Five9 and NICE Deliver Industry-Leading Workforce Optimization in the Cloud
March 15 2012 - 11:00AM
Business Wire
Five9, Inc., the leader in cloud-based contact center software,
and NICE Systems, a worldwide leader of solutions, driven by
real-time, cross-channel analytics, announced today the
availability of a cloud-based Workforce Optimization (WFO)
solution. The solution, hosted by Five9 in the cloud, adds
industry-leading NICE Technology to the comprehensive Five9 contact
center solution, meeting the needs of even the most sophisticated
contact centers.
Tightly integrated with the Five9 Virtual Contact Center
platform, and powered by industry-leading NICE Technology, the
complete Five9 Workforce Optimization solution includes:
- Interaction Recording – Robust
interaction recording with built-in query, storage and retention
capabilities.
- Quality Monitoring – Performance
monitoring and evaluation with integrated coaching
capabilities.
- Workforce Management - Advanced
forecasting and scheduling capabilities with built-in multi-skill
and multi-site capabilities.
- Interaction and Speech Analytics
- Analysis of interactions using speech, desktop and call flow
analytics
- Agent Performance Management -
Performance dashboards and scorecards for individuals, teams and
entire organizations.
Mike Burkland, CEO of Five9, stated, "The market for cloud-based
contact center solutions has accelerated dramatically over the last
several years. By partnering with NICE, the clear market leader in
Workforce Optimization, we have added a significant market
opportunity, delivering the proven benefits of WFO through our
cloud-based platform.”
Five9 Workforce Optimization (WFO) consistently measures and
develops critical agent skills while driving operational efficiency
across the entire organization. The solution also includes enhanced
data protection and customer retention capabilities that aid
contact centers in complying with consumer privacy regulations such
as PCI-DSS. Together, these new capabilities enable Five9 customers
to meet rapidly proliferating service goals and growing customer
expectations, while balancing agent costs.
Five9 pioneered the on-demand contact center software market in
2001 and continues to enhance its contact center product portfolio
based on market demand, customer and partner feedback. The company
continues to distinguish itself with high levels of customer
service as well as a promise to offer companies of all sizes access
to sophisticated and innovative contact center solutions at a
highly attractive total cost of ownership.
About Five9
Five9 is the leading global provider of cloud-based contact
center software for Sales, Marketing and Support. The award-winning
Five9 Virtual Call Center and Predictive Dialer serve customers of
all sizes on five continents. Customers profit from Five9’s
reliable, robust functionality that provides the best technology,
improves agent productivity, and delivers business flexibility. For
more information, visit www.Five9.com. Like Five9? Tell your
friends: www.Facebook.com/CallCenterSoftware
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their respective owners.