Workforce Optimization Solutions: Improve Your Return on Investment
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Optimize Your Operations with Five9
Managing a call center can be difficult, but with the proper processes and technology in place, you can be assured that quality and quantity performance are being maintained. Five9 delivers real-time and historic, actionable insights based on contact center best practices. You get immediate answers to your most critical agent performance and operational questions. And with the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents.
Five9’s advanced workforce automation tools help you calibrate your contact center operations with optimum results. Achieve the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rate, and effective change management so that your contact center experiences great productivity gains at a minimized cost.
Based on studies conducted by the Aberdeen Group (Source)
Workforce Management (WFM)
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.
Quality Management
Five9 partners with leading third-party quality management solutions to deliver end-to-end management of QM processes in the cloud and offer quality assurance. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.
Data Sheet: 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.
Workforce 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
Sentinel: Learn How Five9 Helped Improve Agent Performance and Supervisor Control
Sentinel agents spend approximately 75% of their time taking inbound calls and the remaining quarter of their time placing outbound calls. Five9 helped get agents up and running more efficiently at the start of the workday and also improved supervisors’ ability to monitor agents on calls.
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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