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Workforce Optimization Solutions:
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Optimize Your Operations with Five9

Managing a call center can be difficult, but with the proper processes and technology in place, you can be assured that quality and quantity performance are being maintained. Five9 delivers real-time and historic, actionable insights based on contact center best practices. You get immediate answers to your most critical agent performance and operational questions. And with the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents.

Five9’s advanced workforce automation tools help you calibrate your contact center operations with optimum results. Achieve the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rate, and effective change management so that your contact center experiences great productivity gains at a minimized cost.

Based on studies conducted by the Aberdeen Group (Source)

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Workforce Management (WFM)

Achieve the right balance between cost and service-level management. Five9 provides tools to forecast contact volume, schedule contact center staff based on workload, plan for special events, proactively manage intraday change, and ensure real-time schedule adherence.

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Quality Management

Five9 partners with leading third-party quality management solutions to deliver end-to-end management of QM processes in the cloud and offer quality assurance. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.

Data Sheet: Workforce Management (WFM)

Learn how you can lower costs and improve efficiency with staff scheduling in the Five9 Cloud. Get an overview of the workforce management features available from Five9.

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Workforce Optimization Features

Identify Call Volume Trends

Predict Future Call Volumes

Create Agent Schedules

Monitor Agent Schedule Adherence

Automatically Adjust Agent Schedules

Call Recording

Real-Time Privacy Control

Screen Recording

Recording Storage

Encryption

Coaching Packages

Out-of-the-Box Reports

Customizable Dashboards

Advanced Analytics

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Sentinel: Learn How Five9 Helped Improve Agent Performance and Supervisor Control

Sentinel agents spend approximately 75% of their time taking inbound calls and the remaining quarter of their time placing outbound calls. Five9 helped get agents up and running more efficiently at the start of the workday and also improved supervisors’ ability to monitor agents on calls.

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Gain access to all contact center resources, such as demos, white papers, data sheets, and more.

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Boost Productivity with Five9

Stop wasting time on manual dialing and managing leads. Five9 Outbound Contact Center automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.

Prospecting

Predictive dialing connects agents only to live prospects, maximizing calling efficiency.

Qualifying

Use list priorities and ratios, so your agents can focus on their most qualified leads.

Nurturing

Automate agent callbacks using the Disposition Timer and redial feature.

Converting

Leverage workflow rules with time-of-day triggers to manage agents and campaigns.

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call 1-800-553-8159 for More Information