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{{Short description|American call center company}}
{{redirect|West Corporation|other companies|West (disambiguation)}}
{{redirect|West Corporation|other companies|West (disambiguation)}}
{{Infobox company
{{Infobox company
|name = Intrado
| name = Intrado
|logo = Intrado_logo_2020_square.png
| logo = Intrado logo.svg
⚫
| former_name = West Corporation
|type = [[Subsidiary company|Private]]<ref name="omaha.com">{{Cite web | url=http://www.omaha.com/money/west-corp-ceo-retires-omaha-company-was-sold-to-new/article_f5e03368-c33b-11e7-92e1-df180e8ee94b.html | title=West Corp. CEO retires; Omaha company was sold to New York firm last month}}</ref>
| type = [[Privately held company|Private]]<ref name="omaha.com">{{Cite web | url=http://www.omaha.com/money/west-corp-ceo-retires-omaha-company-was-sold-to-new/article_f5e03368-c33b-11e7-92e1-df180e8ee94b.html | title=West Corp. CEO retires; Omaha company was sold to New York firm last month}}</ref>
|location = [[Omaha, Nebraska]], US
| location = [[Omaha, Nebraska]], US
|founder = Gary West, [[Mary West]]<br>
| founder = {{ubl|Gary West|[[Mary West]]}}
|key_people = John Shlonsky (CEO)
| key_people = {{ubl|John Shlonsky ([[Chief executive officer|CEO]])|Matt Carter ([[President (corporate title)|president]], Life & Safety Division)}}
|num_employees = 9,659 (2018) <ref name= "“YFP" >{{cite web|url=https://finance.yahoo.com/q/pr?s=WSTC+Profile|title=WSTC Profile|publisher= Yahoo! Finance|access-date=11 July 2013}}</ref>
| num_employees = 9,659 (2018)<ref name= "“YFP" >{{cite web|url=https://finance.yahoo.com/q/pr?s=WSTC+Profile|title=WSTC Profile|publisher= Yahoo! Finance|access-date=11 July 2013}}</ref>
⚫
|industry = Unified Communications
| industry = {{ubl
⚫
Interactive Services
⚫
|Unified Communications
⚫
Specialized Agent Services
Telecom Services
|Interactive Services
⚫
|Specialized Agent Services
⚫
Safety Services
⚫
|Telecom Services
⚫
|revenue = {{profit}} $2.6 billion [[United States dollar|USD]] (2012<ref name= "YF2">{{cite web|url=https://finance.yahoo.com/q/ks?s=WSTC+Key+Statistics|title=WSTC Key Statistics|publisher=Yahoo! Finance|access-date=11 July 2013}}</ref>
⚫
|Safety Services
⚫
|owner = [[Apollo Global Management]]
}}
⚫
|homepage = {{URL| intrado.com}}
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| revenue = {{profit}} $2.6 billion [[United States dollar|USD]] (2012)<ref name= "YF2">{{cite web|url=https://finance.yahoo.com/q/ks?s=WSTC+Key+Statistics|title=WSTC Key Statistics|publisher=Yahoo! Finance|access-date=11 July 2013}}</ref>
⚫
| owner = [[Apollo Global Management]]
⚫
| homepage = {{URL| intrado.com}}
}}
}}


'''Intrado''', formerly '''West Corporation''' is an American telecommunications company. It became a subsidiary of [[Apollo Global Management]] on October 11, 2017.<ref name="omaha.com">{{Cite web | url=http://www.omaha.com/money/west-corp-ceo-retires-omaha-company-was-sold-to-new/article_f5e03368-c33b-11e7-92e1-df180e8ee94b.html | title=West Corp. CEO retires; Omaha company was sold to New York firm last month}}</ref><ref name= "NYT">{{cite news|url=https://www.nytimes.com/2004/11/18/business/company-news-west-to-buy-eci-conference-call-services.html|title=COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES|newspaper=The New York Times|access-date=11 July 2013|date=2004-11-18|last1=News|first1=Bloomberg}}</ref>
'''Intrado''', formerly '''West Corporation''', is an American telecommunications company. It was purchased by [[private equity firm]] [[Apollo Global Management]] on October 11, 2017.<ref name="omaha.com">{{Cite web | url=http://www.omaha.com/money/west-corp-ceo-retires-omaha-company-was-sold-to-new/article_f5e03368-c33b-11e7-92e1-df180e8ee94b.html | title=West Corp. CEO retires; Omaha company was sold to New York firm last month}}</ref><ref name= "NYT">{{cite news|url=https://www.nytimes.com/2004/11/18/business/company-news-west-to-buy-eci-conference-call-services.html|title=COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES|newspaper=[[The New York Times]]|access-date=11 July 2013|date=2004-11-18}}</ref>


==Business Operations==
==Business Operations==


Intrado reorganized in five main segments: Cloud Collaboration,<ref>{{Cite web|url=https://intrado.com/en|title = Intrado &#124;}}</ref> 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.<ref>{{cite web|date=25 June 2019|title=West Corp Rebrands As Intrado, Reorganizes Operations|url=https://www.crn.com/news/running-your-business/west-corp-rebrands-as-intrado-reorganizes-operations|website=CRN}}.</ref> It spun out its telemarketing brand to West Revenue Generation Services (WRGS), also owned by [[Apollo Global Management]] in 2019 <ref>{{cite web |title=West Corporation Divests Remaining Legacy Call Center Operations |url=https://www.globenewswire.com/news-release/2019/01/02/1679602/0/en/West-Corporation-Divests-Remaining-Legacy-Call-Center-Operations.html |website=GlobeNewswire News Room |date=2 January 2019}}</ref>
Intrado is reorganized in five main segments: Cloud Collaboration,<ref>{{Cite web|url=https://intrado.com/en|title = Intrado &#124;}}</ref> 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.<ref>{{cite web|date=25 June 2019|title=West Corp Rebrands As Intrado, Reorganizes Operations|url=https://www.crn.com/news/running-your-business/west-corp-rebrands-as-intrado-reorganizes-operations|website=CRN}}.</ref> It spun out its telemarketing brand to West Revenue Generation Services (WRGS), also owned by [[Apollo Global Management]] in 2019<ref>{{cite web |title=West Corporation Divests Remaining Legacy Call Center Operations |url=https://www.globenewswire.com/news-release/2019/01/02/1679602/0/en/West-Corporation-Divests-Remaining-Legacy-Call-Center-Operations.html |website=GlobeNewswire News Room |date=2 January 2019}}</ref>


==History==
==History==
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In 2002, West acquired Tel Mark Sales, Dakotah Direct, and Attention, LLC.<ref name= "O" />
In 2002, West acquired Tel Mark Sales, Dakotah Direct, and Attention, LLC.<ref name= "O" />
The following year, West acquired conferencing company [[InterCall]] and ConferenceCall.com.<ref name= "O" /><ref name= "DM">{{cite web|url=http://www.dmnews.com/west-buys-conferencecallcom-for-385-million/article/82339/#|title=West Buys ConferenceCall.com for $38.5 Million|publisher=Direct Marketing News|access-date=11 July 2013}}</ref>
The following year, West acquired conferencing company InterCall and ConferenceCall.com.<ref name= "O" /><ref name= "DM">{{cite web|url=http://www.dmnews.com/west-buys-conferencecallcom-for-385-million/article/82339/#|title=West Buys ConferenceCall.com for $38.5 Million|publisher=Direct Marketing News|access-date=11 July 2013}}</ref>


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]].<ref name= "O" /> Gary and [[Mary West]] continued to maintain 25 percent of the company.<ref name= "O" />
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]].<ref name= "O" /> Gary and [[Mary West]] continued to maintain 25 percent of the company.<ref name= "O" />
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On August 31, 2018 West Corporation laid off 148 employees between their Middleton, WI and Green Bay, WI location after losing a major contract.<ref>{{cite web |last1=Bollier |first1=Jeff |title=West Corp. to lay off 148 after losing contract, including 36 at Ashwaubenon office |url=https://www.greenbaypressgazette.com/story/money/2018/08/06/west-corp-loses-contract-lays-off-148-wisconsin-workers-ashwaubenon/914103002/ |website=Green Bay Press-Gazette}}</ref>
On August 31, 2018 West Corporation laid off 148 employees between their Middleton, WI and Green Bay, WI location after losing a major contract.<ref>{{cite web |last1=Bollier |first1=Jeff |title=West Corp. to lay off 148 after losing contract, including 36 at Ashwaubenon office |url=https://www.greenbaypressgazette.com/story/money/2018/08/06/west-corp-loses-contract-lays-off-148-wisconsin-workers-ashwaubenon/914103002/ |website=Green Bay Press-Gazette}}</ref>


On June 25, 2019 West Corporation rebrands itself as Intrado reflecting both the evolution of the company as well as its vision for the future as a global leader of technology-enabled services.<ref>{{cite web| url=https://www.globenewswire.com/news-release/2019/06/25/1874053/0/en/West-Corporation-Announces-Rebrand-to-Intrado.html| title=West Corporation announces rebrand to Intrado| date=25 June 2019}}</ref>
On June 25, 2019 West Corporation rebranded itself to Intrado.<ref>{{cite web| url=https://www.globenewswire.com/news-release/2019/06/25/1874053/0/en/West-Corporation-Announces-Rebrand-to-Intrado.html| title=West Corporation announces rebrand to Intrado| date=25 June 2019}}</ref>


On December 20, 2020 Intrado acquires Asparia, a leading provider of patient engagement solutions for health systems, hospitals, and medical practices.<ref>{{cite web| url=https://www.healthcareittoday.com/2020/12/22/intrado-acquires-asparia/| title=Intrado acquires Asparia| date=22 December 2020}}</ref>
On September 11, 2020 Intrado acquired Syn-Apps LLC, developer of mass notification software.{{what|date=September 2020}} <ref>{{cite web| url=https://www.syn-apps.com/news-press/intrado-acquires-syn-apps-to-accelerate-iot-in-protecting-the-public-and-improving-emergency-response/| title=Intrado Acquires Syn-Apps to Accelerate IoT in Protecting the Public and Improving Emergency Response| date=11 September 2022}}</ref>


On December 20, 2020 Intrado acquired Asparia, a leading provider of patient engagement solutions{{what|date=January 2022}} for health systems, hospitals, and medical practices.<ref>{{cite web| url=https://www.healthcareittoday.com/2020/12/22/intrado-acquires-asparia/| title=Intrado acquires Asparia| date=22 December 2020}}</ref>
⚫
==Name history==


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.<ref>{{cite web | url=https://www.pehub.com/stonepeak-completes-acquisition-of-intrados-safety-business/#:~:text=Stonepeak%20has%20closed%20its%20previously,the%20deal%20was%20%242.4%20billion. | title=Stonepeak completes acquisition of Intrado's safety business|website=www.pehub.com}}</ref>
⚫
Nov 1996: West TeleServices Corporation


On October 2, 2023 Matt Carter was appointed CEO of Intrado Life & Safety replacing Jeff Robertson.<ref>{{cite web | url=https://www.intrado.com/news-releases/intrado-announces-leadership-transition | title= Matt Carter replaces Jeff Robertson as CEO|website=www.intrado.com}}</ref>
⚫
January 1, 2001: West Corporation <ref name= "I">{{cite web|url=http://news.investors.com/business-the-new-america/010401-347959-west-corp-omaha-nebraska-firm-with-low-profile-enjoying-high-growth.htm|title=WEST CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth|publisher=Investors.com|access-date=11 July 2013}}</ref>


⚫
==Name history==
⚫
June 25, 2019: Intrado<ref name="intrado.com">{{Cite web|url=https://finance.yahoo.com/news/west-corporation-announces-rebrand-intrado-160000746.html|title=West Corporation Announces Rebrand to Intrado}}</ref>
⚫
* November 1996: West TeleServices Corporation
⚫
* January 1, 2001: West Corporation<ref name= "I">{{cite web|url=http://news.investors.com/business-the-new-america/010401-347959-west-corp-omaha-nebraska-firm-with-low-profile-enjoying-high-growth.htm|title=WEST CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth|website=news.investors.com|access-date=11 July 2013}}</ref>
⚫
* June 25, 2019: Intrado<ref name="intrado.com">{{Cite web|url=https://finance.yahoo.com/news/west-corporation-announces-rebrand-intrado-160000746.html|title=West Corporation Announces Rebrand to Intrado|website=finance.yahoo.com}}</ref>


==Controversies==
==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.
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.<ref>{{cite web |url=https://medium.com/dataseries/the-counter-overflowth-behind-centurylinks-911-service-outage-of-2014-58eb30ca6252|title=Busy Signal: Behind CenturyLink's 911 Service Outage of 2014|date=11 February 2020}}</ref><ref>{{cite web |url=https://www.theverge.com/2014/10/20/7014705/coding-error-911-fcc-washington|title=A preventable coding error knocked out 911 service for millions|date=20 October 2014}}</ref><ref>{{cite web |url=https://docs.fcc.gov/public/attachments/DOC-330012A1.pdf}}</ref>
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.<ref>{{cite web |url=https://medium.com/dataseries/the-counter-overflowth-behind-centurylinks-911-service-outage-of-2014-58eb30ca6252|title=Busy Signal: Behind CenturyLink's 911 Service Outage of 2014|date=11 February 2020}}</ref><ref>{{cite web |url=https://www.theverge.com/2014/10/20/7014705/coding-error-911-fcc-washington|title=A preventable coding error knocked out 911 service for millions|date=20 October 2014}}</ref><ref>{{cite web |url=https://docs.fcc.gov/public/attachments/DOC-330012A1.pdf|title=April 2014 Multistate 911 Outage: Cause and Impact|date=October 2014|access-date=2022-06-18}}</ref> As a result, the [[FCC]] fined Intrado $1.4 million.<ref>{{cite web|url=https://docs.fcc.gov/public/attachments/DOC-332853A1.pdf|date=2015-04-06|access-date=2022-06-18|title=FCC Fines CenturyLink and Intrado $17.4 Million For Multi-State 911 Outage}}</ref>


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.<ref>{{cite web |last1=Harvey |first1=News Analysis Phil |last2=Reading 11/5/2019 |first2=Light |title=CenturyLink, West Safety Agree to Pay Up for 911 Outage |url=https://www.lightreading.com/automation/centurylink-west-safety-agree-to-pay-up-for-911-outage/d/d-id/755381 |website=Light Reading |language=en}}</ref> <ref>{{cite web |last1=FCC News |title=FCC ANNOUNCES SETTLEMENTS WITH CENTURYLINK & WEST SAFETY COMMUNICATIONS REGARDING 911 OUTAGE IN AUGUST 2018 |url=https://docs.fcc.gov/public/attachments/DOC-360612A1.pdf |website=FCC |publisher=FCC}}</ref><ref>{{cite web |title=CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage |url=https://www.rcrwireless.com/20191105/public-safety/centurylink-west-safety-comms-agree-to-575000-fine-over-911-outage |website=RCR Wireless News |date=5 November 2019}}</ref>
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.<ref>{{cite web |last1=Harvey |first1=News Analysis Phil |last2=Reading 11/5/2019 |first2=Light |title=CenturyLink, West Safety Agree to Pay Up for 911 Outage |url=https://www.lightreading.com/automation/centurylink-west-safety-agree-to-pay-up-for-911-outage/d/d-id/755381 |website=Light Reading |language=en}}</ref><ref>{{cite web |last1=FCC News |title=FCC Announces Settlemnts with CenturyLink & West Safety Communications Regarding 911 Outage in August 2018|url=https://docs.fcc.gov/public/attachments/DOC-360612A1.pdf |website=FCC |publisher=FCC}}</ref><ref>{{cite web |title=CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage |url=https://www.rcrwireless.com/20191105/public-safety/centurylink-west-safety-comms-agree-to-575000-fine-over-911-outage |website=RCR Wireless News |date=5 November 2019}}</ref>


In September 2020, 911 outages were reported across 14 states for more than an hour due in part to Intrado.<ref>{{cite web |last1=Krebs |first1=Brian |title=Who's Behind Monday's 14-State 911 Outage? — Krebs on Security |url=https://krebsonsecurity.com/2020/09/whos-behind-mondays-14-state-911-outage/ |website=Krebs on Security}}</ref> <ref>{{cite web |last1=Hollister |first1=Sean |title=911 outages have become a fact of life — are we even fixing this? |url=https://www.theverge.com/2020/9/29/21494652/911-outage-centurylink-lumen-intrado |website=The Verge |language=en |date=29 September 2020}}</ref>
In September 2020, 911 outages were reported across 14 states for more than an hour due in part to Intrado.<ref>{{cite web |last1=Krebs |first1=Brian |title=Who's Behind Monday's 14-State 911 Outage? — Krebs on Security |url=https://krebsonsecurity.com/2020/09/whos-behind-mondays-14-state-911-outage/ |website=Krebs on Security}}</ref><ref>{{cite web |last1=Hollister |first1=Sean |title=911 outages have become a fact of life — are we even fixing this? |url=https://www.theverge.com/2020/9/29/21494652/911-outage-centurylink-lumen-intrado |website=The Verge |language=en |date=29 September 2020}}</ref>


==Acquisitions==
==Acquisitions==
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* Dakotah Direct —2002<ref name= "O" />
* Dakotah Direct —2002<ref name= "O" />
* Attention LLC —2002<ref name= "O" />
* Attention LLC —2002<ref name= "O" />
* [[InterCall]] —2003<ref name= "O" />
* InterCall —2003<ref name= "O" />
* ConferenceCall.com — October 2003 <ref name= "DM" />
* ConferenceCall.com — October 2003<ref name= "DM" />
* Worldwide Asset Management — September 2004<ref name= "HB">{{cite web|url=http://www.highbeam.com/doc/1G1-121770856.html|archive-url=https://web.archive.org/web/20140610172611/http://www.highbeam.com/doc/1G1-121770856.html|url-status=dead|archive-date=10 June 2014|title=West Corp. to Buy Worldwide Asset.|publisher=HighBeam Research|access-date=11 July 2013}}</ref>
* Worldwide Asset Management — September 2004<ref name= "HB">{{cite web|url=http://www.highbeam.com/doc/1G1-121770856.html|archive-url=https://web.archive.org/web/20140610172611/http://www.highbeam.com/doc/1G1-121770856.html|url-status=dead|archive-date=10 June 2014|title=West Corp. to Buy Worldwide Asset|access-date=11 July 2013}}</ref>
* ECI Conference Call Services — November 2004<ref name= "NYT" />
* ECI Conference Call Services — November 2004<ref name= "NYT" />
* Sprint Conferencing — May 2005<ref name= "NYT2">{{cite news|url=https://www.nytimes.com/2005/05/10/business/company-news-west-will-pay-207-million-for-sprints-conferencing.html|title=COMPANY NEWS; WEST WILL PAY $207 MILLION FOR SPRINT'S CONFERENCING UNIT|newspaper=The New York Times|access-date=11 July 2013|date=2005-05-10|last1=News|first1=Bloomberg}}</ref>
* Sprint Conferencing — May 2005<ref name= "NYT2">{{cite news|url=https://www.nytimes.com/2005/05/10/business/company-news-west-will-pay-207-million-for-sprints-conferencing.html|title=COMPANY NEWS; WEST WILL PAY $207 MILLION FOR SPRINT'S CONFERENCING UNIT|newspaper=The New York Times|access-date=11 July 2013|date=2005-05-10}}</ref>
* [[Intrado]] — April 2006<ref name= "DBJ">{{cite web|url=http://www.bizjournals.com/denver/stories/2006/04/03/daily29.html|title=West completes Intrado acquisition|publisher=Denver Business Journal|access-date=11 July 2013}}</ref>
* Intrado — April 2006<ref name= "DBJ">{{cite web|url=http://www.bizjournals.com/denver/stories/2006/04/03/daily29.html|title=West completes Intrado acquisition|publisher=Denver Business Journal|access-date=11 July 2013}}</ref>
* Raindance Communications — April 2006<ref name= "TMC">{{cite web|url=http://www.tmcnet.com/channels/customer-care-solutions/articles/906-west-corporation-completes-raindance-acquisition-updates-2006-guidance.htm|title=West Corporation Completes Raindance Acquisition and Updates 2006 Guidance|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* Raindance Communications — April 2006<ref name= "TMC">{{cite web|url=http://www.tmcnet.com/channels/customer-care-solutions/articles/906-west-corporation-completes-raindance-acquisition-updates-2006-guidance.htm|title=West Corporation Completes Raindance Acquisition and Updates 2006 Guidance|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* CenterPost Communications — February 2007<ref name= "TMC2">{{cite web|url=http://www.tmcnet.com/channels/customer-care/articles/4855-west-corporation-acquire-televox-software-centerpost-communications.htm|title=West Corporation to Acquire TeleVox Software and CenterPost Communications|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* CenterPost Communications — February 2007<ref name= "TMC2">{{cite web|url=http://www.tmcnet.com/channels/customer-care/articles/4855-west-corporation-acquire-televox-software-centerpost-communications.htm|title=West Corporation to Acquire TeleVox Software and CenterPost Communications|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* TeleVox Software — March 2007<ref name= "TMC3">{{cite web|url=http://www.tmcnet.com/channels/customer-care/articles/5524-west-completes-acquisition-televox.htm|title=West Completes Acquisition of TeleVox|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* TeleVox Software — March 2007<ref name= "TMC3">{{cite web|url=http://www.tmcnet.com/channels/customer-care/articles/5524-west-completes-acquisition-televox.htm|title=West Completes Acquisition of TeleVox|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* Omnium Worldwide — April 2007<ref name= "HB2">{{cite web|url=http://www.highbeam.com/doc/1G1-162334674.html|archive-url=https://web.archive.org/web/20150924143100/http://www.highbeam.com/doc/1G1-162334674.html|url-status=dead|archive-date=24 September 2015|title=In Brief: Neb. Outsourcer West Sets Buyout.(West Corp.)(Omnium Worldwide Inc.)(Brief article)|publisher=HighBeam Research|access-date=11 July 2013}}</ref>
* Omnium Worldwide — April 2007<ref name= "HB2">{{cite web|url=http://www.highbeam.com/doc/1G1-162334674.html|archive-url=https://web.archive.org/web/20150924143100/http://www.highbeam.com/doc/1G1-162334674.html|url-status=dead|archive-date=24 September 2015|title=In Brief: Neb. Outsourcer West Sets Buyout. (West Corp.)(Omnium Worldwide Inc.) |access-date=11 July 2013}}</ref>
* HBF Communications — April 2008<ref name= "BBW">{{cite web|url=http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=10439746|title=Company Overview of HBF Group, Inc.|publisher=Businessweek|access-date=11 July 2013}}</ref>
* HBF Communications — April 2008<ref name= "BBW">{{cite web|url=http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=10439746|archive-url=https://web.archive.org/web/20100227043914/http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=10439746|url-status=dead|archive-date=February 27, 2010|title=Company Overview of HBF Group, Inc.|publisher=Businessweek|access-date=11 July 2013}}</ref>
* Genesys Conferencing — May 2008<ref name= "TMC4">{{cite web|url=http://www.tmcnet.com/channels/web-meeting/articles/28974-west-buys-genesys-conferencing.htm|title=West Buys Genesys Conferencing|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* Genesys Conferencing — May 2008<ref name= "TMC4">{{cite web|url=http://www.tmcnet.com/channels/web-meeting/articles/28974-west-buys-genesys-conferencing.htm|title=West Buys Genesys Conferencing|publisher=TMCnet.com|access-date=11 July 2013}}</ref>
* Stream 57 - January 2010<ref>{{cite web|url=http://www.intercall.com/about-us/press-releases_100119.php|title=InterCall Asserts Vision for Virtual Events with Acquisition of Stream57|publisher=Intercall|access-date=3 October 2014}}</ref>
* Stream 57 - January 2010<ref>{{cite web|url=http://www.intercall.com/about-us/press-releases_100119.php|title=InterCall Asserts Vision for Virtual Events with Acquisition of Stream57|publisher=Intercall|access-date=3 October 2014}}</ref>
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* Unisfair - March 2011
* Unisfair - March 2011
* Smoothstone IP Communications - April 2011
* Smoothstone IP Communications - April 2011
*HyperCube – November 2011<ref name= "TC">{{cite web|url=http://www.timescall.com/business/local-business/ci_19435087|title=West Corp. acquires HyperCube|date=29 November 2011|publisher=Longmont Times-Call|access-date=11 July 2013}}</ref>
* HyperCube – November 2011<ref name= "TC">{{cite web|url=http://www.timescall.com/business/local-business/ci_19435087|title=West Corp. acquires HyperCube|date=29 November 2011|publisher=Longmont Times-Call|access-date=11 July 2013}}</ref>
* SchoolMessenger - April 2014<ref>{{cite web|url=https://www.edsurge.com/n/2014-04-14-schoolmessenger-acquired-by-west-corporation|title=SchoolMessenger Acquired by West Corporation|publisher=edSurge|access-date=14 April 2014|date=2014-04-14}}</ref>
* SchoolMessenger - April 2014<ref>{{cite web|url=https://www.edsurge.com/n/2014-04-14-schoolmessenger-acquired-by-west-corporation|title=SchoolMessenger Acquired by West Corporation|publisher=edSurge|access-date=14 April 2014|date=2014-04-14}}</ref>
*ClientTell, Inc. - November 2015<ref>{{Cite web|url=https://www.clienttell.net/west-corporation-acquires-clienttell/|title=West Corporation Acquires ClientTell}}</ref>
* ClientTell, Inc. - November 2015<ref>{{Cite web|url=https://www.clienttell.net/west-corporation-acquires-clienttell/|title=West Corporation Acquires ClientTell}}</ref>
* Callpointe.com Inc - May 2017 <ref>{{cite web|url=https://www.callpointe.com/callpointe-now-part-west/|title=Callpointe is now part of West|publisher=Callpointe|access-date=11 April 2018|date=2017-08-02}}</ref>
* Magnetic North. - November 2015<ref>{{Cite web|url=https://www.finsmes.com/2015/11/west-acquires-magnetic-north.html|title=West Corporation Acquires Magnetic North|date=5 November 2015 }}</ref>
* Callpointe.com Inc - May 2017<ref>{{cite web|url=https://www.callpointe.com/callpointe-now-part-west/|title=Callpointe is now part of West|publisher=Callpointe|access-date=11 April 2018|date=2017-08-02}}</ref>
* ECaTS - November 2017<ref>{{cite web|url=https://www.cnbc.com/2017/11/08/globe-newswire-west-corporation-acquires-ecats.html|title=West Corporation Acquires ECaTS|publisher=CNBC|access-date=1 March 2018|date=2017-11-08}}</ref>
* ECaTS - November 2017<ref>{{cite web|url=https://www.cnbc.com/2017/11/08/globe-newswire-west-corporation-acquires-ecats.html|title=West Corporation Acquires ECaTS|publisher=CNBC|access-date=1 March 2018|date=2017-11-08}}</ref>
* PhoneTree - December 2017
* [[GlobeNewswire]] - April 2018
* [[GlobeNewswire]] - April 2018
* Flowroute - June 2018<ref>{{cite web|url=https://globenewswire.com/news-release/2018/06/29/1531741/0/en/West-Corporation-to-Acquire-Flowroute.html|title=West Corporation to Acquire Flowroute|publisher=GlobalNewsWire|access-date=29 June 2018|date=2018-06-29}}</ref>
* Flowroute - June 2018<ref>{{cite web|url=https://globenewswire.com/news-release/2018/06/29/1531741/0/en/West-Corporation-to-Acquire-Flowroute.html|title=West Corporation to Acquire Flowroute|publisher=GlobalNewsWire|access-date=29 June 2018|date=2018-06-29}}</ref>
Line 105: Line 114:


==Awards==
==Awards==

* April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer<ref name= "NC">{{cite web|url=http://www.national-college.edu/news-events/d/?i=West-Corporation-Awarded-for-Support-of-National-College-ISE-Program-20130429-2959|title=West Corporation Awarded for Support of National College ISE Program|publisher=National College|access-date=11 July 2013}}</ref>
* April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer<ref name= "NC">{{cite web|url=http://www.national-college.edu/news-events/d/?i=West-Corporation-Awarded-for-Support-of-National-College-ISE-Program-20130429-2959|title=West Corporation Awarded for Support of National College ISE Program|publisher=National College|access-date=11 July 2013}}</ref>


==References==
==References==
{{Reflist|30em}}
{{Reflist|30em}}

==External links==
⚫
*[http://www.west.com/ West Corporation]
*[http://www.westinteractive.com/ West Interactive]
*[http://www.westnotificationsgroup.com/ West Notifications Group]
*[http://www.televox.com/ Televox]
* [http://www.WestIPC.com/ West IP Communications]
* [https://www.salelytics.com/ Salelytics - Formerly West Revenue Generation]
* [https://intrado.com/en Intrado]


[[Category:Companies based in Omaha, Nebraska]]
[[Category:Companies based in Omaha, Nebraska]]
Line 124: Line 123:
[[Category:Telecommunications companies of the United States]]
[[Category:Telecommunications companies of the United States]]
[[Category:1986 establishments in Nebraska]]
[[Category:1986 establishments in Nebraska]]
[[Category:Companies listed on the Nasdaq]]

Latest revision as of 22:16, 24 September 2024

"West Corporation" redirects here. For other companies, see West (disambiguation).
Intrado
FormerlyWest Corporation
Company typePrivate[1]
Industry
  • Unified Communications
  • Interactive Services
  • Specialized Agent Services
  • Telecom Services
  • Safety Services
Founder
HeadquartersOmaha, Nebraska, US
Key people
  • John Shlonsky (CEO)
  • Matt Carter (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 was purchased by private equity firm Apollo Global Management on October 11, 2017.[1][4]

Business Operations

[edit]

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

[edit]

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 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

[edit]
  • November 1996: West TeleServices Corporation
  • January 1, 2001: West Corporation[17]
  • June 25, 2019: Intrado[18]

Controversies

[edit]

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.[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

[edit]

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[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]
  1. ^ a b c "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. ^ a b "COMPANY NEWS; WEST TO BUY ECI CONFERENCE CALL SERVICES". The New York Times. 2004-11-18. Retrieved 11 July 2013.
  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. ^ 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.
  9. ^ a b "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 Syn-Apps to Accelerate IoT in Protecting the Public and Improving Emergency Response". 11 September 2022.
  14. ^ "Intrado acquires Asparia". 22 December 2020.
  15. ^ "Stonepeak completes acquisition of Intrado's safety business". www.pehub.com.
  16. ^ "Matt Carter replaces Jeff Robertson as CEO". www.intrado.com.
  17. ^ "WEST CORP. /Omaha, Nebraska Firm With Low Profile Enjoying High Growth". news.investors.com. Retrieved 11 July 2013.
  18. ^ "West Corporation Announces Rebrand to Intrado". finance.yahoo.com.
  19. ^ "Busy Signal: Behind CenturyLink's 911 Service Outage of 2014". 11 February 2020.
  20. ^ "A preventable coding error knocked out 911 service for millions". 20 October 2014.
  21. ^ "April 2014 Multistate 911 Outage: Cause and Impact" (PDF). October 2014. Retrieved 2022-06-18.
  22. ^ "FCC Fines CenturyLink and Intrado $17.4 Million For Multi-State 911 Outage" (PDF). 2015-04-06. Retrieved 2022-06-18.
  23. ^ 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)
  24. ^ FCC News. "FCC Announces Settlemnts with CenturyLink & West Safety Communications Regarding 911 Outage in August 2018" (PDF). FCC. FCC.
  25. ^ "CenturyLink, West Safety Comms agree to $575,000 fine over 911 outage". RCR Wireless News. 5 November 2019.
  26. ^ Krebs, Brian. "Who's Behind Monday's 14-State 911 Outage? — Krebs on Security". Krebs on Security.
  27. ^ Hollister, Sean (29 September 2020). "911 outages have become a fact of life — are we even fixing this?". The Verge.
  28. ^ "West Corp. to Buy Worldwide Asset". Archived from the original on 10 June 2014. Retrieved 11 July 2013.
  29. ^ "COMPANY NEWS; WEST WILL PAY $207 MILLION FOR SPRINT'S CONFERENCING UNIT". The New York Times. 2005-05-10. Retrieved 11 July 2013.
  30. ^ "West completes Intrado acquisition". Denver Business Journal. Retrieved 11 July 2013.
  31. ^ "West Corporation Completes Raindance Acquisition and Updates 2006 Guidance". TMCnet.com. Retrieved 11 July 2013.
  32. ^ "West Corporation to Acquire TeleVox Software and CenterPost Communications". TMCnet.com. Retrieved 11 July 2013.
  33. ^ "West Completes Acquisition of TeleVox". TMCnet.com. Retrieved 11 July 2013.
  34. ^ "In Brief: Neb. Outsourcer West Sets Buyout. (West Corp.)(Omnium Worldwide Inc.)". Archived from the original on 24 September 2015. Retrieved 11 July 2013.
  35. ^ "Company Overview of HBF Group, Inc". Businessweek. Archived from the original on February 27, 2010. Retrieved 11 July 2013.
  36. ^ "West Buys Genesys Conferencing". TMCnet.com. Retrieved 11 July 2013.
  37. ^ "InterCall Asserts Vision for Virtual Events with Acquisition of Stream57". Intercall. Retrieved 3 October 2014.
  38. ^ "West Corp. To Acquire SKT Business Communication". PE Hub. Retrieved 16 July 2021.
  39. ^ "West Corp. Buys Holly Connects". Mergers & Acquisitions. Retrieved 11 July 2013.
  40. ^ "West Interactive Acquires TuVox". insideARM. 26 July 2010. Retrieved 16 July 2021.
  41. ^ "West Corporation to Acquire Smoothstone IP Communications".
  42. ^ "West Corp. acquires HyperCube". Longmont Times-Call. 29 November 2011. Retrieved 11 July 2013.
  43. ^ "SchoolMessenger Acquired by West Corporation". edSurge. 2014-04-14. Retrieved 14 April 2014.
  44. ^ "West Corporation Acquires ClientTell".
  45. ^ "West Corporation Acquires Magnetic North". 5 November 2015.
  46. ^ "Callpointe is now part of West". Callpointe. 2017-08-02. Retrieved 11 April 2018.
  47. ^ "West Corporation Acquires ECaTS". CNBC. 2017-11-08. Retrieved 1 March 2018.
  48. ^ "West Corporation to Acquire Flowroute". GlobalNewsWire. 2018-06-29. Retrieved 29 June 2018.
  49. ^ "Intrado Acquires Asparia". 22 December 2020.
  50. ^ "West Corporation Awarded for Support of National College ISE Program". National College. Retrieved 11 July 2013.
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