TMCnet LOGIN
Webinars
Hosted Contact Center Featured Article
Five9 and NICE Partner for a More Complete Hosted Solution
Five9’s (News - Alert) hosted contact center solutions have proven to a valuable asset for customer service operations of all sizes. With flexible, inexpensive alternatives to premise based solutions their hosted solutions have allowed them to gain traction in the industry and presented Five9 with numerous opportunities to consort and partner with other leaders in the field. This includes NICE systems a leader in real-time analytics and work optimization suites.
The two companies have entered into an agreement that will bring their utilities together in an integrated solution this summer, combining the comprehensive cloud based call center solutions of Five9 with the proven analytic suite of NICE. Under the agreement, Five9 will be authorized to host and resell solutions from NICE, including its quality PCI (News - Alert)-compliant call recording, screen recording, analytics-based call scoring, quality optimization and workforce management. Five9 will be launching the integrated cloud-based offering later this summer.
Mike Burkland, CEO of Five9, stated, “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.”
Considering Five9’s storied history in the solution hosting field and NICE’s portfolio of essential software, the partnership will be beneficial for both parties. Five9 will also be joining NICE’s global customer conference this week in Las Vegas. The Customer Conference will help attendees gain valuable insight into NICE’s strategic vision and help them to learn how to make their business more successful and profitable.
Both of these hosted solutions together should offer business a totally new way to engage with customer and streamline the efficiency of their call center operation.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Jennifer Russell
