Reimagining Workforce Engagement with AI

Workforce Engagement Management is more relevant now than ever before. Your workforce is more distributed, your engagement channels are growing, and customer expectations continue to increase. With AI-powered workforce engagement, brands can meet these challenges and deliver superior customer service without raising costs.

AI has the power to transform employee experiences driving higher productivity and lower costs. Five9 recently debuted our Five9 Genius AI Suite, which, when complemented with AI-powered workforce engagement management solutions like Verint, will help customers understand and serve their own customers better.

Here are some examples of AI-driven workforce engagement management use cases that illustrate the promise of AI and get customers excited:

AI-powered scheduling: In workforce management, supervisors will appreciate real-time, adaptive, AI-generated schedules to optimize staffing levels driven by agent proficiencies and unexpected changes in call types and volumes. With the Verint TimeFlex Bot, agents have the ability to make unlimited schedule changes on their own, without impacting the service quality of the contact center.

Real-time guidance and coaching: Real-time, adaptive agent assistance also excites many businesses with the potential to significantly uplevel customer interaction outcomes. Imagine agents receiving automated real-time coaching on a difficult customer call.

Coaching that is not generic, but instead acknowledges agents’ proficiencies, and delivers dynamic suggestions. For example, new agent hires getting basic suggestions on what to say vs. more experienced agents getting suggestions on upsell opportunities that require deeper contextual knowledge and nuance.

Increased employee engagement: According to NTT, as of 2023, only 43% of customer-facing employees actually go into an office full-time. Sounds like a good thing, right? Employees get more flexibility and save money on gas and parking.

But this hybrid/WFH arrangement poses new challenges for the employers. Further data from NTT reveals that only 47% of surveyed companies reported that employees have the tools to enable and augment performance while working remotely.

Lost productivity and general disengagement is leading to higher costs from rising contact center agent attrition, and may even be contributing to what Forrester is now reporting as the lowest CX Index scores ever recorded for US companies across multiple industries.

Fortunately, workforce engagement management solutions can squarely address these challenges by giving employees coaching, schedule flexibility, and incentives to restore motivation and job satisfaction.

One customer of Five9—a major retailer—saw increased QM scores (averaging 93%) correlate with higher CSAT scores, revealing how happy employees can directly translate to happy customers.

Automated Quality Management

DMG Consulting has reported that digital interaction volumes have risen 3-5x since 2023 alone, however Quality Management has largely remained a voice-only discipline at many companies. The need to broaden quality management to all channel interactions beyond voice is critical to ensure companies maintain a complete view of their customer experiences as channel preferences evolve. And as AI-driven self-service IVAs become more commonplace and effective, QA will also extend to these agent-less interactions as well.

Five9 and Verint make it easy to start your AI journey

We often observe that customers prefer dealing with a single vendor for both their contact center and WEM solutions, not just for the procurement convenience (i.e., single contract, one discounting schedule) but also for the single point of accountability for support. This is why Five9 has forged an expanded partnership with Verint to not only re-sell Verint Cloud Solutions products, but also to configure and support them as well, giving customers a single vendor sold and supported value proposition.

This is an exciting time for Workforce Engagement Management and Five9 could not be more thrilled to partner with a market leader in Verint to deliver intelligent CX experiences transformed by AI.

Five9 is a Platinum sponsor of Verint Engage 24 taking place September 23-25 at the Rosen Shingle Creek hotel in Orlando, Florida. Stop by the Five9 booth, hosted hospitality suite reception, as well as the Five9-hosted breakout session, “Customer panel: A Balancing Act—Cost-Effective Support Excellence with AI”. This thought-leading panel session will feature shared Five9 and Verint customers Northwestern Mutual, Penn Medicine, First Citizens Bank, and Arkansas Blue Cross and Blue Shield.

Register today and use code “Five9_795”.