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UCN Inc.
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UCN Inc.
UCN is a provider of hosted contact handling services, targeted specifically at the business to business market. The company, whose services range from interactive voice response systems and automatic call distributors to workforce management software and automated customer surveys, has annual sales of $81.6 million,with over 200 employees, and nearly 80,000 customers. UCN carved a niche for itself in the $28.7 billion contact handling market through the use of hosted voice and call center management services. The company innovated the idea of combining a national VoIP network with on-demand contact handling and agent management software.
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 hosted, contact routing and agent management applications embedded in its national IP network. UCN 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 inbound contact handling activities, including: customer service, customer support, direct response, inside sales, and collections organizations.
Corporate Acquisitions
- In 2001, the company acquired the national VoIP network of iLink, a move transforming UCN from a re-seller, to a hosted solutions provider.
- In 2002, UCN acquired the exclusive marketing rights and, later in 2006, the technology code base of MyACD, forming the foundation for UCN’s core contact handling technology, now branded as inContact®.
- In 2007, UCN acquired ScheduleQ. This core technology has become the inContact WFM product.
- In 2007, UCN also acquired BenchmarkPortal's Echo™ -a customer satisfaction survey product.
Assistive Technologies
In 2008, UCN partnered with Points of Light & the Hands On Network to redesign and launch the 1-800-Volunteer toll-free telephone system. It enables the mobilization and management of volunteers and resources that can serve the community and assist in disaster response and recovery. The Points of Light & Hands On Network is comprised of approximately 370 affiliate volunteer centers and more than 30,000 non-profit organizations, including the United Way, Boys and Girls Clubs, the American Kidney Foundation and American Red Cross, as well as a host of community-based groups. Hundreds of thousands of volunteers across the U.S. and the world participate in approximately 50,000 service projects every year aimed at helping solve serious social problems
