The FCC’s Enforcement Bureau (Bureau) has entered into a Consent Decree with inContact, Inc., which resolves the Bureau’s investigation into whether inContact failed to ensure that calls to a consumer in rural Minnesota were completed. inContact is a Utah-based long distance carrier and provider of call center-related services. As explained in the Consent Decree, inContact customers may select a private dedicated connection or allow calls to originate and terminate through the public switched telecommunications network using inContact’s network and long distance carriers that inContact interconnects with at a wholesale level.
The Bureau began investigating inContact following the company’s response to an informal complaint filed by a consumer in December 2014. According to the Consent Decree, inContact took action in response to the complaint, but failed until July 2015 to ensure that the intermediate providers it used to deliver traffic to the rural area where the complainant was located were performing adequately. For purposes of terminating the Bureau’s investigation, inContact admits that it failed to ensure that its intermediate providers were performing adequately and that it failed to cooperate with the FCC’s investigation. As part of the settlement, inContact will implement a compliance plan to prevent recurrence of call completion violations and will pay a $100,000 civil penalty.