This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.
The Salt Lake City-based company acquired Uptivity (formerly CallCopy), a Columbus, Ohio-based workforce optimization (WFO) provider. The deal is expected to make it easier for inContact to provide mid-sized contact centers with tools like speech and desktop analytics, agent coaching, call and desktop recording.
Mariann McDonagh, chief marketing officer of inContact, said her 650-employee organization conducted an exhaustive review of players in the space.
"And we kept coming back to the first name we thought of — CallCopy, which is now called Uptivity," she told CMSWire. "The company has a tremendous track record of growth, a great reputation and a similar culture of customer-focus to our own. With the addition of (workforce management) a few years ago, it became one of the only available players in the market with the whole suite. And it really understands WFO. Uptivity provides a complete WFO suite that is perfect for mid-market customers."
Uptivity is not an unknown player. When it was CallCopy, Gartner named it as a niche player in its Magic Quadrant for Contact Center Workforce Optimization. CallCopy made the list due to its company culture and its wide-ranging capabilities, Gartner reported.
Fast-forward a little more than a year, and the provider, which has 160 employees, joins forces with inContact. Uptivity also provides performance, workforce management and satisfaction surveys.
Officials at inContact said the acquisition addresses an estimated $1 billion in the expanding mid-sized WFO market. Asked about integration of the companies' software, McDonagh estimated it would take about a year.
What inContact Lacked
McDonagh said inContact needed a two-tiered approach to a growing demand for purchasing WFO and contact center software together from one vendor.
"Our Verint-powered WFO solution is perfect for our larger customers with sophisticated tools and features that often exceed the needs of small and mid-sized contact centers," she said. "Uptivity offers that perfect mid-market solution suite, which is seamless to operate and easy to learn and use."
During the transition period, Uptivity and inContact will co-brand. Uptivity, McDonagh said, is already moving to the cloud, and inContact plans to accelerate that effort.
"We plan to follow a detailed roadmap with a general path to host and then integrate Uptivity, with an end goal one single combined platform," she said. "Support for Uptivity customers with the products and delivery options that they prefer is key."
Why inContact in Crowded Space
The contact center software space is deep. How does inContact stand out?
"InContact is taking a bold approach to the decades-old equation of integrating the core contact center software with WFO," McDonagh said. "We believe WFO should not just be a bolt-on. It should be a core intelligence engine, central to the way modern, context-aware multi-media contact routing functions. Cloud technology is helping us innovate in this area more rapidly than competitors. With the addition of Uptivity’s full-featured WFO solution for the midmarket, inContact will now have a solid two-tier offering for contact centers of all sizes."
What are customers of your software struggling most with today in contact centers?
"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," McDonagh said. "These centers often lack IT personnel and dedicated WFO staff and require solutions that are easy to learn and use."