Five9® Workforce Management
Balance Efficiency and Service
Contact centers are highly dynamic environments where customers are reaching out across multiple channels and agents are working to provide exceptional service experiences. It’s a delicate balancing act that constantly changes. Sometimes contact volumes exceed agent capacity, while other times you have more agents than needed. Smooth out these operational speed bumps and make your contact center a finely tuned customer experience machine.
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Forecast Demand and Accurately Schedule Your Contact Center Resources
Five9 Workforce Management (WFM) helps you strike the perfect balance between customer satisfaction and contact center efficiency. Accurately align agent resources with contact volumes throughout the day with a powerful set of workforce management tools. Keep customers happy and agents engaged by ensuring the right number of agents with the right skills are always available.
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Deliver Exceptional Customer Experiences and Keep Agents Engaged
Forecasting
Accurate contact volume forecasts form a solid foundation for optimal staffing. Create multiskill, multichannel forecasts easily and quickly.
Scheduling
Schedule agents automatically based on preferences or let them bid on schedules. Either way your staffing plans are optimized to achieve your service goals and minimize labor costs.
Adherence
Intraday
Ensure your staffing plans keep aligned with what’s happening as events unfold. If adjustments are needed you can make hundreds of changes it’s easy to make changes and keep agents informed with only a few clicks.
Portal
Empower agents to take control of their workday with easy self-service tools to see their schedules and adherence, request changes, and receive schedule notificationsmake adjustments.
Mobile
CRM
93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
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Multiskill/ multichannel forecasting
- Multiple forecasting algorithms
- Multiskill/ Multichannel forecasting
- Inbound, outbound, and blended environments
- What-if analysis
Scheduling
- Automated preference scheduling
- Schedule bidding
- Flexible start/stop times
- Lunch, break, meeting, and coaching optimization
Multiple change notification channels
- Interval-by-interval comparison to plan
- Automatic reforecasting
- Flex schedules and notify agents with only a few clicks
- Six different change notification channels
Agent Adherence
- Historical agent adherence
- Real-time adherence monitoring
- Out of adherence alerts
- Agent and supervisor views
Agent Portal
- View schedules and adherence
- Bid on shifts
- Request schedule changes, vacation, and voluntary overtime
- Notifications and alerts
Mobile App
- Android and iOS support
- Anywhere access to self-service functionality
- Absentee and late arrival check-in
- Alerts and notifications
Pre-built CRM Integrations
- Salesforce
- Zendesk
- Oracle
- ServiceNow
- Microsoft Dynamics 365
We’ll help you find the right strategy and products for your evolving business
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Resources to Help You Get Started
Use real-time data collected from your customers to provide actionable insights for your agents and business.
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Customer Experience
Connect to customers and solve their problems the first time.
Customer Experience
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Agent Empowerment
Business
Agility
Manage your agents with empathy while delivering impact to the business.
Business Agility