News : inContact Makes Key Workforce Optimization Acquisition of Uptivity
May 7, 2014 -- Salt Lake City-based inContact is acquiring CallCopy – which offers its products and services under the Uptivity brand.
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 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."
Posted by Veronica Silva Cusi, news correspondent
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inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Thursday, May 8, 2014
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