Intrado

Intrado, formerly West Corporation is an American telecommunications company. It became a subsidiary of Apollo Global Management on October 11, 2017.[1][5]

"West Corporation" redirects here. For other companies, see West (disambiguation).
Intrado
TypePrivate[1]
IndustryUnified Communications

Interactive Services Specialized Agent Services Telecom Services

Safety Services
HeadquartersOmaha, Nebraska, US
Key people
Gary and Mary West - co-founders
John Shlonsky - Chief Executive Officer
Rob Wechsler - President [2]
Revenue $2.6 billion USD (2012[3]
OwnerApollo Global Management
Number of employees
9,659 (2018) [4]
Websiteintrado.com

Business Operations

Intrado reorganized in four main segments: Life and safety (including 911 operation), Enterprise Collaboration, 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]

Name history

Nov 1996: West TeleServices Corporation

January 1, 2001: West Corporation [12]

June 25, 2019: Intrado[13]

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 a key source between a 14-state 911 outage that affected an estimated 11 Million people and 6,000 emergency help calls.[14][15][16]

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.[17] [18][19]

In September 2020, 911 outages were reported across 14 states for more than an hour due in part to Intrado.[20] [21]

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[22]
  • ECI Conference Call Services — November 2004[5]
  • Sprint Conferencing — May 2005[23]
  • Intrado — April 2006[24]
  • Raindance Communications — April 2006[25]
  • CenterPost Communications — February 2007[26]
  • TeleVox Software — March 2007[27]
  • Omnium Worldwide — April 2007[28]
  • HBF Communications — April 2008[29]
  • Genesys Conferencing — May 2008[30]
  • Stream 57 - January 2010[31]
  • SKT Business Communications Solutions - March 2010
  • Holly Connects — May 2010[32]
  • TuVox - July 2010
  • Specialty Pharmacy Network – February 2011[33]
  • Twenty First Century Communications - February 2011
  • PostCTI - February 2011
  • Unisfair - March 2011
  • Smoothstone IP Communications - April 2011
  • HyperCube – November 2011[34]
  • SchoolMessenger - April 2014[35]
  • ClientTell, Inc. - November 2015[36]
  • Callpointe.com Inc - May 2017 [37]
  • ECaTS - November 2017[38]
  • GlobeNewswire - April 2018
  • Flowroute - June 2018[39]

Awards
  • April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer[40]

References
  1. "West Corp. CEO retires; Omaha company was sold to New York firm last month".
  2. "Meet the West Corporation Executive Team". 2015-02-25.
  3. "WSTC Key Statistics". Yahoo! Finance. Retrieved 11 July 2013.
  4. "WSTC Profile". Yahoo! Finance. Retrieved 11 July 2013.
  5. News, Bloomberg (2004-11-18). "COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES". The New York Times. Retrieved 11 July 2013.
  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. "West Corp.'s public offering puts a face on behind-the-scenes operations". Omaha.com. Retrieved 11 July 2013.
  9. "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 CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth". Investors.com. Retrieved 11 July 2013.
  13. "West Corporation Announces Rebrand to Intrado".
  14. https://medium.com/dataseries/the-counter-overflowth-behind-centurylinks-911-service-outage-of-2014-58eb30ca6252. Missing or empty |title= (help)
  15. https://www.theverge.com/2014/10/20/7014705/coding-error-911-fcc-washington. Missing or empty |title= (help)
  16. (PDF) https://docs.fcc.gov/public/attachments/DOC-330012A1.pdf. Missing or empty |title= (help)
  17. Harvey, News Analysis Phil; Reading 11/5/2019, Light. "CenturyLink, West Safety Agree to Pay Up for 911 Outage". Light Reading.
  18. FCC News. "FCC ANNOUNCES SETTLEMENTS WITH CENTURYLINK & WEST SAFETY COMMUNICATIONS REGARDING 911 OUTAGE IN AUGUST 2018" (PDF). FCC. FCC.
  19. "CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage". RCR Wireless News. 5 November 2019.
  20. Krebs, Brian. "Who's Behind Monday's 14-State 911 Outage? — Krebs on Security". Krebs on Security.
  21. Hollister, Sean (29 September 2020). "911 outages have become a fact of life — are we even fixing this?". The Verge.
  22. "West Corp. to Buy Worldwide Asset". HighBeam Research. Archived from the original on 10 June 2014. Retrieved 11 July 2013.
  23. 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.
  24. "West completes Intrado acquisition". Denver Business Journal. Retrieved 11 July 2013.
  25. "West Corporation Completes Raindance Acquisition and Updates 2006 Guidance". TMCnet.com. Retrieved 11 July 2013.
  26. "West Corporation to Acquire TeleVox Software and CenterPost Communications". TMCnet.com. Retrieved 11 July 2013.
  27. "West Completes Acquisition of TeleVox". TMCnet.com. Retrieved 11 July 2013.
  28. "In Brief: Neb. Outsourcer West Sets Buyout.(West Corp.)(Omnium Worldwide Inc.)(Brief article)". HighBeam Research. Archived from the original on 24 September 2015. Retrieved 11 July 2013.
  29. "Company Overview of HBF Group, Inc". Businessweek. Retrieved 11 July 2013.
  30. "West Buys Genesys Conferencing". TMCnet.com. Retrieved 11 July 2013.
  31. "InterCall Asserts Vision for Virtual Events with Acquisition of Stream57". Intercall. Retrieved 3 October 2014.
  32. "West Corp. Buys Holly Connects". Mergers & Acquisitions. Retrieved 11 July 2013.
  33. "West Corporation to Acquire Smoothstone IP Communications".
  34. "West Corp. acquires HyperCube". Longmont Times-Call. Retrieved 11 July 2013.
  35. "SchoolMessenger Acquired by West Corporation". edSurge. 2014-04-14. Retrieved 14 April 2014.
  36. "West Corporation Acquires ClientTell".
  37. "Callpointe is now part of West". Callpointe. 2017-08-02. Retrieved 11 April 2018.
  38. "West Corporation Acquires ECaTS". CNBC. 2017-11-08. Retrieved 1 March 2018.
  39. "West Corporation to Acquire Flowroute". GlobalNewsWire. 2018-06-29. Retrieved 29 June 2018.
  40. "West Corporation Awarded for Support of National College ISE Program". National College. Retrieved 11 July 2013.
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