Workforce optimisation calibrates your operations.

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Optimise Your Operations with Five9

Managing a call centre can be difficult, but with the proper processes and technology in place, you can be assured that quality and quantity performance are being maintained. Five9 delivers real-time and historic, actionable insights based on contact centre best practices. You get immediate answers to your most critical agent performance and operational questions. With the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents.

Five9’s advanced workforce automation tools help you calibrate your contact centre operations with optimum results. Achieve the right number of agents, steady occupancy, minimised overtime, accurate forecasts of traffic volume, low abandonment rate and effective change management so that your contact centre experiences great productivity gains at a minimised cost.

Based on studies conducted by the Aberdeen Group (Source)

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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: 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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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

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

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Boost Productivity with Five9

Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Center 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.

Call +44 203 318 7902 for More Information