Forecast Demand and Optimise Schedules with Five9
You've been tasked with achieving optimal agent coverage for your contact centre 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 centre 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 centre operations for optimal results: the right number of agents, steady occupancy, minimised overtime, accurate forecasts of traffic volume, low abandonment rates and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialler historical data from the Five9 Cloud Contact Centre platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.