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

Workforce Management

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

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.

Performance Management

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

Interaction Analytics

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

Customer Surveys

Bring the voice of your customers into the business with post-interaction surveys via email or SMS, including advanced analysis of CSAT, NPS, and CES.

CRM Integration

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

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Top WFO Trends in 2020

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

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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

Workforce Management

  • Multiple forecasting methods
  • Multi-skill/multi-channel forecasting
  • Rules-based agent-preference scheduling
  • Automated and bidding scheduling
  • Intraday management and 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

  • 100% call transcription
  • Statistical group comparison
  • Automated scoring and evaluations
  • Ad hoc word or phrase search
  • Automatic categorization
  • Sentiment analysis

We’ll help you find the right strategy and products for your evolving business

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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 Workforce Management

A powerful tool to strategically manage your workforce in the contact center to ensure maximum productivity.

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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

Five9 Interaction Analytics

Evaluate 100 percent of your calls to identify customer behaviors and interest in your products or services.

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Data Sheet

Five9 WFO Surveys

Capture the voice of your customer and gain better insight into your products and services.

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Data Sheet

Five9 WFO Recording Data Protection

A powerful protective layer of security that prevents exposure of valuable customer data.

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Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions
Customer Experience

Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience
Agent Empowerment

Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment
Business Agility

Business
Agility

Manage your agents with empathy while delivering impact to the business.

Business Agility