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. However, with the right tools in place, 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.
Five9 WFO includes interaction recording, workforce management (WFM), quality management (QM), speech analytics, advanced data protection, customer surveys, and CRM connectors. It provides a wealth of information to contact center supervisors and managers to effectively manage staffing and improve agent capabilities.
Five9 takes a unique approach to deliver the right WFO solution for your organization. We offer Five9 WFO natively and also partner with leading vendors in the industry—including Verint, Calabrio, and Authority Software—to offer you the freedom, flexibility, and choice to select 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. We take care of all the hardware and software details so you can focus on your business.
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Achieve the right balance between cost and service-level management. Five9 provides tools to forecast contact volume, schedule contact center staff based on workload, plan for special events, proactively manage intraday change, and ensure real-time schedule adherence.
Five9 quality management delivers end-to-end management of QM processes. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.
With Five9 Gamification, it is easier than ever for contact centers to reinforce learning and motivate agent performance and teamwork. Five9 Gamification provides a variety of reward systems to encourage desired agent behaviors. It creates an environment for agents to develop new skills and improve performance while having a little fun along the way.
With Five9 Performance Dashboard, contact centers have visibility into the agent and customer experience throughout the customer journey. Agents get real-time feedback on their performance throughout the day. Supervisors and contact center managers get role specific metrics on how staff is performing and the impact it is having on operations.
Learn about the value of Workforce Optimization (WFO) and how Five9 partners with leading WFO vendors to provide the best solution to meet your business requirements.
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.
Get an overview of the quality management features available from Five9.
Gain access to all contact center resources, such as demos, white papers, data sheets, and more.
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Identify Contact Volume Trends
Predict Future Contact Volumes
Create Agent Schedules
Monitor Agent Schedule Adherence
Automatically Adjust Agent Schedules
Call & Screen Recording
Quality Monitoring
Encrypted Recording Storage
Coaching & eLearning Packages
Out-of-the-Box Reports
Customizable Dashboards
Advanced Analytics
Monthly or annual pricing with no long-term contracts.
Powerful, scalable, and secure cloud solutions.
Recognized by Gartner as a leader in Contact Centers.
Integrate with all the leading CRM packages.
All you need is a computer, a headset, and Internet.
Call 1-800-553-8159 for More Information