Five9 has announced a new set of features that provide key integrations between the company’s Workforce Optimisation (WFO) and their Intelligent Cloud Contact Centre platform.
Integrations aim to boost agent and supervisor user experience while also providing management with the tools they need to engage agents wherever they work. They will also acquire reporting and analytics that can help them ensure the overall quality of the customer experience.
Anand Chandrasekaran, EVP of Product Management at Five9, said: “Businesses today are now, more than ever, implementing workforce management and performance tools to ensure quality and consistency with remote workforces.
“Customers implementing cloud-based Five9 Workforce Optimisation 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.”
