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Workforce Scheduling Software Option from Five9 Offered
If you were looking for a good workforce scheduling software option in the cloud, the Five9 (News - Alert) Workforce Management might be something you’d want to check out.
It offers hosted workforce scheduling software for Five9 Virtual Call Centers. With its forecasting and scheduling tools, “our workforce management product optimizes your call center operations and workforce planning activities,” company officials say, adding that it is, in fact, the only WFM software that comes pre-integrated with Five9.
It’s a nice product, because with the hosted WFM and call center software, you get all the benefits of on-premise software, without the IT costs, delays or headaches. The product’s designed to let you lower your staffing costs, increase agent satisfaction and serve your customers more effectively.
That comes with being able to build your call center in the cloud, which in turn lets you eliminate the hassle and expense of your outdated infrastructure: “Five9 offers all the functionality of on-premise technology, with all the cost savings benefits of cloud computing,” company officials say, adding that the ability to plan your staffing over the Internet is another huge plus.
Any good workforce management software from a reputable on-demand call center software provider should let you optimize your operations and reduce agent attrition. With Five9’s particular offering, enabling you to run all your call center applications in the cloud, forecasting gets easier because you can identify trends and predict future call volumes, handle times, and staffing requirements for your entire call center operation.
Scheduling is easier, too, because you can create agent schedules that conform to working rules while “optimizing your staffing costs based on forecasted headcount requirements,” Five9 officials say, pointing out that another advantage is with adherence, since the product allows you to monitor agent adherence to their current schedule in real-time.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco
