Five9 and NICE Partner on Cloud-Based Analytics

Five9 and NICE Systems have entered into a business and technology partnership to deliver a comprehensive cloud-based call center solution to better serve the requirements of Five9's larger customers.

Under the agreement, Five9 will host and resell solutions from NICE Systems, including quality management— comprising call recording, screen recording, analytics-based call scoring and quality optimization—and workforce management. Five9 will launch the integrated cloud-based offering later this summer.

"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," said Mike Burkland, CEO of Five9. The NICE SmartCenter, NICE's workforce optimization solutions, and NICE's market reputation add this to the Five9 portfolio of software and services."

In addition to the advanced analytics-based solutions provided by NICE Systems for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back office operations, the company's robust interaction recording solution 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.

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."