Five9® Quality Management

Motivate and Manage Agents to Deliver Exceptional Customer Experiences

Engage agents and help them grow with detailed performance insights. Motivate your team by showcasing their strengths and identifying ways you can help them improve. Engaged, happy agents produce more positive outcomes, enhance customer loyalty, and increase agent retention.

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Turn Your Quality Program into a Strategic Business Asset

Five9 Quality Management (QM) helps you understand the full experience your customers receive by capturing and evaluating interactions across voice and digital channels. Using contact centre quality assurance, you can improve the effectiveness of your contact centre or call centre quality management software by increasing evaluator efficiency and focusing their efforts on the “best” interactions to review. Significantly expand your program with optional automated interaction scoring and evaluation assignment.

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Agentic QM is the heartbeat of every CX function

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AI-Infused Routing

Agent competency is infused into routing decisions.

Real-Time Agent Assistance

Get personalized and dynamic guidance based on agent competency.

Knowledge AI Gaps

Identify knowledge gaps and recommend fixes based on your top performing agents.

Conversational Intelligence

Analyze up to 100% of interactions to get actionable insights.

Real-Time Monitoring & Coaching

Prioritize evidence-based coaching with real-time recommendations for targeted intervention.

Deliver Exceptional Customer Experiences and Keep Agents Engaged

Recording

Capture voice and screen recordings and digital channel transcripts to expand the scope of QM across all customer contact channels.

Monitoring

Monitor agent interactions and desktop activity virtually, in real time, with the ability to provide coaching behind the scene or assist directly as needed.

Evaluation

Create flexible evaluation forms to better capture agent performance for specific interaction types and channels.

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The Five9 platform has helped us save over 5% of FTE costs. Between the queue callback feature and Five9 QM I’m estimating that I would need at least 7 more FTE than what I have right now if we weren’t on the Five9 platform.