NICE Workforce Management enables American
Support to deliver improved customer experience while reducing
costs
NICE Systems, (NASDAQ:NICE) and Five9 Inc.
(NASDAQ:FIVN), announced today that American Support is
using NICE Workforce Management (WFM) in the Cloud as part of their
Five9 cloud implementation. The U.S.-based call center outsourcer
implemented the solution for over 500 seats to improve sales and
operational efficiency for their clients as a replacement to its
outdated, on premise WFM system.
In addition to NICE WFM, American Support implemented NICE
Express Messenger, which automates the time-consuming task of
communicating schedule changes to agents and their supervisors, and
transmits last minute schedule changes to their cell phone and/or
home e-mail address when they are out of the office. With less
administrative work, workforce managers and contact center
supervisors can focus on managing their day-to-day operations,
instead of dealing with relaying schedule changes.
As part of their cloud strategy, American Support leverages
Five9 to deliver everything needed to connect customers to agents
in any channel, including phone, web, chat, email, mobile apps and
social media. Five9 provides a full end-to-end solution with
sophisticated management applications such as Supervisor Desktop to
monitor and coach agents, real-time and historical reporting,
recording, workforce management, quality monitoring, and
out-of-the-box and custom CRM integrations.
Seamlessly integrated with the Five9 platform, NICE WFM enables
American Support to deliver an improved customer experience from
the call center, while meeting their service levels for their
clients.
Matt Zemon, President and CEO of American Support:
“The NICE Workforce Management solution hosted in the cloud
provides our team with an easy user experience and is ideal for our
forecasting and scheduling needs, and the support provided by Five9
has ensured a stable and cost-effective deployment in the cloud. In
addition, the agility provided by a cloud solution supports our
growth and allows us to scale while reducing overall capital
spending. By taking this step, we will be able to improve customer
experience while gaining additional operational efficiency.”
Tom Dziersk, President, NICE Americas:
“This is a great example of how cloud-enabled collaboration with
Five9 is helping companies large and small leverage market-leading
workforce management. We are delighted to see American Support
benefitting from an easier user experience and lower capex with the
NICE/Five9 solution.”
Mike Burkland, President and CEO, Five9:
“We are happy to enhance support for an enterprise business with
NICE to deliver a platform that can integrate easily with existing
technologies. The Five9 software provides an end-to-end solution
for companies, such as American Support, to enhance their customer
engagement and improve the operational efficiency of the
business.”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make
smarter decisions based on advanced analytics of structured and
unstructured data. NICE solutions help the world’s largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statement by
Mr. Dziersk, are based on the current beliefs, expectations and
assumptions of the management of NICE-Systems Ltd. (the Company).
In some cases, such forward-looking statements can be identified by
terms such as believe, expect, may, will, intend, project, plan,
estimate or similar words. Forward-looking statements are subject
to a number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
About Five9 Inc.
Five9 is a leading provider of cloud software for the enterprise
contact center market, bringing the power of the cloud to thousands
of customers and facilitating approximately three billion customer
interactions annually. Since 2001, Five9 has led the cloud
revolution in contact centers, helping organizations transition
from legacy premise-based solutions to the cloud. Five9 provides
businesses reliable, scalable, secure and compliant cloud contact
center software designed to create exceptional customer
experiences, increase agent productivity and deliver tangible
business results. For more information visit www.five9.com.
About American Support
Since 1989 American Support has delivered exceptional inbound
and outbound telesales results. With three US-based contact centers
and highly trained virtual agents across the country, American
Support’s clients can count on consistent sales performance.
American Support is proud to be creating jobs here at home and is
specifically focused on hiring veterans and military spouses
whenever possible. For more information, visit
www.americansupport.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20160222005417/en/
NICE SystemsCorporate Media:Erik Snider, +1 877
245 7448erik.snider@nice.comorInvestors:Marty Cohen, +1 212
574 3635ETir@nice.comorYisca Erez +972 9 775
3798CETir@nice.comorFive9 Inc.Gabrielle Targosz, +1 925 403
1199gabrielle.targosz@five9.com
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