inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and satisfaction surveys.

Before pulling the trigger on the deal, inContact conducted an exhaustive review of players in the space, taking into account Uptivity’s positive industry reputation, similar culture of customer-centricity and strong track record of growth, particularly in the SaaS subscription model. inContact also saw the potential to better leverage the estimated $1 billion midsized WFO market, which they believe is both vibrant and under-served.

“Today’s midsized contact centers are every bit as complex as their enterprise counterparts,” noted inContact CEO Paul Jarman. “They’re faced with the need to provide a high-quality, multi-channel service experience with limited capital budget and resources. In addition, these centers often lack IT personnel and dedicated WFO staff, so they require solutions that are easy to learn and use.”

Existing Uptivity customers will benefit from access to the greater breadth of engineering and support resources that go well beyond their previous capacity. “Over the past 10 years, our core mission has been using the power of WFO to transform the customer experience,” said Uptivity CEO Jeff Canter, “inContact shares our belief in this vision.  Combining these two dynamic, growth-oriented companies will be both disruptive and exciting for the contact center market. inContact CMO, Mariann McDonagh, views Uptivity’s midmarket WFO offering as a complement to inContact’s ongoing partnership with Verint to provide enterprise WFO solutions. Enterprise growth has been especially strong over the last nine months and inContact will continue to offer Verint’s solution for WFO.

For three consecutive years, Uptivity has earned the top overall vendor satisfaction rating in the Workforce Optimization Product and Market Report by industry analyst DMG Consulting LLC. Donna Fluss sees the acquisition as a good strategic move. “End users are now increasingly interested in purchasing WFO from their contact center infrastructure vendor,” said Fluss. “Having access to a suite of WFO capabilities designed for mid-sized organizations positions inContact to take advantage of added opportunities.”

inContact believes that WFO should not just be an add-on, but  a core intelligence engine, central to the way context-aware multi-media contact routing functions. Their latest release took the first step toward the company’s vision of what they call “The Workforce-Intelligent Contact Center.” This intelligent entity integrates WFO with the contact center infrastructure, enabling the WFO system to provide data to the core contact center platform and offer guidance on the next logical decisions and changes that n

Uptivity brings 700 customers to the growing inContact family about of 2,000 contact center clients. inContact, Inc. acquired Uptivity for $8.8 million in cash and approximately $37 million in stock.



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