Intrado
TypePrivate[1]
IndustryUnified Communications

Interactive Services Specialized Agent Services Telecom Services

Safety Services
FounderGary West, Mary West
HeadquartersOmaha, Nebraska, US
Key people
John Shlonsky (CEO) Jeff Robertson (President, Life & Safety Division)
RevenueIncrease $2.6 billion USD (2012)[2]
OwnerApollo Global Management
Number of employees
9,659 (2018) [3]
Websiteintrado.com

Intrado, formerly West Corporation, is an American telecommunications company. It became a subsidiary of Apollo Global Management on October 11, 2017.[1][4]

Business Operations

Intrado is reorganized in five main segments: Cloud Collaboration,[5] Life and Safety (including 911 operations), Enterprise Communications, Digital Media (including streaming operations), and Health and Wellness (including healthcare claims and customer support) in 2019.[6] It spun out its telemarketing brand to West Revenue Generation Services (WRGS), also owned by Apollo Global Management in 2019 [7]

History

Gary and Mary West co-founded WATS Marketing of America in 1978.[8] The couple left the company in 1985 and Mary West founded West Teleservices with Troy Eaden in 1986.[8] Gary West joined West Teleservices one year later as chairman.[8]

During the first decade, West Teleservices hired thousands of employees and reached over $100 million in net proceeds.[8] West Teleservices expanded their products through a series of acquisitions, including Tel Mark Sales Inc., Intercall, Televox, and HyperCube.[8]

In November 1996, West went public with 2,000 employees.[8]

In 2002, West acquired Tel Mark Sales, Dakotah Direct, and Attention, LLC.[8] The following year, West acquired conferencing company InterCall and ConferenceCall.com.[8][9]

In 2006, West which had been publicly traded since 1996, recapitalized under the sponsorship of investor groups led by Thomas H. Lee Partners and Quadrangle Group.[8] Gary and Mary West continued to maintain 25 percent of the company.[8]

In January 2015, West announced the sale of its agent services businesses to Alorica. The sale closed in early March 2015.[10]

In October 2017, West was purchased by Apollo Global Management, a New York-based private equity firm, for $5.2 billion.[1]

On August 31, 2018 West Corporation laid off 148 employees between their Middleton, WI and Green Bay, WI location after losing a major contract.[11]

On June 25, 2019 West Corporation rebranded itself to Intrado.[12]

On December 20, 2020 Intrado acquired Asparia, a leading provider of patient engagement solutions for health systems, hospitals, and medical practices.[13]

Name history

Nov 1996: West TeleServices Corporation

January 1, 2001: West Corporation [14]

June 25, 2019: Intrado[15]

Controversies

Intrado has had a history of being the responsible party for several technical issues causing 911 outages across many states in the United States.

In April 2014, Intrado was partially responsible for a 14-state 911 outage that affected an estimated 11 million people and 6,000 emergency help calls.[16][17][18] As a result, the FCC fined Intrado $1.4 million.[19]

In November 2019, Intrado agreed to pay $175,000 to the US Treasury due to glitches in their system that occurred in August 2018 that left millions without access to 911 access for 65 minutes across 6 states.[20][21][22]

In September 2020, 911 outages were reported across 14 states for more than an hour due in part to Intrado.[23] [24]

Acquisitions

Between 2002 and 2013, West Corporation invested approximately $2.7 billion in strategic acquisitions.[8]

West has acquired:

  • Tel Mark Sales —2002[8]
  • Dakotah Direct —2002[8]
  • Attention LLC —2002[8]
  • InterCall —2003[8]
  • ConferenceCall.com — October 2003 [9]
  • Worldwide Asset Management — September 2004[25]
  • ECI Conference Call Services — November 2004[4]
  • Sprint Conferencing — May 2005[26]
  • Intrado — April 2006[27]
  • Raindance Communications — April 2006[28]
  • CenterPost Communications — February 2007[29]
  • TeleVox Software — March 2007[30]
  • Omnium Worldwide — April 2007[31]
  • HBF Communications — April 2008[32]
  • Genesys Conferencing — May 2008[33]
  • Stream 57 - January 2010[34]
  • SKT Business Communications Solutions - March 2010[35]
  • Holly Connects — May 2010[36]
  • TuVox - July 2010[37]
  • Specialty Pharmacy Network – February 2011[38]
  • Twenty First Century Communications - February 2011
  • PostCTI - February 2011
  • Unisfair - March 2011
  • Smoothstone IP Communications - April 2011
  • HyperCube – November 2011[39]
  • SchoolMessenger - April 2014[40]
  • ClientTell, Inc. - November 2015[41]
  • Magnetic North. - November 2015[42]
  • Callpointe.com Inc - May 2017 [43]
  • ECaTS - November 2017[44]
  • PhoneTree - December 2017
  • GlobeNewswire - April 2018
  • Flowroute - June 2018[45]
  • Asparia - December 2020[46]

Awards

  • April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer[47]

References

  1. 1 2 3 "West Corp. CEO retires; Omaha company was sold to New York firm last month".
  2. ↑ "WSTC Key Statistics". Yahoo! Finance. Retrieved 11 July 2013.
  3. ↑ "WSTC Profile". Yahoo! Finance. Retrieved 11 July 2013.
  4. 1 2 News, Bloomberg (2004-11-18). "COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES". The New York Times. Retrieved 11 July 2013. {{cite news}}: |last1= has generic name (help)
  5. ↑ "Intrado |".
  6. ↑ "West Corp Rebrands As Intrado, Reorganizes Operations". CRN. 25 June 2019..
  7. ↑ "West Corporation Divests Remaining Legacy Call Center Operations". GlobeNewswire News Room. 2 January 2019.
  8. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 "West Corp.'s public offering puts a face on behind-the-scenes operations". Omaha.com. Retrieved 11 July 2013.
  9. 1 2 "West Buys ConferenceCall.com for $38.5 Million". Direct Marketing News. Retrieved 11 July 2013.
  10. ↑ "Alorica Completes Acquisition of West Corporation's Agent Services Businesses, Including ARM". 2015-03-05. Retrieved 20 August 2016.
  11. ↑ Bollier, Jeff. "West Corp. to lay off 148 after losing contract, including 36 at Ashwaubenon office". Green Bay Press-Gazette.
  12. ↑ "West Corporation announces rebrand to Intrado". 25 June 2019.
  13. ↑ "Intrado acquires Asparia". 22 December 2020.
  14. ↑ "WEST CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth". Investors.com. Retrieved 11 July 2013.
  15. ↑ "West Corporation Announces Rebrand to Intrado".
  16. ↑ "Busy Signal: Behind CenturyLink's 911 Service Outage of 2014". 11 February 2020.
  17. ↑ "A preventable coding error knocked out 911 service for millions". 20 October 2014.
  18. ↑ "April 2014 Multistate 911 Outage: Cause and Impact" (PDF). October 2014. Retrieved 2022-06-18.
  19. ↑ "FCC Fines CenturyLink and Intrado $17.4 Million For Multi-State 911 Outage" (PDF). 2015-04-06. Retrieved 2022-06-18.
  20. ↑ Harvey, News Analysis Phil; Reading 11/5/2019, Light. "CenturyLink, West Safety Agree to Pay Up for 911 Outage". Light Reading.{{cite web}}: CS1 maint: numeric names: authors list (link)
  21. ↑ FCC News. "FCC Announces Settlemnts with CenturyLink & West Safety Communications Regarding 911 Outage in August 2018" (PDF). FCC. FCC.
  22. ↑ "CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage". RCR Wireless News. 5 November 2019.
  23. ↑ Krebs, Brian. "Who's Behind Monday's 14-State 911 Outage? — Krebs on Security". Krebs on Security.
  24. ↑ Hollister, Sean (29 September 2020). "911 outages have become a fact of life — are we even fixing this?". The Verge.
  25. ↑ "West Corp. to Buy Worldwide Asset". Archived from the original on 10 June 2014. Retrieved 11 July 2013.
  26. ↑ News, Bloomberg (2005-05-10). "COMPANY NEWS; WEST WILL PAY $207 MILLION FOR SPRINT'S CONFERENCING UNIT". The New York Times. Retrieved 11 July 2013. {{cite news}}: |last1= has generic name (help)
  27. ↑ "West completes Intrado acquisition". Denver Business Journal. Retrieved 11 July 2013.
  28. ↑ "West Corporation Completes Raindance Acquisition and Updates 2006 Guidance". TMCnet.com. Retrieved 11 July 2013.
  29. ↑ "West Corporation to Acquire TeleVox Software and CenterPost Communications". TMCnet.com. Retrieved 11 July 2013.
  30. ↑ "West Completes Acquisition of TeleVox". TMCnet.com. Retrieved 11 July 2013.
  31. ↑ "In Brief: Neb. Outsourcer West Sets Buyout. (West Corp.)(Omnium Worldwide Inc.)". Archived from the original on 24 September 2015. Retrieved 11 July 2013.
  32. ↑ "Company Overview of HBF Group, Inc". Businessweek. Archived from the original on February 27, 2010. Retrieved 11 July 2013.
  33. ↑ "West Buys Genesys Conferencing". TMCnet.com. Retrieved 11 July 2013.
  34. ↑ "InterCall Asserts Vision for Virtual Events with Acquisition of Stream57". Intercall. Retrieved 3 October 2014.
  35. ↑ "West Corp. To Acquire SKT Business Communication". PE Hub. Retrieved 16 July 2021.
  36. ↑ "West Corp. Buys Holly Connects". Mergers & Acquisitions. Retrieved 11 July 2013.
  37. ↑ "West Interactive Acquires TuVox". insideARM. 26 July 2010. Retrieved 16 July 2021.
  38. ↑ "West Corporation to Acquire Smoothstone IP Communications".
  39. ↑ "West Corp. acquires HyperCube". Longmont Times-Call. 29 November 2011. Retrieved 11 July 2013.
  40. ↑ "SchoolMessenger Acquired by West Corporation". edSurge. 2014-04-14. Retrieved 14 April 2014.
  41. ↑ "West Corporation Acquires ClientTell".
  42. ↑ "West Corporation Acquires Magnetic North". 5 November 2015.
  43. ↑ "Callpointe is now part of West". Callpointe. 2017-08-02. Retrieved 11 April 2018.
  44. ↑ "West Corporation Acquires ECaTS". CNBC. 2017-11-08. Retrieved 1 March 2018.
  45. ↑ "West Corporation to Acquire Flowroute". GlobalNewsWire. 2018-06-29. Retrieved 29 June 2018.
  46. ↑ "Intrado Acquires Asparia". 22 December 2020.
  47. ↑ "West Corporation Awarded for Support of National College ISE Program". National College. Retrieved 11 July 2013.
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