|[March 15, 2012]
Five9 and NICE Deliver Industry-Leading Workforce Optimization in the Cloud
PLEASANTON, Calif. --(Business Wire)--
Five9 (News - Alert), 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 accelerateddramatically 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 (News - Alert)-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
is the leading global provider of cloud-based contact
center software for Sales, Marketing and Support. The award-winning
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.
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