Below you will find more information on all three products to help you evaluate how Five9 can optimize your workforce. If you would like a more in-depth review of the potential gains our WFO solutions may offer, please contact us for a custom ROI analysis of your organization.
Average Time Required to Support All Customer Interactions
{{={0,0}TotalAvgSupportTime}}
seconds
Total Agent FTE Hours / Call Availability
{{={0,0}TotalFTEHrs}}
Total Hours of Interaction Support Activity
{{={0,0}TotalSupportHrs}}
Total Annual Employee Labor Costs:
${{={0,0}TotalLaborCosts}}
Total Cost Per Call/Interaction
$ {{={0.00}TotalCostPerCall}}
Average Agent Efficiency Rate
For baseline purposes only. Due to wide variances across industries, this tool does not take into account Service Level Agreements (SLAs) or staffing formulas such as Erlang C to establish shrinkage formulas.
Calculations are for baseline purposes only. Due to wide variances across industries, this tool does not take into account service level agreements (SLAs) or staffing formulas such as Erlang C to establish shrinkage formulas.
Workforce Management
Five9 Enterprise Workforce Management (WFM) empowers your contact center supervisors to effectively and efficiently manage scheduling so you can lower costs, streamline operations, and enable agents to be happier and more productive.
Five9 Enterprise WFM has also been shown to achieve schedule adherence rates of more than 90 percent and reduce average handle time (AHT) by 40 percent. Five9 Enterprise WFM also utilizes rich reporting tools and contact center data to ensure agents with specific skills are scheduled at the appropriate times so your organization performs at the highest levels whether it’s the middle of peak season, emergency conditions, or just another Tuesday afternoon.
Total Efficiency Gain and Savings Achieved via a Five9 WFM Solution
$ {{={0,0}TotalWMF9Savings}}
$ {{={0,0}TotalWMF9Savings}}
Quality Management
Five9 Enterprise Quality Management (QM) is your automated, end-to-end solution to pinpoint improvement opportunities for your contact center. Five9 Enterprise QM eliminates hours of manual work, streamlines the evaluation process, enhances evaluator productivity, and enables them to analyze more customer interactions.
With Five9 Enterprise QM you can record agent interactions and capture screen information in real time based on random call recording or custom business rules to increase agent productivity and improve the customer experience.
Total Efficiency Gain and Savings Achieved via a Five9 WFO Call Recording and Enterprise QM Solution
$ {{={0,0}TotalQMF9Savings}}
$ {{={0,0}TotalQMF9Savings}}
Speech Analytics
Five9 Speech Analytics enables your team to find the right calls quickly for issue resolution and quality management, or to identify trends and redirect your agents to better serve your customers.
Large vocabulary continuous speech recognition (LVCSR) technology provides transcriptions of every call. With LVCSR speech to text processing, conversations may be analyzed for context to enable much deeper insight into each interaction. LVCSR technology also enables the application of AI principles—which wouldn’t be possible using phonetics alone—to unlock powerful analytics features that identify issues and trends while helping to predict customer behavior.
Our interaction analytics enable you to take an objective view of your products and services through the eyes of the customer to alert you to their needs, behaviors, concerns, and pain points.
Total Efficiency Gain and Savings Achieved via a Five9 Speech Analytics Solution
$ {{={0,0}TotalSAF9Savings}}
$ {{={0,0}TotalSAF9Savings}}
Get Started with Five9
The role of the modern contact center is multi-faceted. Today's customers expect exceptional service anywhere, anytime, and on a multitude of channels, including chat, text, email, and phone. In addition to being the front door of your organization, your contact center is also the biggest collector of customer data. Five9 helps you capture, analyze, and leverage this data so you can improve agent productivity, reduce costs and increase ROI, and provide customers with extraordinary service and support experiences.