Five9 Workforce Engagement

Empower your agents to deliver extraordinary customer experiences.

by five9 · Analytics & Workforce Planning

Five9 Workforce Engagement screenshot

Executive Summary

Five9 Workforce Engagement Management (WEM) is software for managing contact center staffing and agent performance. Its modules cover workforce management, quality management, interaction analytics, performance management, interaction recording and CRM integration. Five9 offers WEM natively and also partners with other workforce optimization vendors such as Verint.

Use Cases

  • Optimizing agent performance and productivity in contact centers.
  • Improving employee experience and engagement for contact center agents.
  • Streamlining contact center operations through effective workforce management.
  • Analyzing customer interactions and agent performance for quality improvement.
  • Integrating workforce engagement capabilities with existing CRM systems like Zendesk.

Features

Visibility

  • Real-time Performance Monitoring: Real-time performance visibility
  • Interaction Analytics: Analyze 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.
  • Performance Management: Maximize everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.
  • Five9 Interaction Analytics: Evaluate 100 percent of your calls to identify customer behaviors and interest in your products or services.

Support

  • Workforce Management: Optimize staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.
  • CRM Integration: Seamlessly embed Five9 WEM functionality with pre-built integrations for Salesforce and Zendesk.
  • Quality Management: Maximize agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.
  • Interaction Recording: Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.

Technical Specifications

Architecture
Cloud-native architecture supporting RESTful web services with JSON for custom integrations.
Deployment
SaaS

Integrations

  • Zendesk
  • Salesforce
  • Oracle
  • ServiceNow
  • Verint (partner WEM)

Security & Compliance

Certifications: ISO 27001, SOC 2 Type II, HIPAA compliant, PCI-DSS compliant

Encryption: Encrypted storage for interaction recordings

Pricing

Model
Bundle-based subscription pricing for cloud contact center services.
Target Customer
Enterprise

About five9

Five9 is a leading provider of cloud contact center (CCaaS) software, empowering organizations to manage customer interactions across various channels. The company leverages AI-driven automation, workforce optimization, and CRM integrations to enhance customer experience and agent productivity for mid-market and enterprise customers.

Founded: 2001 · Headquarters: San Ramon, CA, United States · Employees: 2,600+ · Public

Verified sources

Each of these facts was checked against the vendor page linked (2026-10-15).

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