WORKFORCE OPTIMIZATION

Empower your agents to deliver extraordinary customer experiences.

The modern-day contact center has lots of moving parts and managing it can be a difficult task that falls on supervisors and contact center managers. With the right tools effectively managing your contact center is not so daunting. An appropriately staffed contact center with engaged and empowered agents helps your organization provide extraordinary customer experiences. That’s where Five9 Workforce Optimization (WFO) comes in.

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Workforce Optimization Tailored to Your Unique Needs

Five9 takes a unique approach to deliver the right WFO solution for your organization. We offer Five9 WFO natively and also partner with other leading vendors in the industry, such as Verint, to ensure you get a solution that truly fits your business needs. Five9 manages each WFO solution for you from installation and configuration to maintenance and upgrades to the latest features so you can focus on your business.

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Improve Agent Performance to Increase Efficiency and Customer Satisfaction

Quality Management

Maximize agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.

Interaction Recording

Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.

Workforce Management

Optimize staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.

Interaction Analytics

Analyze 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.

Performance Management

Maximize everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.

CRM Integration

Seamlessly embed Five9 WFO functionality with pre-built integrations for Salesforce, Zendesk, Oracle, and ServiceNow.

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Metrigy Names Five9 a MetriStar Top Provider for Workforce Optimization Platforms

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

Sajan Choksi

Innovative Vision

WFO Savings Calculator

Want to learn how the right WFO solution can help you save money and improve ROI, agent productivity, and conversations?

Just provide some basic metrics for your contact center and our WFO savings calculator will do the rest.

Calculate Your Savings

Quality Management

Call, screen, and digital channel transcription capture
Real-time call and desktop monitoring
Flexible evaluation form creation
Powerful query capabilities
Coaching packages
Automated evaluation assignment
Pre-built CRM integration with Salesforce, Zendesk, Oracle, and ServiceNow

Workforce Management

Multiple forecasting methods
Multi-skill/multi-channel forecasting
Rules-based agent-preference scheduling
Intraday management and automated adjustment
Real-time agent adherence

Performance Management

Role-based, customizable dashboards
Customizable KPIs and metrics
Real-time performance visibility
Data aggregation from external sources
Wallboards
Gamification

Interaction Analytics

Voice, chat, and email channels
100% call transcription
Automated QM scoring
Statistical group comparison
Ad hoc word or phrase search
Automatic categorization
Emotion and sentiment analysis

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Resources To Help You Get Started

Data Sheet

Five9 Workforce Optimization

Improve decision-making with a single view of operational performance in real time across multiple systems.

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Data Sheet

Five9 Enterprise Quality Management

Evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction.

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Data Sheet