Five9® Workforce Management

Balance Efficiency and Service

Contact centers are highly dynamic environments where customers are reaching out across multiple channels and agents are working to provide exceptional service experiences. It’s a delicate balancing act that constantly changes. Sometimes contact volumes exceed agent capacity, while other times you have more agents than needed. Smooth out these operational speed bumps and make your contact center a finely tuned customer experience machine.

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Forecast Demand and Accurately Schedule Your Contact Center Resources

Five9 Workforce Management (WFM) helps you strike the perfect balance between customer satisfaction and contact center efficiency. Accurately align agent resources with contact volumes throughout the day with a powerful set of workforce management tools. Keep customers happy and agents engaged by ensuring the right number of agents with the right skills are always available.

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Deliver Exceptional Customer Experiences and Keep Agents Engaged

Forecasting

Accurate contact volume forecasts form a solid foundation for optimal staffing. Create multiskill, multichannel forecasts easily and quickly.

Scheduling

Schedule agents automatically based on preferences or let them bid on schedules. Either way your staffing plans are optimized to achieve your service goals and minimize labor costs.

Adherence
Track agent schedule adherence over time or in real time to help them stay focused on working together as a team to take care of customers.
Intraday

Ensure your staffing plans keep aligned with what’s happening as events unfold. If adjustments are needed you can make hundreds of changes it’s easy to make changes and keep agents informed with only a few clicks.

Portal

Empower agents to take control of their workday with easy self-service tools to see their schedules and adherence, request changes, and receive schedule notificationsmake adjustments.

Mobile
Extend agent self-service features to mobile devices so they can keep in touch no matter where they are.
CRM
Embed WFM within your CRM user interface and extend WFM functionality to CRM digital channels.
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93% of customers are likely to make repeat purchases with companies who offer excellent customer service.

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Five9 Workforce Management gave us the ability to do shift bidding and build robust forecasting and staffing models to ensure we had the right number of people at the right time for our patients to call in.

Darryl Flores

Director of Customer Experience, Gonzaba Medical Group

Multiskill/ multichannel forecasting

  • Multiple forecasting algorithms
  • Multiskill/ Multichannel forecasting
  • Inbound, outbound, and blended environments
  • What-if analysis

Scheduling

  • Automated preference scheduling
  • Schedule bidding
  • Flexible start/stop times
  • Lunch, break, meeting, and coaching optimization

Multiple change notification channels

  • Interval-by-interval comparison to plan
  • Automatic reforecasting
  • Flex schedules and notify agents with only a few clicks
  • Six different change notification channels

Agent Adherence

  • Historical agent adherence
  • Real-time adherence monitoring
  • Out of adherence alerts
  • Agent and supervisor views

Agent Portal

  • View schedules and adherence
  • Bid on shifts
  • Request schedule changes, vacation, and voluntary overtime
  • Notifications and alerts

Mobile App

  • Android and iOS support
  • Anywhere access to self-service functionality
  • Absentee and late arrival check-in
  • Alerts and notifications

Pre-built CRM Integrations

  • Salesforce
  • Zendesk
  • Oracle
  • ServiceNow
  • Microsoft Dynamics 365

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Resources to Help You Get Started

Data Sheet

Five9 Enterprise Workforce Management

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Data Sheet

Five9 Essentials Quality Management

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Data Sheet

Five9 Workforce Optimization

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Use real-time data collected from your customers to provide actionable insights for your agents and business.

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