At-Home Agents

By leveraging VoIP technology, Five9 provides you the ability to support a distributed workforce, flexible resource allocation, and new hiring models.

Over the years, call centers have consistently struggled to improve agent satisfaction and reduce attrition because it results in higher operational costs and diminishes the quality of the customer experience. Due to the increased adoption of VoIP and outsourced call centers, companies have recognized that allowing agents to work from home can offer them a more rewarding job experience and ultimately improve employee retention rates. Since the Five9 Agent application is entirely browser-based, as long as they have an internet connection, agents can log into the system from anywhere in the world. Supervisors and Administrators can easily monitor their remote agents as effectively as if they were in the same building, by listening to recordings, viewing their real-time performance results, and sending messages to them individually or broadcasting to the entire group.

By incorporating at-home agents into your workforce, you can expect lower call center costs, improved employee satisfaction, productivity and retention, and your customers will enjoy a better call center experience. This flexible workforce arrangement, supported by Five9 technology, means your customers will enjoy a better call center experience.

Supervisor View with IM Session

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