Cloud-based contact centre software firm Five9 and real-time, cross-channel analytics applications provider NICE Systems have jointly released a cloud-based Workforce Optimization (WFO) application.
The new application is hosted by Five9 in the cloud and adds NICE Technology to the Five9 contact centre application, in an attempt to meet the needs of the contact centres.
Five9 WFO measures and develops critical agent skills while improving efficiency alongside across the entire organisation. .
It also includes better data protection and capabilities to retain customers. These help contact centres to comply with consumer privacy regulations like PCI-DSS.
The new release includes interaction recording with built-in query, storage and retention capabilities, besides performance monitoring and evaluation with integrated coaching capabilities.
WFO also includes advanced forecasting and scheduling capabilities with existing multi-skill and multi-site capabilities, analysis of interactions using speech, desktop and call flow analytics.
It also includes performance dashboards and scorecards for individuals, teams and entire organisations.
