Five9 Contact & Call Centre Gamification

Motivate agents, reinforce training, fuel competitive spirit

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Optimise Contact Centre Operations

The contact centre can be a challenging place to work. Boring one moment and emotionally charged the next. With Five9 Gamification contact centre managers can help to temper this by first identifying and then rewarding agent behaviour to help agents build positive work habits.

  • Create games that motivate agents
  • Encourage and reinforce agent behaviour with a range of rewards from recognition to cash
  • Build positive agent habits across a wide range of contact centre tasks

Avatars let agents express themselves; while coins, currency, badges and other rewards incentivise productivity. Gamification can make work fun – agents can redeem “rewards” at the Marketplace in exchange for goods, event tickets, gift cards, company swag or other items. Gamification fully integrates with the Performance Dashboard, so agents can access their daily performance metrics and easily engage in games and challenges tied to performance goals.

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Workforce Management (WFM)

Achieve the right balance between cost and service-level management. Five9 provides tools to forecast contact volume, schedule contact centre staff based on workload, plan for special events, proactively manage intraday change, and ensure real-time schedule adherence.

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Quality Management

Five9 partners with leading third-party quality management solutions to deliver end-to-end management of QM processes in the cloud and offer quality assurance. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.

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Data Sheet: Five9 Gamification

Deliver amazing customer experiences by changing the way you motivate agents and supervisors. 

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Five9 Gamification Datasheet Screenshot

Workforce Optimisation Features

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Identify Contact Volume Trends

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Predict Future Contact Volumes

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Create Agent Schedules

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Monitor Agent Schedule Adherence

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Automatically Adjust Agent Schedules

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Call & Screen Recording

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Quality Monitoring

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Encrypted Recording Storage

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Coaching & eLearning Packages

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Out-of-the-Box Reports

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Customisable Dashboards

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Advanced Analytics

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Sentinel: Learn How Five9 Helped Improve Agent Performance and Supervisor Control

Sentinel agents spend approximately 75% of their time taking inbound calls and the remaining quarter of their time placing outbound calls. Five9 helped get agents up and running more efficiently at the start of the workday and also improved supervisors’ ability to monitor agents on calls.

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Get More Info & Pricing

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

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Boost Productivity with Five9

Stop wasting time on manual dialing 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

Outbound 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.

Call 1-800-553-8159 for More Information