SALT LAKE CITY
May 6, 2014
(NASDAQ: SAAS), the leading provider of
cloud contact center software
and contact center agent optimization tools, today announced the acquisition of workforce optimization (WFO) provider, CallCopy, Inc., which offers its products and services under the name "Uptivity." Based in
, Uptivity provides a complete mid-market WFO suite comprised of speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and satisfaction surveys.
This strategic acquisition extends inContact's existing lead in the cloud contact center market and enables the company to address an additional estimated
in the expanding midsized WFO market, creating a powerful competitive advantage over other cloud players.
Said inContact CEO
, "Today's midsized contact centers are every bit as complex as their enterprise counterparts and need to provide a high quality, multi-channel service experience with limited capital budget and resources. These centers often lack IT personnel and dedicated WFO staff and require solutions that are easy to learn and use. " Continued Jarman, "We have strong success with our existing Verint-powered solution in the cloud, which we will continue to offer to enterprise customers. With the addition of Uptivity's full-featured WFO solution for the midmarket, inContact will now have a solid two-tier offering in a multibillion dollar industry."
Uptivity brings approximately 700 customers to the growing inContact family. The combined customer base will benefit from broader, complementary solutions and rapid cloud innovation, with continued support for a variety of telephony infrastructures. Like inContact, Uptivity has a strong reputation for customer centricity, earning the top overall vendor satisfaction rating for three straight years in industry analyst DMG Consulting LLC's Workforce Optimization Product and Market Report. inContact selected Uptivity due to the breadth of the company's portfolio, their growing recurring revenue stream and their readiness to exploit the cloud opportunity.