Contact Center Quality Management Featured Article

Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.

Results of its financial analysis show that inContact has achieved record highs regarding its growth and that overall, as Paul Jarman, the CEO of inContact, puts it, his company had an “outstanding year.” Highlights from the fourth quarter include software segment revenue of $30.3 million, which is up 56 percent year over year, with SaaS (News - Alert) bookings alone growing 44 percent year over year. The 2014 year as a whole showed software revenue growth to $100.8 million, up 44 percent from 2013's total revenue of $68.9 million.

Jarman continued: “2014 was an outstanding year for inContact, as we continued to win cloud market share and distance ourselves from the other players in the marketplace. During the quarter and across the full year, inContact achieved record results, including new bookings, customer expansions, competitive wins, new implementations, and software revenue run rate.”

The record number of bookings inContact closed this past year totaled 109 contracts, which comprised 66 logo customers and 43 expansion deals. What is perhaps most impressive about the deals that the company closed is that its competitive win rate was high. Jarman stated that it exceeded 65 percent in the fourth quarter and 60 percent in the whole of 2014. He also commented that inContact doubled the amount of software implementations it reached in 2013. That is another record high for the company.

It appears that inContact is not slowing its pace as the beginning months of 2015 march forward. It recently signed a new contract with a contact center in a well-known travel company and has begun a partnership with Black Box (News - Alert) Network Services to make it easier for enterprises to migrate their communications systems to the cloud.

Jarman said he viewed inContact's outlook as positive and that he expects the company to continue its market dominance through 2015. However, it will need to bolster its sales and partnerships even further if it wishes to step out of the net loss of $5.6 million it experienced in Q4 2014 ($0.09 per share) -- up from the loss of $3.9 million ($0.07 per share) it experienced in Q4 2013. Its net loss for the year was helped by a $9.4 million tax credit it gained when it acquired Uptivity last May. Jarman said he expects continued software revenue growth in 2015 but that a net loss of up to $0.39 per share could accompany that growth.