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Workforce Engagement Management (WEM): Software & Solutions

Empower your agents to deliver extraordinary customer experiences.

The modern-day contact centre has lots of moving parts and managing it can be a difficult task that falls on supervisors and contact centre managers. With the right workforce engagement management software effectively managing your contact centre is not so daunting. An appropriately staffed contact centre with engaged and empowered agents helps your organization provide extraordinary customer experiences. That’s where Five9 Workforce Engagement Management (WEM) comes in.

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Workforce Engagement Management Software Tailored to Your Unique Needs

Five9 takes a unique approach to deliver the right contact centre or call centre workforce engagement management and optimisation solution for your organisation. We offer Five9 WEM natively and also partner with other leading workforce optimisation software vendors in the industry, such as Verint, to ensure you get a solution that truly fits your business needs. Five9 manages each WEM solution for you from installation and configuration, to maintenance and upgrades, to the latest features so you can focus on your business.

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Improve Agent Performance to Increase Efficiency and Customer Satisfaction

  • Workforce Management

    Optimise staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.

  • Interaction Analytics

    Analyze 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.

  • Performance Management

    Maximise everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.

  • CRM Integration

    Seamlessly embed Five9 WFO functionality with pre-built integrations for Salesforce, Zendesk, Oracle, and ServiceNow.

  • Quality Management

    Maximise agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.

  • Interaction Recording

    Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.

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Metrigy Names Five9 a MetriStar Top Provider for Workforce Engagement Management Platforms


Five9 offers automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients.

WEM Savings Calculator

Want to learn how the right WEM solution can help you save money and improve ROI, agent productivity, and conversations?

Just provide some basic metrics for your contact centre and our WEM savings calculator will do the rest.

Calculate Your Savings


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Quality Management

  • Call, screen, and digital channel transcription capture
  • Real-time call and desktop monitoring
  • Flexible evaluation form creation
  • Powerful query capabilities
  • Coaching packages
  • Automated evaluation assignment
  • Pre-built CRM integration with Salesforce, Zendesk, Oracle, and ServiceNow

Workforce Management

  • Multiple forecasting methods
  • Multi-skill/multi-channel forecasting
  • Rules-based agent-preference scheduling
  • Intraday management and automated adjustment
  • Real-time agent adherence

Performance Management

  • Role-based, customisable dashboards
  • Customisable KPIs and metrics
  • Real-time performance visibility
  • Data aggregation from external sources
  • Wallboards
  • Gamification

Interaction Analytics

  • Voice, chat, and email channels
  • 100% call transcription
  • Automated QM scoring
  • Statistical group comparison
  • Ad hoc word or phrase search
  • Automatic categorisation
  • Emotion and sentiment analysis

We’ll help you find the right strategy and products for your evolving business.

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Resources To Help You Get Started

Data Sheet

Five9 Workforce Engagement Management

Improve decision-making with a single view of operational performance in real time across multiple systems.

Data Sheet

Five9 Enterprise Quality Management

Evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction.

Data Sheet

Five9 WEM Recording Data Protection

A powerful protective layer of security that prevents exposure of valuable customer data.

Data Sheet

Five9 Enterprise Workforce Management

A powerful tool to strategically manage your workforce in the contact centre to ensure maximum productivity.

Data Sheet

Five9 Interaction Analytics

Evaluate 100 percent of your calls to identify customer behaviors and interest in your products or services.


Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions

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Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience

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Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment

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Manage your agents with empathy while delivering impact to the business.

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