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Workforce Management

Forecast Demand and Optimize Schedules

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

Workforce Management (WFM)

Workforce Management Software: Manage Your Contact Centre by the Numbers

five9 workforce management software (wfm)

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 centre 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 with NICE® Systems to host their market-leading IEX WFM software, so you can have the best tools to calibrate your contact centre 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, powered by NICE Systems, benefit any contact centre environment.

Even in large, enterprise contact centres 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 Centre 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 Workforce Management (WFM)

Data Sheet: Five9 Workforce Management

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