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inContact Makes Key Workforce Optimization Acquisition of Uptivity

By Craig Galbraith
May 07, 2014 - News

**Editor's Note: Please click here for a recap of the biggest channel-impacting mergers in Q1 2014.**

Salt Lake City-based inContact is acquiring CallCopy – which offers its products and services under the Uptivity brand – for $8.8 million in cash and $37 million in stock.

Uptivity provides a midmarket workforce-optimization (WFO) suite comprised of speech and desktop analytics; agent coaching; call and desktop recording; and quality, performance, workforce management and satisfaction surveys.

inContact, which provides cloud contact center and customer service software, says the acquisition allows it to address an additional estimated $1 billion in the expanding midsize WFO market.

“Today’s [midsize] 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," said inContact CEO Paul Jarman. “These centers often lack IT personnel and dedicated WFO staff and require solutions that are easy to learn and use. 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 inContact family. inContact says the combined customer base will benefit from broader, complementary solutions and rapid cloud innovation, with continued support for a variety of telephony infrastructures.  

Follow senior online managing editor @Craig_Galbraith on Twitter.

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