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What Is Quality Management

Automated Quality Management from Five9

Quality management is the differentiating factor for customer service in a world of demanding customers and fierce competition. Today’s contact centers require well embedded quality management processes to stay aligned with current corporate objectives.

What is Quality Management?

Quality management is a set of processes focused not only on delivering consistent product and service quality, but also the means to achieve it. Quality management includes quality planning, quality control, quality assurance, and quality improvement.

Effective Quality Management (QM) performance equals satisfied customers, better profitability, and increased revenue. Enable agents to effectively address customer requirements, with Five9.

Five9 Quality Management helps contact centers balance cost containment and customer satisfaction. Five9 automates the QM process at contact centers, right from start to finish. Powered by the software by NICE Systems, the QM market leader, Five9 improves overall quality of a contact center. To improve important aspects like customer retention, efficiencies, sales performance, customer satisfaction, and first contact resolution. Five9 offers solutions such as:

  • Interaction Recording
  • Quality Optimization
  • Agent Quality Performance Management
  • Interaction Analytics

Managers can select and set their KPIs, define business rules for call monitoring, and use a unified dashboards to manage progress.

Five9’s QM helps take immediate action, and evaluate how well agents handle customer interactions. By assessing agents’ strengths and weaknesses, contact centers can achieve measurable improvements in customer satisfaction.

Five9 ties a contact center’s operational and business goals to agents’ performance to take QM processes to the next level.

Build your contact center with Five9. Call us at 1-800-553-8159, or click on "Get Info," to learn more.

What Is Quality Management

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Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.


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.

Five9 Agent Demo

About Five9

Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.

smart dialer

Smart Dialer

The Five9 dialer predicts when agents will be available and optimizes automatically to have new customers on the phone ready for them. This reduces time wasted on dialing and waiting for no-answers.

on-screen caller info

On-Screen Caller Info

Screen pops show agents who they are talking to and give them the prospect history. Agents can greet a prospect by name and dive right into the call without wasting time on preliminaries.

intelligent routing

Intelligent Routing

The Five9 software routes calls to the right agent. Customers can be routed based on IVR selections, customer history, agent availability, and more. Routing can be changed at a click.

Call 1-800-553-8159 for More Information