View source for Intrado

{{Short description|American call center company}}
{{redirect|West Corporation|other companies|West (disambiguation)}}
{{Infobox company
| name = Intrado
| logo = Intrado logo.svg
| former_name = West Corporation
| 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
| founder = {{ubl|Gary West|[[Mary West]]}}
| key_people = {{ubl|John Shlonsky ([[Chief executive officer|CEO]])|Matt Carter ([[President (corporate title)|president]], Life & Safety Division)}}
| num_employees = 9,659 (2018)<ref>{{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 = {{ubl
|Unified Communications
|Interactive Services
|Specialized Agent Services
|Telecom Services
|Safety 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>
| owner = [[Apollo Global Management]]
| homepage = {{URL| intrado.com}}
}}

'''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==

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==

Gary and [[Mary West]] co-founded WATS Marketing of America in 1978.<ref name= "O">{{cite web|url=https://www.omaha.com/money/west-corp-s-public-offering-puts-a-face-on-behind/article_de7f8683-7c76-5603-8da2-a8653984491c.html|title=West Corp.'s public offering puts a face on behind-the-scenes operations|publisher=Omaha.com|access-date=11 July 2013}}</ref> The couple left the company in 1985 and [[Mary West]] founded West Teleservices with Troy Eaden in 1986.<ref name= "O" /> Gary West joined West Teleservices one year later as chairman.<ref name= "O" />

During the first decade, West Teleservices hired thousands of employees and reached over $100 million in net proceeds.<ref name= "O" /> West Teleservices expanded their products through a series of acquisitions, including Tel Mark Sales Inc., Intercall, Televox, and HyperCube.<ref name= "O" />

In November 1996, West went public with 2,000 employees.<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|archive-date=1 August 2013|archive-url=https://web.archive.org/web/20130801120538/http://www.dmnews.com/west-buys-conferencecallcom-for-385-million/article/82339/|url-status=dead}}</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 January 2015, West announced the sale of its agent services businesses to [[Alorica]]. The sale closed in early March 2015.<ref name="AgentSale2">{{cite web|url=http://www.insidearm.com/daily/debt-collection-news/debt-collection/alorica-completes-acquisition-of-west-corporations-agent-services-businesses-including-arm/|title=Alorica Completes Acquisition of West Corporation's Agent Services Businesses, Including ARM|access-date=20 August 2016|date=2015-03-05}}</ref>

In October 2017, West was purchased by Apollo Global Management, a New York-based private equity firm, for $5.2 billion.<ref name="omaha.com"/>

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 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 September 11, 2020 Intrado acquired Syn-Apps LLC, developer of mass notification software.<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<ref>{{cite web| url=https://www.healthcareittoday.com/2020/12/22/intrado-acquires-asparia/| title=Intrado acquires Asparia| date=22 December 2020}}</ref>

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>

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>

==Name history==
* 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==
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 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==

Between 2002 and 2013, West Corporation invested approximately $2.7 billion in strategic acquisitions.<ref name= "O" />

West has acquired:
{{div-col|colwidth=20em|content=
* Tel Mark Sales —2002<ref name= "O" />
* Dakotah Direct —2002<ref name= "O" />
* Attention LLC —2002<ref name= "O" />
* InterCall —2003<ref name= "O" />
* 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|access-date=11 July 2013}}</ref>
* 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}}</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>
* 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>
* 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|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>
* 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>
* SKT Business Communications Solutions - March 2010<ref name= "PE Hub">{{cite web|url=http://www.pehub.com/west-corp-to-acquiore-skt-bnusiness-communication/|title=West Corp. To Acquire SKT Business Communication|publisher=PE Hub|access-date=16 July 2021}}</ref>
* Holly Connects — May 2010<ref name= "MM">{{cite web|url=http://www.themiddlemarket.com/news/west-buys-holly-connects-206216-1.html|title=West Corp. Buys Holly Connects|publisher=Mergers & Acquisitions|access-date=11 July 2013|archive-date=24 December 2013|archive-url=https://web.archive.org/web/20131224095957/http://www.themiddlemarket.com/news/west-buys-holly-connects-206216-1.html|url-status=dead}}</ref>
* [[TuVox]] - July 2010<ref name= "TuVox">{{cite web|url=https://www.insidearm.com/news/00004123-west-interactive-acquires-tuvox/|title=West Interactive Acquires TuVox|date=26 July 2010|publisher=insideARM|access-date=16 July 2021}}</ref>
* Specialty Pharmacy Network – February 2011<ref name= "SIP">{{cite web|url=http://investor.west.com/releasedetail.cfm?releaseid=570857|title=West Corporation to Acquire Smoothstone IP Communications}}</ref>
* Twenty First Century Communications - February 2011
* PostCTI - February 2011
* Unisfair - March 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>
* 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|access-date=2018-09-27|archive-date=2018-09-28|archive-url=https://web.archive.org/web/20180928003402/https://www.clienttell.net/west-corporation-acquires-clienttell/|url-status=dead}}</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|archive-date=2018-04-12|archive-url=https://web.archive.org/web/20180412001245/https://www.callpointe.com/callpointe-now-part-west/|url-status=dead}}</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
* 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>
* Asparia - December 2020<ref>{{cite web|url=https://www.healthcareittoday.com/2020/12/22/intrado-acquires-asparia/|title=Intrado Acquires Asparia|date=22 December 2020}}</ref>
}}

==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}}{{Dead link|date=November 2025 |bot=InternetArchiveBot }}</ref>

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

[[Category:Companies based in Omaha, Nebraska]]
[[Category:Companies established in 1986]]
[[Category:Telecommunications companies of the United States]]
[[Category:1986 establishments in Nebraska]]