Five9 in Pact with NICE to Develop Cloud-based Workforce Optimization

NICE Systems (News - Alert), a provider of real-time, cross-channel analytics applications, announced it is partnering with Five9, a cloud-based contact center firm, to develop a cloud-based Workforce Optimization (WFO) application.

Cloud-based workforce optimization solutions offer several advantages. Compared to traditional offerings, cloud gives more opportunities to add security, scalability, upgrades, reliability, and ease of deployment at a much lower cost. Another added benefit to call centers is the ability to forecast because of advanced analytics.

However, deploying cloud-based solution for workforce optimization often comes with associated challenges. Call centers that are not utilizing the cloud effectively could be failing to negotiate the best return on investment with these solution offerings. Call centers can get preoccupied with adopting the solutions and continuously training users, which lessens workforce optimization by increasing the investment with no return. 

The new cloud-based workforce optimization solution is hosted by Five9 (News - Alert) in the cloud and adds NICE Technology to the Five9 contact center application.

Designed for contact centers, Five9 WFO measures and develops critical agent skills. It also improves efficiency alongside and across the entire organization. Additionally, the solution includes advanced forecasting and scheduling with existing multi-skill and multi-site capabilities, analysis of interactions using speech, desktop and call flow analytics.

An advantage of this cloud-based solution is that it offers better data protection and additional capabilities, enabling contact center to comply with consumer privacy regulations like PCI (News - Alert)-DSS. It also includes interaction recording with built-in query, storage and retention capabilities, besides performance monitoring and evaluation with integrated coaching capabilities.

Recently NICE announced it has combined two of its solutions to enhance the overall customer experience.

NICE’s Interaction Management platform, together with its Fizzback real-time customer feedback solution, will offer automatically generated requests for customer feedback at the conclusion of interactions. By correlating individual customer feedback results with related interaction data, the solutions provide companies with the insight needed to establish root causes of specific negative customer experiences.