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.
Based on studies conducted by the Aberdeen Group (Source)
Automatic data collection from the Five9 Cloud Contact Centre platform lets you can better align resource needs and calling patterns.
In enterprise contact centres 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.
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.
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.
Gain access to all contact center resources, such as demos, white papers, data sheets, and more.
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Identify Call Volume Trends
Predict Future Call Volumes
Create Agent Schedules
Monitor Agent Schedule Adherence
Automatically Adjust Agent Schedules
Real-Time Privacy Control
Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Predictive dialling connects agents only to live prospects, maximising calling efficiency.
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Automate agent callbacks using the Disposition Timer and redial feature.
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Monthly or annual pricing - no long-term contracts.
Powerful, scalable, and secure cloud solutions.
Recognised by Gartner as a leader in Contact Centres.
Integrate with all the leading CRM packages.
All you need is a computer, a headset, and Internet.
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