Quality Monitoring & Management:
Improve Customer Satisfaction

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Forecast Demand and Optimise Schedules with Five9

Quality Management (QM) performance within your contact centre results in satisfied customers, profitability and increased revenue for your business. Give your employees what they need to ensure customers get what they want.

With solutions powered by market-leading QM solutions from Verint, Calabrio and others, Five9 automates the QM process from start to finish, whether your agents, supervisors and quality managers are remote or sitting in your contact centre.

Based on studies conducted by the Aberdeen Group (Source)

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Record Every Contact

Interaction recording with PCI audio trim sets your agents up for future success while simultaneously verifying sales transactions, resolving customer issues, ensuring agent adherence to procedures and policies, limiting liability risks and complying with regulatory requirements.

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Evaluate Agent Performance

Five9 agent performance features include dozens of standard reports along with 22 standard KPIs, customisable QA pop-up forms, a rich selection of question types, an easy-to-operate wizard, scoring formulas and coaching and training packages.

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Enhancement Opportunities

Improve customer retention, sales performance, efficiency, and more with a complete quality optimisation workflow, including selecting and setting your KPIs, defining business rules for call monitoring and improving performance with dashboards and QA score cards.

Five9 is the heart of this organisation. We wouldn’t be where we are without it.
Brian Ernst
CEO, Senior Health Solutions

Datasheet: Quality Management (QM)

Learn how Five9 can help you uncover opportunities to make improvements through interaction recording, agent quality performance management, quality optimisation and interaction analytics.

Get More Info & Pricing

Gain access to all contact center resources, such as demos, white papers, data sheets, and more.

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Quality Monitoring & Workforce Optimisation Features


Identify Call Volume Trends


Predict Future Call Volumes


Create Agent Schedules


Monitor Agent Schedule Adherence


Automatically Adjust Agent Schedules


Call Recording


Real-Time Privacy Control


Screen Recording


Recording Storage




Coaching Packages


Out-of-the-Box Reports


Customisable Dashboards


Advanced Analytics

Boost Productivity With Five9

Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.


Predictive dialling connects agents only to live prospects, maximising calling efficiency.


Use list priorities and ratios, so your agents can focus on their most qualified leads.


Automate agent callbacks using the Disposition Timer and redial feature.


Leverage workflow rules with time-of-day triggers to manage agents and campaigns.

Why Choose Five9

Industry Leadership

Monthly or annual pricing - no long-term contracts.


Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognised by Gartner as a leader in Contact Centres.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call +44 203 318 7902 for More Information