What It Means for Agents When Your WEM Platform Wins Awards
October 9, 2025
Agents are at the heart of every customer interaction — and often at the breaking point. They juggle rising expectations, disconnected tools, and back-to-back conversations, all while trying to deliver the kind of service that keeps customers loyal.
It’s no surprise agent burnout remains one of the top challenges in contact centers today. But it doesn’t have to be this way.
That’s why Five9 is proud to be named a MetriStar Top Provider for Workforce Engagement Management (WEM) by Metrigy for 2025. It’s more than a recognition; it’s validation that the tools we build for agents are making a difference where it counts.
Award-Winning Tools, Real-World Results
This award wasn’t based on promises or product demos. It was based on customer results.
Metrigy looked at metrics like:
Agent performance improvement
Agents working at full capacity
Supervisor productivity
Customer satisfaction
Five9 customers outperformed the average in all of these categories, proving that when your WEM platform works for agents, the whole business wins.
“Five9 continues to raise the bar for WEM excellence,” said Layne Haaksma, Senior Research Analyst at Metrigy. “Earning the 2025 MetriStar Top Provider Award reflects how Five9’s intelligent, AI-powered WEM solutions drive measurable business outcomes—from higher agent performance and productivity to superior customer satisfaction. Five9’s consistent leadership in our MetriStar research highlights its unwavering focus on innovation and customer success.”
What Does That Look Like on the Front Lines?
Imagine logging into your shift and knowing exactly what to expect. Your schedule adapts in real time to call volume. Coaching moments come during the interaction, not days later. And tedious post-call summaries? Done automatically.
That’s the impact of Five9 WEM. We reduce the noise, so agents can focus on what really matters—connecting with customers.
Here’s what agents experience with Five9 WEM:
Less searching, more solving. Real-time guidance and next-best-action tools make complex interactions easier.
Support when it counts. AI-powered quality management surfaces moments that matter for coaching, without the overwhelm.
Smarter scheduling. Intelligent forecasting and capacity planning mean agents aren’t overworked—or underutilized.
A clearer path to growth. Gamification and performance insights help agents see their progress and stay engaged.
It’s Not Just About Metrics—It’s About People
When you invest in technology that empowers agents, the numbers follow. But behind those metrics are people who feel seen, supported, and successful.
As one customer told us:
“Our agents embody the customer-focused mentality and with Five9 are equipped with the right tools to meet their needs. They don’t feel overwhelmed with the tools they use to complete their duties — the tools have been designed to best prepare them to provide the best customer service experience.”
— Mason Companies
That’s what we mean by bringing joy to CX.
The New CX Starts with Empowered Agents
The New CX isn’t just about customers—it’s about the people serving them. When agents are supported with intelligent, intuitive tools, they don’t just perform better—they feel better.
And that’s the kind of impact we’re proud to be recognized for.
Want to see what award-winning WEM looks like in action? Schedule a demo or join us at Five9 CX Summit in Nashville to experience it for yourself.
