Quality Management 
from Five9

Make Agents 300% More Productive

  • Improve service quality and enhance the customer experience
  • Identify agent skill gaps as input for coaching and training needs
  • Out-of-the-box QM reports
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Five9 Makes Your Contact Center More Productive

Tie your business and operational goals to your agents’ performance to take your QM process to the next level with Quality Optimization. Quality Optimization enables targeted call monitoring based on built-in or custom key performance indicators (KPIs). You set your KPI targets and benchmark your agents during customer interactions on metrics that reflect your business goals.

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Trusted and used by 3,000+ global customers

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See The New CX in Action

Alaska Case Study

More Care, Less Complexity: Alaska Airlines' CX Transformation

Alaska Airlines transitioned to the cloud, scaling omnichannel support and empowering remote workforce with AI-driven Agent Assist to simplify operations, enhance efficiency, and drive growth through seamless customer care.

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Central Bank Case Study

Central Bank Gains Efficiency with Smarter, Optimized Support

With 80% intent-matching accuracy through AI Agents, Central Bank resolved routine inquiries efficiently, allowing live agents to spend more time building loyalty through personalized, community-focused care

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Exact Sciences Case Study

Exact Sciences Cuts Patient Time by 60% with Smarter CX

Reduced test scheduling time by 60% using AI-driven solutions, helping patients complete at-home cancer screenings faster and supporting their mission to save lives through early detection.

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US Radiology Case Study

Lumexa Imaging Improves Patient Care While Unlocking $4M in Revenue

Automated follow-up reminders, helping patients schedule imaging before deductibles reset, reducing costs, improving care, and driving $4M in revenue.

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Do more with the Five9 Intelligent CX Platform

Deliver AI-driven, hyper-personalized experiences with The New CX.

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