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Five9 Teams with NICE System for Workforce Optimization Solution

Cloud-based contact center solution developer Five9 (News - Alert) has partnered with NICE Systems (News - Alert) to create a cloud-based Workforce Optimization (WFO) solution. According to the company, the new WFO solution integrates NICE technology to provide real-time, cross-channel analytics and will be hosted by Five9 in the cloud. The solution is aimed at contact and call centers of all sizes and levels of complexity.

The solution is built on Five9’s Virtual Contact Center platform and offers a number of features, including interaction recording with built-in query, storage and retention capabilities, performance monitoring and evaluation with integrated coaching capabilities, forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities, interactions analysis using speech, desktop and call flow analytics, and performance dashboards and scorecards for individuals, teams and entire organizations.

"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," said Mike Burkland, CEO of Five9, in a company statement.

Five9 Workforce Optimization (WFO) provides continuous monitoring of customer interactions allow agents to receive feedback and coaching to develop their skills. The solution also increases operational efficiency across the entire organization, while enhancing data protection and customer retention capabilities, the company said. The solution’s data security features will assist contact centers with consumer privacy regulation compliance, including PCI (News - Alert)-DSS regulations.

A leader in the on-demand contact center software market since 2001, Five9 had continued to develop its portfolio of contact center solutions, responding to market demand, customer and partner feedback. Noted for high levels of customer service and scalability of its solutions, Five9 offers businesses of all sizes access to productivity and efficiency-boosting contact center solutions that reduce costs and maximize agent skills and usage.

Five9 also delivers cloud-based contact center software for companies located around the world. Its Five9 Virtual Call Center and Predictive Dialer have been deployed by businesses of all sizes on five continents, allowing clients to leverage Five9's wide range of functionality to obtain the latest technology to boost agent productivity and business flexibility. For more information, visit www.Five9.com .