Overview

Five9 Essentials Quality Management (QM) is a comprehensive solution designed to capture and evaluate customer interactions across voice and digital channels. By leveraging contact center quality assurance, it aims to improve the effectiveness of contact centers by increasing evaluator efficiency and focusing on high-priority interactions. The platform offers features such as recording, monitoring, evaluation, coaching, calibration, automated QM, and CRM integration to deliver exceptional customer experiences and keep agents engaged.

Features and Capabilities

• Recording:
  • Capture voice and screen recordings.
  • Synchronized voice and screen playback.
  • Digital channel transcription capture.
• Monitoring:
  • Real-time call and desktop monitoring.
  • View multiple agents' desktops simultaneously.
  • Provide assistance behind the scenes or intervene directly.
• Evaluation:
  • Create flexible evaluation forms for specific interaction types and channels.
  • Powerful query capabilities using metadata.
  • Send completed evaluations for agent review.
• Coaching:
  • Create targeted coaching packages for agents.
  • Embed eLearning modules.
  • Provide URL access to resources and articles.
• Calibration:
  • Ensure consistent scoring by evaluators.
• Automated QM:
  • Score every captured interaction.
  • Assign interactions for manual evaluation.
  • Add analytics results to query functionality.
• CRM Integration:
  • Embed QM within CRM user interfaces.
  • Extend QM functionality to CRM digital channels.