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Workforce Optimization Solutions
Optimize Operations. Improve Customer Satisfaction.

Contact Centre Management Applications

Management Applications Overview

Build your customer service centre of excellence with innovative Management Applications. Optimize agent quality performance based on your key performance indicators (KPIs), gain actionable insights from root cause analysis, accurately schedule agents, and make quality assurance integral to your contact centre with the Five9 suite of automated solutions for Quality Management, Workforce Management, Reporting, and Analytics.

 Workforce Management

Five9 Workforce Management solutions, powered by NICE®, deliver the comprehensive set of integrated tools supervisors and contact centre managers need to manage agents and effectively calibrate operational efficiencies with customer satisfaction goals.

Five9 Workforce Management solutions help your contact centre operations achieve the right balance between cost and service level management with tools that forecast contact volume, schedule contact centre staff based on workload, plan for special events, manage proactively intraday change, and ensure real-time schedule adherence.

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 Quality Management

Five9 offers the best in automated Quality Management (QM). We host the NICE® suite to deliver end-to-end management of your QM processes in the cloud.

Start with Quality Monitoring and Interaction Recording as your foundation. Add Agent Quality Performance Management to take your quality assurance processes to the next level. With scoring and coaching packages, you're on your way to implementing a closed-loop QM program.

Leverage analytic capabilities, including real-time speech analytics, and uncover the business impact of your contact centre. With Quality Optimization and Analytics, you can monitor calls based on KPIs, conduct root-cause analysis to identify contributors to KPI target breaches, and take corrective actions for quality improvement, better sales performance, greater customer retention, and marketing campaign effectiveness.

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Reporting & Analytics

The Five9 reporting portal provides easy access to all the reports you need to monitor and measure the key statistics of your contact centre and develop operational insights for process improvement.

Real-time reports allow supervisors to monitor the contact centre more effectively by viewing statistics and KPIs to improve reaction time to call volume and manage agents and queues. Five9 also provides a repository of 100+ standard reports with multiple views and drill-downs into individual inbound calls and programs, call dispositions, and outbound campaign metrics.You can also customize your reports based on the criteria you select to quickly build reports with the data you want to see, scheduled when you want them, and in the format you choose.

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White Paper: The Hidden ROI of a Cloud-based Contact Centre by Aberdeen Group

How cloud-based contact centres are more responsive to their customers—and enjoy greater agent utilization at predictable, low per-customer costs—compared to premise-based contact centres.