Strategic Combination Brings Exciting Cloud Innovation to the Workforce Optimization Market
SALT LAKE CITY – May 6, 2014 – inContact (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 Columbus, Ohio, 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 $1 billion in the expanding midsized WFO
market, creating a powerful competitive advantage over other cloud players.
Said inContact CEO Paul Jarman, “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.
According to Jeff Canter, Uptivity CEO, “inContact believes in the power of WFO to transform the
customer experience and this has been Uptivity’s core mission for the past 10 years. We believe that this
vision and the combination of two growing and dynamic companies will be both disruptive and exciting
for the contact center market.”
inContact, Inc. acquired Uptivity for $8.8 million in cash and approximately $37 million in stock. Parsons
Behle & Latimer served as legal advisor to inContact in connection with this transaction. BakerHostetler
served as legal advisor to Uptivity in connection with this transaction. Raymond James & Associates, Inc.
advised inContact and provided a fairness opinion to their Board of Directors of InContact regarding the
acquisition.
Concluded Jarman, “We believe that there is a tremendous opportunity for SaaS innovation in the WFO
market. We are excited about the promise of the Uptivity acquisition and the value it will deliver to the
market, to our joint customers and to our shareholders as well.”
Conference Call Information
In conjunction with its Q1 earnings call today, inContact will discuss the acquisition of Uptivity, at 4:30
pm. Eastern time (1:30 p.m. Pacific).
Dial-In Number: 1-866-952-1907
International: + 1-785-424-1826
Conference ID#: INCONTACT
A replay of the call will be available via telephone after 7:30 p.m. Eastern time today and until May 13,
2014.
Toll-free replay number: 1-877-870-5176
International replay number: 1-858-384-5517
Replay Pin Number: 1233200
About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the
globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only
provider to combine cloud software with an enterprise-class telecommunications network for a
complete customer interaction solution. Winner of 2014 CRM Magazine Rising Star Award, inContact
has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
