Intrado, formerly West Corporation, is an American telecommunications company. It was purchased by private equity firm Apollo Global Management on October 11, 2017.[1][4]
 | |
| Formerly | West Corporation |
|---|---|
| Company type | Private[1] |
| Industry |
|
| Founder |
|
| Headquarters | Omaha, Nebraska, US |
Key people | |
| Revenue |  $2.6 billion USD (2012)[2] |
| Owner | Apollo Global Management |
Number of employees | 9,659 (2018)[3] |
| Website | intrado |
Business Operations
editIntrado 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
editGary 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 September 11, 2020 Intrado acquired Syn-Apps LLC, developer of mass notification software.[clarification needed] [13]
On December 20, 2020 Intrado acquired Asparia, a leading provider of patient engagement solutions[clarification needed] for health systems, hospitals, and medical practices.[14]
On January 31, 2023 Stonepeak acquired Intrado Life & Safety for $2.4 billion. The Intrado name and brand will transition with the safety business. Intrado Corporation rebranded its remaining holdings to West Technology Group, LLC.[15]
On October 2, 2023 Matt Carter was appointed CEO of Intrado Life & Safety replacing Jeff Robertson.[16]
Name history
editControversies
editIntrado 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.[19][20][21] As a result, the FCC fined Intrado $1.4 million.[22]
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.[23][24][25]
In September 2020, 911 outages were reported across 14 states for more than an hour due in part to Intrado.[26][27]
Acquisitions
editBetween 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[28]
- ECI Conference Call Services — November 2004[4]
- Sprint Conferencing — May 2005[29]
- Intrado — April 2006[30]
- Raindance Communications — April 2006[31]
- CenterPost Communications — February 2007[32]
- TeleVox Software — March 2007[33]
- Omnium Worldwide — April 2007[34]
- HBF Communications — April 2008[35]
- Genesys Conferencing — May 2008[36]
- Stream 57 - January 2010[37]
- SKT Business Communications Solutions - March 2010[38]
- Holly Connects — May 2010[39]
- TuVox - July 2010[40]
- Specialty Pharmacy Network – February 2011[41]
- Twenty First Century Communications - February 2011
- PostCTI - February 2011
- Unisfair - March 2011
- Smoothstone IP Communications - April 2011
- HyperCube – November 2011[42]
- SchoolMessenger - April 2014[43]
- ClientTell, Inc. - November 2015[44]
- Magnetic North. - November 2015[45]
- Callpointe.com Inc - May 2017[46]
- ECaTS - November 2017[47]
- PhoneTree - December 2017
- GlobeNewswire - April 2018
- Flowroute - June 2018[48]
- Asparia - December 2020[49]
Awards
edit- April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer[50]
References
edit- ^ a b c "West Corp. CEO retires; Omaha company was sold to New York firm last month".
- ^ "WSTC Key Statistics". Yahoo! Finance. Retrieved 11 July 2013.
- ^ "WSTC Profile". Yahoo! Finance. Retrieved 11 July 2013.
- ^ a b "COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES". The New York Times. 2004-11-18. Retrieved 11 July 2013.
- ^ "Intrado |".
- ^ "West Corp Rebrands As Intrado, Reorganizes Operations". CRN. 25 June 2019..
- ^ "West Corporation Divests Remaining Legacy Call Center Operations". GlobeNewswire News Room. 2 January 2019.
- ^ a b c d e f g h i j k l m n o "West Corp.'s public offering puts a face on behind-the-scenes operations". Omaha.com. Retrieved 11 July 2013.
- ^ a b "West Buys ConferenceCall.com for $38.5 Million". Direct Marketing News. Retrieved 11 July 2013.
- ^ "Alorica Completes Acquisition of West Corporation's Agent Services Businesses, Including ARM". 2015-03-05. Retrieved 20 August 2016.
- ^ Bollier, Jeff. "West Corp. to lay off 148 after losing contract, including 36 at Ashwaubenon office". Green Bay Press-Gazette.
- ^ "West Corporation announces rebrand to Intrado". 25 June 2019.
- ^ "Intrado Acquires Syn-Apps to Accelerate IoT in Protecting the Public and Improving Emergency Response". 11 September 2022.
- ^ "Intrado acquires Asparia". 22 December 2020.
- ^ "Stonepeak completes acquisition of Intrado's safety business". www.pehub.com.
- ^ "Matt Carter replaces Jeff Robertson as CEO". www.intrado.com.
- ^ "WEST CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth". news.investors.com. Retrieved 11 July 2013.
- ^ "West Corporation Announces Rebrand to Intrado". finance.yahoo.com.
- ^ "Busy Signal: Behind CenturyLink's 911 Service Outage of 2014". 11 February 2020.
- ^ "A preventable coding error knocked out 911 service for millions". 20 October 2014.
- ^ "April 2014 Multistate 911 Outage: Cause and Impact" (PDF). October 2014. Retrieved 2022-06-18.
- ^ "FCC Fines CenturyLink and Intrado $17.4 Million For Multi-State 911 Outage" (PDF). 2015-04-06. Retrieved 2022-06-18.
- ^ 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) - ^ FCC News. "FCC Announces Settlemnts with CenturyLink & West Safety Communications Regarding 911 Outage in August 2018" (PDF). FCC. FCC.
- ^ "CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage". RCR Wireless News. 5 November 2019.
- ^ Krebs, Brian. "Who's Behind Monday's 14-State 911 Outage? — Krebs on Security". Krebs on Security.
- ^ Hollister, Sean (29 September 2020). "911 outages have become a fact of life — are we even fixing this?". The Verge.
- ^ "West Corp. to Buy Worldwide Asset". Archived from the original on 10 June 2014. Retrieved 11 July 2013.
- ^ "COMPANY NEWS; WEST WILL PAY $207 MILLION FOR SPRINT'S CONFERENCING UNIT". The New York Times. 2005-05-10. Retrieved 11 July 2013.
- ^ "West completes Intrado acquisition". Denver Business Journal. Retrieved 11 July 2013.
- ^ "West Corporation Completes Raindance Acquisition and Updates 2006 Guidance". TMCnet.com. Retrieved 11 July 2013.
- ^ "West Corporation to Acquire TeleVox Software and CenterPost Communications". TMCnet.com. Retrieved 11 July 2013.
- ^ "West Completes Acquisition of TeleVox". TMCnet.com. Retrieved 11 July 2013.
- ^ "In Brief: Neb. Outsourcer West Sets Buyout. (West Corp.)(Omnium Worldwide Inc.)". Archived from the original on 24 September 2015. Retrieved 11 July 2013.
- ^ "Company Overview of HBF Group, Inc". Businessweek. Archived from the original on February 27, 2010. Retrieved 11 July 2013.
- ^ "West Buys Genesys Conferencing". TMCnet.com. Retrieved 11 July 2013.
- ^ "InterCall Asserts Vision for Virtual Events with Acquisition of Stream57". Intercall. Retrieved 3 October 2014.
- ^ "West Corp. To Acquire SKT Business Communication". PE Hub. Retrieved 16 July 2021.
- ^ "West Corp. Buys Holly Connects". Mergers & Acquisitions. Retrieved 11 July 2013.
- ^ "West Interactive Acquires TuVox". insideARM. 26 July 2010. Retrieved 16 July 2021.
- ^ "West Corporation to Acquire Smoothstone IP Communications".
- ^ "West Corp. acquires HyperCube". Longmont Times-Call. 29 November 2011. Retrieved 11 July 2013.
- ^ "SchoolMessenger Acquired by West Corporation". edSurge. 2014-04-14. Retrieved 14 April 2014.
- ^ "West Corporation Acquires ClientTell".
- ^ "West Corporation Acquires Magnetic North". 5 November 2015.
- ^ "Callpointe is now part of West". Callpointe. 2017-08-02. Retrieved 11 April 2018.
- ^ "West Corporation Acquires ECaTS". CNBC. 2017-11-08. Retrieved 1 March 2018.
- ^ "West Corporation to Acquire Flowroute". GlobalNewsWire. 2018-06-29. Retrieved 29 June 2018.
- ^ "Intrado Acquires Asparia". 22 December 2020.
- ^ "West Corporation Awarded for Support of National College ISE Program". National College. Retrieved 11 July 2013.