Corporate History
Founded in 1997, the Utah-based company began as a unified carrier of long distance services. Through a series of strategic acquisitions commencing in 2001, the company shifted its focus to become a provider of on-demand contact routing and agent management applications embedded in its national telephony network. inContact has differentiated itself in the crowded contact handling market by combining productivity enhancing applications with connectivity options, services that normally require multiple vendors. The company's current product offering is targeted at any group involved with contact handling activities.
The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning and communications application, workforce optimization functionality, and a customer feedback and survey solution. The company carved a niche for itself in the $8 billion contact handling market by being the first to combine Software-as-a-Service (SaaS) contact routing and agent optimization software with a national connectivity network of phone and internet.
The company was formerly known as UCN Inc., and changed its name to inContact effective January 1, 2009. The name change was cited as a reflection of the company's emergence from a provider of telecommunications services to the leader in Software-as-a-Service (SaaS) infrastructure for contact centers.
Read more about this topic: In Contact
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