Fully Integrated Product Suite Available Today
PLEASANTON, Calif. — March 14, 2012 — Five9 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 Centre 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 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.”
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-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 ownership.
Five9 is the leading global provider of cloud-based call center software for Sales, Marketing and Support. The award-winning Five9 Virtual Call Centre 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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