Workforce Management (WFM):
Achieve the Right Balance
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Forecast Demand and Optimize Schedules with Five9
You've been tasked with achieving optimal agent coverage for your contact center with the fewest possible resources while also reaching key performance indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact center efficiency.
Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact center operations for optimal results: the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rates, and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialer historical data from the Five9 Cloud Contact Center platform, you better align resource needs and calling patterns to keep your labor costs to a minimum.
Based on studies conducted by the Aberdeen Group (Source)
Lower Labor Costs
Automatic data collection from the Five9 Cloud Contact Center platform lets you can better align resource needs and calling patterns.
All Contact Center Types
In enterprise contact centers distributed across several locations or in operations staffed with at-home agents, you’ve got forecasting and scheduling tools to help you build an accurate staffing model.
Insights & Alerts
Whether your agents are remote or on-premise, you can get insight into agent activities and real-time alerts when agents exceed thresholds.
Five9 offers automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients.
Datasheet: 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 Management and Optimization 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
Encryption
Coaching Packages
Out-of-the-Box Reports
Customizable Dashboards
Advanced Analytics
Boost Productivity With Five9
Stop wasting time on manual dialing 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.
Prospecting
Predictive dialing connects agents only to live prospects, maximizing calling efficiency.
Qualifying
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Nurturing
Automate agent callbacks using the Disposition Timer and redial feature.
Converting
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Why Choose Five9
Simple Pricing
Monthly or annual pricing with no long-term contracts.
Reliability
Powerful, scalable, and secure cloud solutions.
Industry Leadership
Recognized by Gartner as a leader in Contact Centers.
CRM Integration
Integrate with all the leading CRM packages.
Cloud Platform
All you need is a computer, a headset, and Internet.
Call 1-800-553-8159 for More Information