Intrado

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"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

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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

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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.[13]

On December 20, 2020 Intrado acquired Asparia[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

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

Controversies

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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

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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

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  • April 2013 National College and West Corporation & Business Solutions Distinguished Community Employer[50]

References

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