inContact Acquires WFO Provider Uptivity



Cloud contact center software provider inContact has acquired workforce optimization (WFO) provider, CallCopy, which offers products and services under the name Uptivity, for $8.8 million in cash and approximately $37 million in stock. 

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.

The acquisition extends inContact's presence in the cloud contact center market and enables the company to address an additional estimated $1 billion in the expanding midsized WFO market.

"Today's midsized contact centers are every bit as complex as their enterprise counterparts and need to provide a high quality, multichannel service experience with limited capital budget and resources,” said inContact CEO Paul Jarman in a statement. “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."

Uptivity brings approximately 700 customers to the growing inContact family. The company said that the combined customer base will benefit from broader, complementary solutions and rapid cloud innovation, with continued support for a variety of telephony infrastructures.