In addition to supporting compliance and call quality improvement, the Five9 QM solution provides a view into how your agents handle each interaction. Highly configurable playback and evaluation tools inform evaluators about call flow and content.
An integrated agent portal facilitates the evaluation discussion including coaching and performance management aspects of the evaluation process. Efficiencies are gained through both directly improving agent performance, increasing agent engagement, and streamlining the overall evaluation process.
Integrating Five9 WFO suite within your CRM streamlines workflows, improves results, and enhances security. Users log in with a single sign on and launch the Five9 WFO solution from within their CRM.
Playback is available within the customer’s CRM record and agents can better focus on servicing customers without having to switch back and forth between systems. Digital CRM interactions may also be tracked by our WFO solution to support more complete QM and WFM efforts.
Workforce management (WFM) optimizes productivity through the alignment of resources with work volume patterns based on historic data and predictive analysis. Five9 WFO makes the complex task of forecasting and schedule optimization simple for the WFM analyst with a straightforward user interface and multiple forecasting templates.
Schedule adherence tools including a linear timeline view into the agent’s day and real-time schedule adherence dashboards help drive adherence and overall efficiency rates up. Intraday management tools inform multiple agents of schedule changes with one action, accelerating response to safeguard service results and eliminating the need to contact agents individually.
Speech analytics represents the first step into AI for most contact centers. Five9 Speech Analytics uses large vocabulary continuous speech recognition (LVCSR) technology to bring contextual meaning to your data. This enables trending to prepare the contact center for shifts in customer sentiment or other issues.
Advanced analytics inform the organization about contact center volume trends and enable predictive analysis of customer behavior to identify larger trends. Five9 Speech Analytics automated call evaluation is the perfect complement to Five9 QM. Calls may be evaluated for compliance and other key metrics, with specific calls targeted for full QM review to improve overall performance and efficiency in your contact center.
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