inContact Reports First Quarter 2014 Financial Results

  • Record software segment revenues of $20.0 million, up 24% year-over-year
  • Consolidated revenue of $37.1 million, up 17% year-over-year
  • Adjusted Q1 EBITDA of $3.0 million highest in 4 years

SALT LAKE CITY – May 6, 2014 – inContact, Inc., the leading provider of cloud contact center software and contact center optimization tools, today reported financial results for the first quarter ended March 31, 2014.

Said Paul Jarman, inContact CEO, “We had a strong start for 2014 with record Q1 bookings, growing revenues and strong performance from our distribution channels. In Q1, we added customers in healthcare, finance and government, and we expect those verticals to continue to drive growth throughout 2014. For the first quarter, we booked 82 total contracts, 50 with new customers and 32 expansion deals, which represents 21% year over year increase in estimated annual contract value. Q1 was the strongest quarter to date for new customer implementations, which is a critical component to our revenue growth.”


Software segment revenue totaled $20.0 million for the quarter ended March 31, 2014, an increase of 24% from $16.2 million in Q1 2013. Combined software and software-related network connectivity revenue for the quarter ended March 31, 2014 was $34.4 million, an increase of 21% from $28.5million for the quarter ended March 31, 2013. Approximately 84% of Network connectivity segment revenues were derived from contracts with customers utilizing our contact center software.

Consolidated revenue for the quarter ended March 31, 2014 was $37.1 million versus $31.6 million for the same period in 2013, an increase of 17%.

Gross Margin

Software segment gross margin for the quarter ended March 31, 2014 was 59% versus 60% for the same period in 2013, and excluding non-cash charges, non-GAAP Software segment gross margin was 72% for the first quarter of 2014, versus 72% in the first quarter of 2013.  First quarter 2014 Network connectivity segment gross margin was 36% versus 35%, due to increased efficiencies in call routing related to previous investments in technology, which has resulted in lower variable Network connectivity costs.

Consolidated gross margin percentage was 49% in the first quarter of 2014 compared to 48% for the same period in 2013. Excluding non-cash charges, consolidated gross margin was 56% for the first quarter 2014 compared to 55% for the same period in 2013.

Adjusted EBITDA

Earnings before interest, taxes, depreciation, amortization and stock-based compensation (“Adjusted EBITDA”) for the first quarter of 2014 was $3.0 million versus $2.2 million during the same period in 2013. Adjusted EBITDA is a non-GAAP measure management believes provides important insight into our operating results (see reconciliation of non-GAAP measures below).

Net Loss

Net loss for the quarter ended March 31, 2014 was $1.4 million, or ($0.02) per share, as compared to a net loss of $1.2 million or ($0.02) per share for the same period in 2013. 

Jarman concluded, “According to Forrester, the cloud is moving into a second growth phase, with cloud services set to rival traditional infrastructure deployments by 2020. With this strong Q1 start and our lead in this rapidly growing market, inContact is well-positioned for accelerating growth in the coming quarters.”


We will host a conference call to discuss our first quarter 2014 financial results later today at 4:30 p.m. Eastern time (1:30 p.m. Pacific).

Dial-In Number: 1-866-952-1907

International: + 1-785-424-1826

Conference ID#: INCONTACT

An audio file of the call will be available after May 7, 2014 on the inContact Investor Relations website at, in the Webcasts and Presentations section. A replay of the call will be available via telephone after 7:30 p.m. Eastern time today and until May 13, 2014.

Toll-free replay number: 1-877-870-5176

International replay number: 1-858-384-5517

Replay Pin Number: 1233200

Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995

All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on inContact’s current expectations, estimates and projections about inContact’s industry, management’s beliefs, and certain assumptions made by management, all of which are subject to change. Forward-looking statements can often be identified by words such as “anticipates,” “expects,” “intends,” “plans,” “predicts,” “believes,” “seeks,” “estimates,” “may,” “will,” “should,” “would,” “could,” “potential,” “continue,” “ongoing,” similar expressions, and variations or negatives of these words and include, but are not limited to, statements regarding projected results of operations and management’s future strategic plans. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.

The risks and uncertainties referred to above include, but are not limited to, risks associated with inContact’s business model; our ability to develop or acquire, and gain market acceptance for new products, including our new sales and marketing and voice automation products, in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; its ability to expand operations; fluctuations in its earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; its ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; and its ability to expand, retain and motivate our employees and manage its growth. Further information on potential factors that could affect our financial results is included in inContact’s annual report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. inContact undertakes no obligation to revise or update publicly any forward-looking statement for any reason.


We operate under two business segments: Software and Network connectivity (formerly “Telecom”). The Software segment includes all monthly recurring revenue related to the delivery of our software applications, plus the associated professional services and setup fees and revenue related to quarterly minimum purchase commitments through July 2014, from a related party reseller. The Network connectivity segment includes all voice and data long distance services provided to customers.

For segment reporting, we classify operating expenses as either “direct” or “indirect.” Direct expense refers to costs attributable solely to either selling and marketing efforts or research and development efforts. Indirect expense refers to costs that management considers to be overhead in running the business. Management evaluates expenditures for both selling and marketing and research and development efforts at the segment level without the allocation of overhead expenses, such as rent, utilities and depreciation on property and equipment.

Operating segment revenues and profitability for the quarters March 31, 2014 and 2013 were as follows (in thousands-unaudited):


“Adjusted EBITDA” is Earnings Before deductions for Interest, Taxes, Depreciation and Amortization and Stock-Based Compensation. “Gross Margin Before deductions for Depreciation and Amortization and Stock-Based Compensation” is Gross Margin before deductions for Depreciation and Amortization and Stock-Based Compensation. Neither are measures of financial performance under generally accepted accounting principles (GAAP). Adjusted EBITDA and Gross Margin Before deductions for Depreciation and Amortization and Stock-Based Compensation are provided for the use of the reader in understanding our operating results and are not prepared in accordance with, nor does it serve as an alternative to GAAP measures and may be materially different from similar measures used by other companies. While not a substitute for information prepared in accordance with GAAP, management believes that this information is helpful for investors to more easily understand our operating financial performance. Management also believes these measures may better enable an investor to form views of our potential financial performance in the future. These measures have limitations as analytical tools, and investors should not consider these measures in isolation or as a substitute for analysis of our results prepared in accordance with GAAP.

About inContact

inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with enterprise-class Network connectivity for a complete customer interaction solution. Winner of 2014 CRM Magazine Rising Star Award, in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit

inContact® is the registered trademark of inContact, Inc.

CONTACT: Investor Contact: Edward Keaney, Market Street Partners, 415-445-3238,, or General Contact: Mariann McDonagh, inContact, Chief Marketing Officer, 801-320-3347,