Five9 Workforce Optimization (WFO): Deliver Exceptional Customer Experiences

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Empower Your Agents to Deliver Extraordinary Customer Experiences with Five9 WFO

The modern-day contact center has lots of moving parts and managing a contact center can be a difficult task which falls on supervisors and contact center managers. However, with the right tools in place it is not so daunting. An appropriately staffed contact center with engaged and empowered agents helps your organization provide extraordinary customer experiences. That’s where Five9 Workforce Optimization comes in.

Five9 WFO includes call and screen recording, quality management, workforce management, performance management and speech analytics. It provides a wealth of information to contact center supervisors and managers to effectively manage staffing and improve agent capabilities.

To deliver the right WFO solution for your organization Five9 takes a unique approach. We partner with leading vendors in the industry: Verint, Calabrio, Virtual Observer and Authority Software, to offer you the freedom, flexibility and choice to select a solution that truly fits your company needs. And Five9 manages each WFO solution for you from installation and configuration to maintenance and upgrades to the latest features. We take care of all the hardware and software details so you can focus on your business.

Call Center Management Guide

Workforce Management (WFM)

Achieve the right balance between cost and service-level management. Five9 provides tools to forecast contact volume, schedule contact center staff based on workload, plan for special events, proactively manage intraday change, and ensure real-time schedule adherence.

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Quality Management

Five9 quality management delivers end-to-end management of QM processes. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.


With Five9 Gamification, it is easier than ever for contact centers to reinforce learning and motivate agent performance and teamwork. Five9 Gamification provides a variety of reward systems to encourage desired agent behaviors. It creates an environment for agents to develop new skills and improve performance while having a little fun along the way.

Performance Dashboard

With Five9 Performance Dashboard, contact centers have visibility into the agent and customer experience throughout the customer journey. Agents get real-time feedback on their performance throughout the day. Supervisors and contact center managers get role specific metrics on how staff is performing and the impact it is having on operations.

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Download the Datasheet: Workforce Optimization

Learn about the value of Workforce Optimization (WFO) and how Five9 partners with leading WFO vendors to provide the best solution to meet your business requirements. 

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Download the Datasheet: Five9 Workforce Management (WFM)

Learn how you can lower costs and improve efficiency with staff scheduling in the Five9 Cloud. Get an overview of the workforce management features available from Five9.

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Download the Datasheet: Five9 Quality Management

Get an overview of the quality management features available from Five9.

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Workforce Optimization Features


Identify Contact Volume Trends


Predict Future Contact Volumes


Create Agent Schedules


Monitor Agent Schedule Adherence


Automatically Adjust Agent Schedules


Call & Screen Recording


Quality Monitoring


Encrypted Recording Storage


Coaching & eLearning Packages


Out-of-the-Box Reports


Customizable Dashboards


Advanced Analytics

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.


Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call 1-800-553-8159 for More Information