inContact Inc.

75 West Towne Ridge Parkway, Tower 1

Sandy, UT, 84070, USA

+1 801-320-3200

http://www.incontact.com/

55

Recent Developments

inContact was acquired by NICE Systems for $940 million in May 2016 after it bought intellectual property around advanced analytics from Attensity and AC2 for workforce optimization.

inContact Inc. Key Enterprise & Cloud Applications

Cloud Contact Center Software Core Capabilities (inContact ACD, inContact IVR, inContact Personal Connection Outboun, inContact ECHO); Cloud Workforce Optimization (inContact Workforce Management, inContact Quality Monitorin, inContact Screen Recording, inContact Discover); Integrations (inContact CTI, inContact Integrations); Reporting and Analytics (inContact Analytics-Drive Quality, inContact inView)

SCORES Analysis

inContact Inc. Strengths

inContact began in 1997 as a reseller of telecommunications services and has evolved to become a provider of cloud contact center software solutions. inContact helps contact centers around the world create effective customer experiences through its cloud contact center call routing, self-service and agent optimization solutions.

 

inContact operates two business segments: Software and Telecom. The Software segment includes all services related to the delivery of its inContact portfolio of cloud contact center software solutions. The Telecom segment includes all voice and data long distance services provided to customers.

 

The inContact portfolio consists of the following integrated solutions: inContact ACD (Automatic Call Distributor), inContact CTI (Computer Telephony Integration), inContact IVR (Interactive Voice Response), inContact Personal Connection™, inContact ECHO, inContact Workforce Management, inContact Quality Monitoring, inContact Screen Recording and inContact Reports.

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  • Key differentiators
  • Domain Expertise
  • Product portfolio
  • Solution scope

inContact Inc. Revenues, $M:

Type/Year20112012201320142015YoY Growth, %
Total Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe
Enterprise Applications Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe
Cloud Applications Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe

* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.

inContact Inc. Revenue Breakdown By Type, $M:

TypeLicenseServicesHardwareSupport & MaintenanceSaaS
% of Total Revenues Subscribe Subscribe Subscribe Subscribe Subscribe
Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe

inContact Inc. Revenues By Region, $M

Region% of Total Revenues2015 Total Revenues, $M2015 Enterprise Applications Revenues, $M2015 Cloud Applications Revenues, $M
Americas Subscribe Subscribe Subscribe Subscribe
EMEA Subscribe Subscribe Subscribe Subscribe
APAC Subscribe Subscribe Subscribe Subscribe
Total Subscribe Subscribe Subscribe Subscribe

inContact Inc. 2015 Direct vs Indirect sales

RegionDirect SalesIndirect SalesTotal
Type % Subscribe Subscribe Subscribe
Revenues, $M Subscribe Subscribe Subscribe

inContact Inc. Customers

No. of Customers: Subscribe

No. of Enterprise Applications Customers: Subscribe

No. of Cloud Customers: Subscribe

No. of Cloud Subscribers: Subscribe

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  • Reference wins across regions
  • Customer Size segments
  • Customer wins momentum

inContact Inc. Opportunities

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  • Market Opportunities at the vertical and subvertical levels
  • Mergers and Acquisitions (M&A), Funding
  • Geo Expansions

inContact Inc. Risks

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  • Ability to handle internal and external risk and challenges

inContact Inc. Ecosystem

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  • Health of ecosystem
  • Network Effects of BPO, ISV, SI
  • VAR Partners
  • Direct vs Indirect sales

inContact Inc. Cloud Infrastructure Insights

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  • Cloud Infrastructure (IaaS)
  • Cloud Platform (PaaS)
  • Cloud Application delivery (SaaS)
  • Data Center (Hosting)

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.


Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).




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