Hosted Call Center Featured Article

Five9/NICE Systems Unite to Deliver Cloud Workforce Optimization

By Linda Dobel
TMCnet Contributor

As the hosted contact center model becomes more and more popular, leading vendors have taken notice and are coming up with solutions to address their customers’ desire to move applications off-premise so they can take advantage of the benefits offered by cloud communications and technology.

Cloud-based call center software giant, Five9 (News - Alert) continues to enhance its call center product portfolio, this time with the announcement that it has formed a business and technology partnership with NICE Systems (News - Alert), a worldwide leader of intent-based solutions driven by real-time, cross-channel analytics.

The business and technology partnership with NICE Systems announced by Five9 this week  is intended to address the needs of customer-centric businesses and aims to deliver a comprehensive cloud-based call center solution to better serve the requirements of Five9's larger, more sophisticated customers, the company said.

Details of the partnership specify that Five9 will be hosting and reselling solutions from NICE Systems, including quality management—comprising PCI (News - Alert)-compliant call recording, screen recording, analytics-based call scoring and quality optimization—and workforce management. 

Five 9 said that the partnership with NICE Systems not only brings Five9 customers access to advanced analytics-based solutions provided by NICE Systems, but also the opportunity to increase revenue, enhance their customers’ interaction experience, and optimize contact center and back-office operations. NICE System’s robust interaction recording solution also provides Five9 customers with greatly enhanced data protection and customer retention capabilities as well as the ability to comply with latest industry regulations such as PCI-DSS.

Mike Burkland, CEO of Five9, commenting on the partnership, 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."

The benefits of the partnership are not just one-sided in favor of Five9. NICE Systems believes it will benefit as well. 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."

Five9 intends to launch the integrated cloud-based offering later this summer.

In other news, TMCnet reported “Hosted contact centers have become the option of choice for many communication operations as they offer flexibility and low start up costs for anyone looking to break into the field.”