Overview

Five9 Gamification is a comprehensive solution designed to boost agent engagement and performance within contact centers. By integrating game-like elements into daily operations, it motivates agents, reduces attrition, and fosters a collaborative environment. The platform offers clear performance goals, encourages peer connections, and rewards top performers, leading to increased transparency and team camaraderie. This approach not only enhances agent satisfaction but also contributes to improved customer service outcomes.

Features and Capabilities

• Fully Integrated: Seamlessly access daily performance metrics and participate in games or challenges through the Five9 Performance Dashboard.
• Motivating Games and Challenges: Create long-term team goals and enable agents to initiate challenges to boost performance during critical periods.
• Diverse Marketplace: Offer top-performing agents flexible reward types within the online Marketplace, including coins, gems, badges, experience points, and real-life merchandise.
• Simulate Games: Use historical data to check the likely results of a game before rolling it out to the team, ensuring the success of your gamification strategy.
• Customizable Agent Avatars: Provide a fun way for agents to express themselves using customizable avatars. Based on agent performance, agents can purchase a wide variety of accessories and even pets for their avatars.
• Games and Challenges: Gamification helps agents remain focused, engaged, and motivated with a variety of pre-defined games and challenges, including personalized avatars associated with their rewards and achievements.
• Flexible Rewards: Virtual rewards include coins, gems, badges, and experience points, or provide real-world rewards through an online marketplace.
• Game Simulation: Increase confidence that games will achieve your expected results with simulation using historical data to check likely results before going live with them.
• Customizable Avatars: Avatars give agents a fun way to express themselves and showcase their achievements with configurable body styles, clothes, accessories, and pets.
• Permission-based Control: Permission settings provide total control over access to functionality and information, ensuring users have the ability to perform the tasks they need, while being restricted from accessing unauthorized information.