Five9, a provider of cloud contact center technology,has integrated the Five9 Workforce Optimization (WFO) and the Five9 Intelligent Cloud Contact Center platforms.>
The integrations will deliver improved agent and supervisor user experiences, tools to motivate and engage agents wherever they work, reporting, and analytics. Agents will be able to manage their time and workloads.
The new features, which are being fueled by the Virtual Observer acquisition that Five9 made last year, allow managers to do the following:
- Monitor their entire team's desktop activity and voice calls in real time and intervene if needed;
- View their team's schedules and adherence and manage time off, shift bidding, and swap requests; and
- Review, edit and evaluate interactions, manage disputes, and view quality results and trends to manage key metrics, including handle and hold time.
Agents can also access Five9 WFO self-service features directly from Five9 Agent Desktop Plus, enabling them to do the following:
- View schedules, adherence, evaluations, and call recordings;
- Submit time off, schedule change, and schedule bid requests;
- Initiate evaluation disputes and receive feedback; and
- Receive notification of upcoming schedule events, request approvals, and voluntary time off offers.
"Businesses today are now, more than ever, implementing workforce management and performance tools to ensure quality and consistency with remote workforces," said Anand Chandrasekaran, executive vice president of product management at Five9, in a statement. "Customers implementing cloud-based Five9 Workforce Optimization identify opportunities, trends, and areas of improvement through our interaction analytics, gamification, reports, and helpful coaching tools to ensure exceptional CX. In fact, one customer shared that they would have needed at least seven times as many agents to do the same amount of work they are now able to accomplish by leveraging Five9 WFO."
"Creating a single, engaging experience for agents and supervisors, whether they work remotely or in house, is crucial for delivering exceptional customer experiences," said Sheila McGee-Smith, principal analyst at McGee-Smith Analytics, in a statement. "Five9 Workforce Optimization functionality has now become a natural extension of the agent and supervisor desktop, no longer a distinct application that must be accessed and operated separately."