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Five9 Releases New Workforce Optimization Integrations and Enhanced User Experience


San Ramon, CA. USA, Feb 3, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced a new set of features that more fully help customers realize the value of the Virtual Observer acquisition that Five9 made last year. The new features provide key integrations between Five9 Workforce Optimization (WFO) and the Five9 Intelligent Cloud Contact Center platform.

The integrations will deliver an improved agent and supervisor user experience and provide supervisors with the tools they need to motivate and engage agents wherever they work, as well as get vital reporting and analytics that can help them ensure the overall quality of the customer experience. 

"Businesses today are now, more than ever, implementing workforce management and performance tools to ensure quality and consistency with remote workforces," said Anand Chandrasekaran, EVP of Product Management at Five9. "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. "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."


Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Thursday, February 4, 2021

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