Workforce Engagement Management Software Tailored to Your Unique Needs
Five9 takes a unique approach to deliver the right contact centre or call centre workforce engagement management and optimisation solution for your organisation. We offer Five9 WEM natively and also partner with other leading workforce optimisation software vendors in the industry, such as Verint, to ensure you get a solution that truly fits your business needs. Five9 manages each WEM solution for you from installation and configuration, to maintenance and upgrades, to the latest features so you can focus on your business.
Improve Agent Performance to Increase Efficiency and Customer Satisfaction
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Workforce Management
Optimise staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.
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Interaction Analytics
Analyze 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.
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Performance Management
Maximise everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.
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CRM Integration
Seamlessly embed Five9 WFO functionality with pre-built integrations for Salesforce, Zendesk, Oracle, and ServiceNow.
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Quality Management
Maximise agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.
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Interaction Recording
Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.
Metrigy Names Five9 a MetriStar Top Provider for Workforce Engagement Management Platforms
Five9 offers automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients.
WEM Savings Calculator
Want to learn how the right WEM solution can help you save money and improve ROI, agent productivity, and conversations?
Just provide some basic metrics for your contact centre and our WEM savings calculator will do the rest.
Quality Management
- Call, screen, and digital channel transcription capture
- Real-time call and desktop monitoring
- Flexible evaluation form creation
- Powerful query capabilities
- Coaching packages
- Automated evaluation assignment
- Pre-built CRM integration with Salesforce, Zendesk, Oracle, and ServiceNow
Workforce Management
- Multiple forecasting methods
- Multi-skill/multi-channel forecasting
- Rules-based agent-preference scheduling
- Intraday management and automated adjustment
- Real-time agent adherence
Performance Management
- Role-based, customisable dashboards
- Customisable KPIs and metrics
- Real-time performance visibility
- Data aggregation from external sources
- Wallboards
- Gamification
Interaction Analytics
- Voice, chat, and email channels
- 100% call transcription
- Automated QM scoring
- Statistical group comparison
- Ad hoc word or phrase search
- Automatic categorisation
- Emotion and sentiment analysis
Resources To Help You Get Started
Five9 Workforce Engagement Management
Improve decision-making with a single view of operational performance in real time across multiple systems.
Five9 Enterprise Quality Management
Evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction.
Five9 WEM Recording Data Protection
A powerful protective layer of security that prevents exposure of valuable customer data.
Five9 Enterprise Workforce Management
A powerful tool to strategically manage your workforce in the contact centre to ensure maximum productivity.
Five9 Interaction Analytics
Evaluate 100 percent of your calls to identify customer behaviors and interest in your products or services.
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.
