News : American Support Improves Sales and Efficiency with NICE Cloud-Based WFM
Paramus, NJ, USA, Feb 22, 20016 -- NICE Systems, (NASDAQ:NICE) and Five9 Inc. (NASDAQ:FIVN), announced 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implemented the solution to improve sales and operational efficiency for their clients as a replacement to its outdated, on premise WFM system.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 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.
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."
Posted by Veronica Silva Cusi, news correspondent
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About American Support:
As the nation’s only complete provider of back-office services to the telecommunications industry, American Support focuses on growing revenue & subscribers for our clients. All our clients’ customer contact needs are covered with our six products: Telesales by Evergreen, Customer Care, Field Support, Technical Support, Subscriber Management and Dispatch.
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Wednesday, February 24, 2016