inContact Reports Second Quarter 2013 Financial Results

Company Achieves Record Bookings, Year-Over-Year Software Revenue Growth of 26% and Consolidated Revenue Growth of 19% 

SALT LAKE CITY – August 8, 2013 – inContact, Inc., the leading provider of cloud contact center software and contact center agent optimization tools, today reported financial results for the second quarter ended June 30, 2013.

Said Paul Jarman, inContact CEO, “I’m pleased to announce that Q2 was the strongest bookings quarter in the company’s history, up 46 percent over what was a very strong comparable quarter in Q2 2012. During the quarter, we closed a record number of 83 contracts, 54 with new logo customers and 29 expansion deals. These strong bookings results have been fueled by our continued investment in demand generation marketing and sales expansion. As the cloud market becomes increasingly mainstream, we see larger and larger enterprise customers adopting the cloud, which is another driver of our extremely strong bookings. We believe that the cloud contact center market is undergoing a meaningful shift into a new phase of adoption and inContact is benefiting from these powerful market dynamics.”


Software segment revenue totaled $16.2 million for the quarter ended June 30, 2013, an increase of $3.4 million or 26% from $12.8 million in Q2 2012. Telecom segment revenue for Q2 2013 was $14.9 million for the quarter ended June 30, 2013, an increase of $1.6 million or 12% from $13.3 million in Q2 2012, driven by increases in software-related telecom revenue.

Consolidated revenue for the quarter ended June 30, 2013 was $31.1 million versus $26.1 million for the same period in 2012, an increase of 19%.

For the six months ended June 30, 2013, Software segment revenue totaled $32.4 million, an increase of 29% from $25.1 million for 2012. For the six months ended June 30, 2013, Telecom segment revenue totaled $30.3 million, an increase of 14% from $26.6 million for 2012.

Gross Margin

The Q2 2013 Software segment gross margin was 61% versus 59% in Q2 2012, and excluding non-cash charges, non-GAAP Software segment gross margin was 73% for the quarter, versus 72% in Q2 2012. This increase in gross margin is principally attributable to revenue increases in 2013 as well as operational efficiencies and leverage in international infrastructure investments made in Q4 of 2011. Second quarter 2013 Telecom segment gross margin was 35% versus 31% in Q2 2012.

Consolidated gross margin percentage was 49% in the second quarter compared to 45% for the same period in 2012. Excluding non-cash charges, consolidated gross margin was 56% for the second quarter compared to 52% for the same period in 2012.

Adjusted EBITDA

Earnings before interest, taxes, depreciation, amortization and stock-based compensation (“Adjusted EBITDA”) for the second quarter 2013 was $1.9 million versus $1.1 million during the same period in 2012. Our increase in Adjusted EBITDA is primarily due to the increase in margins discussed above. 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 June 30, 2013 was $1.8 million, or ($0.03) per share, as compared to a net loss of $1.8 million or ($0.04) per share for the same period in 2012. 

Jarman concluded, “We have a clear leadership position in a market that is rapidly growing, and have the right innovative products that contact centers need to address their biggest challenges.  We are winning in a variety of promising new vertical markets and are having increasing success in large enterprise deals.  We have a strong and growing distribution channel to help us reach the broadest possible audience for our award-winning portfolio solutions.  These factors give us great confidence in our strategy and in our long-term growth opportunity.”


We will host a conference call to discuss our second quarter 2013 financial results later today at 4:30 p.m. Eastern time (1:30 p.m. Pacific).

Dial-In Number: 1-866-952-1906
International: + 1-785-424-1825
Conference ID#: INCONTACT

An audio file of the call will be available after August 10, 2013 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 August 15, 2013:

Toll-free replay number: 1-877-870-5176
International replay number: + 1-858-384-5517
Replay Pin Number: 12330

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 futureaka 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 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 Telecom 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 ended June 30, 2013 and 2012 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 an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit


Investor Contact:

Steven Pasko
Market Street Partners

General Contact:

Mariann McDonagh
Chief Marketing Officer

 inContact® is the registered trademark of inContact, Inc.