UCN Inc.

Infobox Company
company_name = UCN Inc.
company_
company_type = Public [http://www.ucn.net/investors link NASDAQ:UCNN]
foundation = Bluffdale, Utah (1997)
location_city = Midvale, Utah
location_country = USA
key_people = Theodore Stern, Executive Chairman
Paul Jarman, Chief Executive Officer
Brian Moroney, Chief Financial Officer
Scott Welch, Chief Operating Officer
Rudy Vidal, Chief Customer Officer
industry = Telephony
Workforce Optimization
Telecommunications
Workforce Management
Automatic Call Distribution
Automated Customer Satisfaction Surveys
VoIP
CRM
Agent Scoring/Trending
Interactive Voice Response
revenue= profitUS$81.6 million (2006) [http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml]
operating_income = lossUS$$7.5 million (2006) [http://finance.yahoo.com/q/is?s=UCNN.OB&annual]
net_income = loss US$$8.1 million (2006) [http://finance.yahoo.com/q/is?s=UCNN.OB&annual]
(33.6% net margin) [http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml] />
num_employees = 200+(2007) [http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml]

UCN(NASDAQ: [http://quotes.nasdaq.com/Quote.dll?page=multi&mode=stock&symbol=UCNN UCNN] ) 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.

References

¹ http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml
² http://www.destinationcrm.com/directory/company.asp?CompanyID=7876&CategoryID=102
³ http://quotes.nasdaq.com/Quote.dll?page=multi&mode=stock&symbol=UCNN

External links

;UCN
* [http://www.ucn.net UCN, Inc.] - Official Web site

;General
* [http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml Hoovers] - Company Overview
* [http://quotes.nasdaq.com/Quote.dll?page=multi&mode=stock&symbol=UCNN NASDAQ] - NASDAQ
* [http://www.google.com/search?hl=en&lr=&q=ucn+inc. Google Search] - Search UCN Related Pages

;In the News
* [http://www.ucn.net/Default.aspx?tabid=86&pr=688 CRM Magazine] - RxAmerica Wins Service Elite Award with UCN
* [http://www.ucn.net/Default.aspx?tabid=86&pr=700 CallCenter Magazine] - Incontact Wins '07 Product of the Year
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_1to1_jan-feb-2007.pdf 1 to 1 Magazine] - The Skinny on Agent Performance
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_Web-based_Apps_Level_12-06.pdf Small Business Digest] - Web Based Applications Leveling Playing Field for Small Firms
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_TMC_Nov_20_2006.pdf TMCnet Article] - Test VoIP One Workstation at a Time
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_Are_your_systems_ready.pdf Contact Professional] - Age of the Distributed Workforce?
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_IT_9-2006.pdf Internet Telephony] - Premises- or Network-Based: Which VoIP is Right for You?
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_CRM_Sept_2006.pdf CRM Magazine] - Call-Routing Headaches Take a Powder
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_NetworkWorld1_7-31-06.pdf Network World Magazine] - Washington state: Who needs VoIP?
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/Article_SearchCRM_7-25-06.pdf SearchCRM.com] - Contact Center Technology Done Right
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/NextBigThing_SOCAP_Dec2005.pdf CRM Magazine] - The Next BIG Thing in Call Centers

;Whitepapers
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/WP_WFM.pdf DataMonitor] - Hosting for Business Continuity in Time of Interruption
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/WP_Paradigm_Shift.pdf Telcoa] - Your Business at the Crossroads: Preparing for the Age of the Distributed Workforce
* [http://www.ucn.net/Portals/0/ArticlesWhitepapers/WP_inContact_HelpHinder.pdf Productivity & Quality] - Is Your Company Contact Experience Helping or Hindering Sales

;Finance
* [http://biz.yahoo.com/ic/116/116792.html Yahoo! Finance] - Company Profile
* [http://finance.google.com/finance?cid=689695 Google Finance] - Up-to-date UCN Finances