Workforce Optimization Goes to the Cloud with Partnership between NICE and Five9

In a collaboration between NICE Systems (News - Alert) and Five9, NICE’s industry-leading workforce optimization software will enhance Five9’s (News - Alert) ability to serve its larger customer base with real-time, cross-channel analytics that comprise an intricate cloud-based call center platform. As a leader in on-demand call center software, Five9 will benefit from NICE’s offerings by being able to better serve its enterprise customers.

"As we continue to move up-market and serve the needs of more complex customers, it's important to provide comprehensive and integrated solutions which have been proven and established in the marketplace – the NICE SmartCenter, NICE's workforce optimization solutions, and NICE's market reputation add this to the Five9 portfolio of software and services," stated Mike Burkland, CEO of Five9.

Five9 will host and resell NICE’s solutions including ones for quality management, workforce management, call scoring, screen recording, and PCI (News - Alert)-compliant call recording. Yochai Rozenblat, CEO and President, Americas for NICE said, "We believe that this cooperation with a leading provider of virtual call center software is a very good fit for delivering our real-time cross-channel solutions either on premise or in the cloud."

The solutions from NICE incorporate advanced analytics-based software that will enable Five9 to enhance its call center product portfolio while managing its customer relationship strategies. Five9 will release its integrated cloud-based offering later this year.

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Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell