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Workforce Management

Forecast Demand and Optimize Schedules

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Workforce Management WFM
Achieve the Right Balance
Making customers wait can hurt business. Overstaffing can hurt profitability. Achieve the right balance between customer satisfaction and contact center efficiencies with Five9 Workforce Management (WFM) solutions.

What is Workforce Management Software?

Workforce management software (WFM) is used to assist agents to prioritize their workday more efficiently. It recognizes how many agents you need on at one time so you don’t have customers waiting or agents doing nothing. WFM gives real-time alerts when agents exceed thresholds. Any company who feels that they would benefit from more organization for their agents is a good fit for this software.

Manage Your Contact Center by the Numbers

Striking the right balance between a great customer experience and optimizing costs is no easy task. Your mission: Achieve optimal agent coverage for your contact center with the fewest possible resources, while achieving key performance indicator (KPI) goals. Managing both sides of the equation—your staff and your customers—can’t be done on the fly and manual processes are inefficient. You need workforce automation tools and Five9 has the solution.

We’ve partnered leading WFM vendors like Verint and Calabrio to provide market-leading WFM solutions, so you can have the best tools to calibrate your contact center operations with optimum results, including:

  • The right number of agents
  • Steady occupancy
  • Minimized overtime
  • Accurate forecasts of traffic volume
  • Low abandon rate
  • Change management

Better Forecasting to Lower Costs

Five9 WFM solutions benefit any contact center environment

Even in large, enterprise contact centers distributed across disparate locations, or in operations staffed with at-home agents, you’ve got forecasting and scheduling tools to help you build an accurate staffing model for how many agents to hire and schedule. By automatically collecting automatic call distribution (ACD) and outbound dialer historical data from the Five9 Virtual Contact Center (VCC) Platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.

Ensure service levels and customer satisfaction by staying on top of agent adherence, whether they’re remote or on-premise, with insight into agent activities and real-time alerts when agents exceed thresholds.

Learn More About WFM and Five9

Data Sheet: Five9 WFM

Find out how your organization can improve efficiency and lower costs with staff scheduling in the cloud.