PLEASANTON, Calif. – January 19th, 2009 – Five9, the leader in on-demand call center software announced today the general availability of Five9 Workforce Management, its newest addition to the Five9 Virtual Call Centre Suite. Five9 Workforce Management is provided through a collaborative partnership between Five9 and The Workforce Management Software Group, making their award-winning product available as Software-as-a-Service (SaaS) to Five9 customers. Hosted by Five9, the workforce management solution is a pre-integrated option sold on the same per-seat, per-month basis as all other Five9 products.
The new workforce management solution enables Five9 customers to forecast their call volumes, schedule their agents accordingly, monitor planned vs. actual call center performance in real time, and make any necessary adjustments. Aligning calls and agents improves call center efficiency and drives operational costs down. Additionally, agents have access to their schedules over the web, with the ability to trade them with other agents, request time off, and address their scheduling constraints with their supervisors.
“Workforce Management has been a frequent request from our existing customers. With our clients’ increasing needs for agent productivity and call center efficiency, the addition of this product to the Five9 portfolio is especially timely given the current economic climate”, said Jim Dvorkin, Five9 Chief Technical Officer. “Workforce Management solutions offer a proven return on investment and substantial cost savings; however, traditionally they have only been available to companies able to make a significant investment in buying and implementing these solutions on-premise. Now, with the software-as-a-service model, our customers don’t need to deal with the effort and up-front capital expense of installing on-premise software and can pay for only what they really need,” continued Dvorkin.
Five9 began its presence in the on-demand call center software market in 2001. From a pioneer in delivering Software-as-a-Service to a market leader, Five9 continues to enhance its call center product portfolio based on market demand, customer and partner feedback, and a promise to offer small and medium businesses access to sophisticated technology quickly and affordably. With one of the largest engineering and development centers in its market category, Five9 customers can count on new applications that are highly relevant and reliable in today’s world.
Five9 is the leading global provider of on-demand call center software for telemarketing, customer service, and business continuity. The award-winning Five9 Virtual Call Centre and Predictive Dialer serves customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that is fast, easy, and affordable to deploy. For more information, visit www.five9.com.
David Van Everen