Improve agent engagement and performance to provide extraordinary customer experiences
Quality Management (QM) in your contact center results in satisfied customers, engaged agents, and increased revenue for your business. Give your employees what they need to ensure customers get what they want.
With solutions powered by market leaders, Verint, Calabrio, Virtual Observer and Authority, Five9 automates the QM process from start to finish, whether your agents, supervisors, and quality managers are remote or in your call center.
Based on studies conducted by the Aberdeen Group (Source)
The backbone of every quality management solution is recording. Record agent interactions and capture screen information in real time, based on custom business rules or by random selection. This allows you to have all the information you need for QM evaluation.
Agent Performance Quality Management
Evaluate how well your agents are handling customer interactions. Assess agents’ strengths and weaknesses to identify areas for coaching or overall process improvement to achieve measurable improvements in customer satisfaction.
Enable targeted call monitoring based on built-in or custom key performance indicators (KPIs). You set your KPI targets and benchmark your agents during customer interactions on metrics that reflect your business goals. This allows contact center operations to have an actionable workflow to identify and escalate issues.
Track and mine valuable information with automatic analytical tools. Such as speech analytics, desktop and call-flow analytics, customer feedback analytics, and automatic call categorization.
Five9 is the heart of this organization. We wouldn’t be where we are without it.
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Quality Management Features
Real-time Privacy Control
Analytics: Speech, Call Flow, Customer Feedback, Screen Content, Text & Data Mining
Why Choose Five9
Monthly or annual pricing with no long-term contracts.
Powerful, scalable, and secure cloud solutions.
Recognized by Gartner as a leader in Contact Centers.
Integrate with all the leading CRM packages.
All you need is a computer, a headset, and Internet.