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 tools effectively managing your contact centre is not so daunting. An appropriately staffed contact centre with engaged and empowered agents helps your organisation provide extraordinary customer experiences. That’s where Five9 Workforce Optimisation (WFO) comes in.
Workforce Optimisation Tailored to Your Unique Needs
Five9 takes a unique approach to deliver the right WFO solution for your organisation. We offer Five9 WFO natively and also partner with other leading vendors in the industry, such as Verint, to ensure you get a solution that truly fits your business needs. Five9 manages each WFO solution for you from installation and configuration to maintenance and upgrades to the latest features so you can focus on your business.
Improve Agent Performance to Increase Efficiency and Customer Satisfaction
Optimise staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.
Analyse 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.
Maximise everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.
Seamlessly embed Five9 WFO functionality with pre-built integrations for Salesforce, Zendesk, Oracle, and ServiceNow.
Maximise agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.
Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.
Five9 offers automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients.
WFO Savings Calculator
Want to learn how the right WFO solution can help you save money and improve ROI, agent productivity, and conversations?
Just provide some basic metrics for your contact centre and our WFO savings calculator will do the rest.
- 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
- Multiple forecasting methods
- Multi-skill/multi-channel forecasting
- Rules-based agent-preference scheduling
- Intraday management and automated adjustment
- Real-time agent adherence
- Role-based, customisable dashboards
- Customisable KPIs and metrics
- Real-time performance visibility
- Data aggregation from external sources
- 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
Resources To Help You Get Started
Five9 Workforce Optimisation
Improve decision-making with a single view of operational performance in real time across multiple systems.
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.
Five9 WFO Recording Data Protection
A powerful protective layer of security that prevents exposure of valuable customer data.
Five9 Enterprise Workforce Management
A powerful tool to strategically manage your workforce in the contact centre to ensure maximum productivity.
Five9 Interaction Analytics
Evaluate 100 per cent of your calls to identify customer behaviours and interest in your products or services.