Workforce Management (WFM):
Achieve the Right Balance

Forecast Demand and Optimise Schedules with Five9

You've been tasked with achieving optimal agent coverage for your contact centre with the fewest possible resources while also reaching Key Performance Indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact centre efficiency.

Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact centre operations for optimal results: the right number of agents, steady occupancy, minimised overtime, accurate forecasts of traffic volume, low abandonment rates and change management.

By automatically collecting Automatic Call Distribution (ACD) and outbound dialler historical data from the Five9 Cloud Contact Centre platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.

Based on studies conducted by the Aberdeen Group (Source)

Lower Labor Costs

Automatic data collection from the Five9 Cloud Contact Centre platform lets you can better align resource needs and calling patterns.

All Contact Centre Types

In enterprise contact centres distributed across several locations or in operations staffed with at-home agents, you’ve got forecasting and scheduling tools to help you build an accurate staffing model.

Insights & Alerts

Whether your agents are remote or on-premise, you can get insight into agent activities and real-time alerts when agents exceed thresholds.

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

Datasheet: Workforce Management (WFM)

Learn how you can lower costs and improve efficiency with staff scheduling in the Five9 Cloud. Get an overview of the workforce management features available from Five9.

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Access all the contact center resources, such as demos, technical reports, data sheets, etc..

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Workforce Management and 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

Encryption

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.

Prospecting

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

Qualifying

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

Nurturing

Automate agent callbacks using the Disposition Timer and redial feature.

Converting

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

Why Choose Five9

Workforce Management (WFM):
Achieve the Right Balance