American Support Improves Sales and Efficiency with NICE Cloud-Based WFM

By Cloud Computing Outlook | Thursday, May 05, 2016

PARAMUS, NJ: NICE Systems and Five9 Inc. made it official that American Support will be utilizing NICE Workforce Management (WFM) system in the Cloud under their Five9 cloud completion. The U.S. based call center put into practice the solution for more than 500 seats to perk up sales and operational effectiveness for their trade as a replacement to its obsolete, on foundation of WFM system.

Besides adding NICE WFM, American Support put into action NICE Express Messenger, which mechanizes the prolonged task of corresponding to-do list changes to agents and their in-charge authorities, and conveys behind hand schedule changes to their cell phone and/or home e-mail address while they are out of their table. As claimed by the company, the new system is involved with lesser advertisement, workforce managers and contact center supervisors to contemplate on handling their day-to-day operations, as a replacement for dealing with relaying schedule changes.

With the help of Five9 platform, American Support bond customers and agents in any mode of communication likewise phone, web, chat, email, mobile apps and social media. Five9 provides a full in-depth solution with well organized management appliance 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.

Mike Burkland, President and CEO, Five9 said, “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.”

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