PRODUCT OVERVIEW AND TARGET AUIDIENCE
What is Five9 Performance Dashboard and Five9 Gamification?
Five9 Performance Dashboard and Five9 Gamification help contact centers to understand contact center performance and engage, motivate, and reward agents to achieve customer experience goals.
With Five9 Performance Dashboard, contact centers can view operation metrics, key performance indicators (KPIs) and service-level agreement (SLAs) statistics. Agents can view their own personalized performance against KPIs. Supervisors and administrators can create compelling games and competitions to motivate agent behavior.
Five9 Gamification provides a variety of ways agents can compete to win both virtual and real-life prizes. Measuring systems include virtual coins, experience points and badges. Agents get an avatar which can be customized and added to with virtual purchases. With Gamification, companies can keep agents on their toes without overwhelming them – tracking real-time performance and adjusting workloads on the fly. Feel free to shorten Five9 Performance Dashboard to Performance Dashboard and Five9 Gamification to Gamification.
What are the top pain points addressed by Five9 Performance Dashboard and Five9 Gamification?
Organizations who are operating a contact center need visibility into ongoing operations and a way to understand and motivate agent behavior. Without a performance dashboard and gamification solution, they may experience the following pain points:
- Lack of visibility into workload and the impact it has on Key Performance Indicators and Service Level Agreements
- Can’t tell when adjustments to staffing are needed to maintain service level agreements with the business
- Lack of visibility into customer demand and its impact on customer experience
- Long hours spent on training and repeating rules for alignment without visibility into how people’s efforts affect the outcome
- Can’t easily get to root cause for service disruptions or periodic service degradation due to information being soloed in multiple systems
- Agents don’t know when operations are out of line and can’t adjust behavior to compensate
- Supervisors can’t see team performance clearly, can’t tell when they need to move agent skills or make other adjustments
- Contact Center managers have to cross their fingers and hope for the best waiting for historical reports at the end of the week or month
- The causes of daily sales performance are difficult to understand. Slumps or big days are a mystery causing staff and management to develop superstitions and pre-day rituals that delay work and are unnecessary
- Unclear relationship between work calls and performance
- Lack of visibility into the causes of good or bad sales performance until after the day, week, or month is completed
- Can’t correlate sales performance with work load
- Difficulty motivating and growing agent skills in repetitive contact center roles.
- Agent goals are unclear.
- High performance goes unrewarded and unrecognized leading to agents to wonder why they bother going the extra mile.
What are the key capabilities of Five9 Performance Dashboard and Five9 Gamification?
Multi-role Dashboards – Agent, Supervisor, Wallboards, Manager, and LOB
With the multi-role dashboards, you can view operation metrics, key performance indicators and service-level agreement statistics. It helps everybody that plays a role in your customer service or sales operation understand exactly where the team stands, moment by moment, 24/7.
All dashboards are 100% browser based with no required downloads. This means that agents anywhere can operate as part of a global contact center operation and view metrics on a “wallboard” as though they were sitting in a common physical contact center.
Set Objectives for SLAs or others
You can use objectives to ensure that your team is automatically notified when key SLAs or KPIs change or drift. This makes it easy for you to course correct when required and stay ahead of changes in the market with your customers or business.
Dynamic displays and visualizations
Five9 Performance Dashboard lets you see the data you need to discover what’s working well and what needs attention. New data views are easy to setup. Also, data can be pulled from Five9 and other systems1. This enables gaining insights that are difficult, if not impossible, to obtain when data is segregated into different reporting systems. Custom metrics let you combine data easily to form new views of old problems.
Historical trends and correlations with up to the minute view
When you use Five9 for both inbound and outbound contact center operations, you benefit from unified real-time and historical reporting applications.
1 As of April 2019 integration into external systems is NOT an out of the box setup. It requires discovery sessions with the customer to understand what they want to report on, how data formatted, when it is updated, and other considerations. It requires a Statement of Work from PS. This includes Salesforce data; the final SOW effort will likely be less for Salesforce integration than net new systems. Reach out to Jacob Bentley (jacob.bentley@clearviewlive.com) to scope additional database integrations.
These applications deliver performance results across all your campaigns and agents. In real time, you can listen to agents inbound and outbound calls and review the intraday performance of your campaigns for key metrics such as sales volumes. Historical reports offer additional insights into agent performance across call types and unify customer history across your operations.
Sharing and subscriptions - operate with a common version of the truth
Templates can be shared for collaboration. Dashboards can be shared when needed to quickly resolve issues or scheduled for ongoing operations reporting. Making data available to key resources can drive changes in process, training, product, and many other areas.
Data from external sources
Data can be pulled from Five9 and other systems. This enables insights that are difficult, if not impossible, to obtain when data is segregated into different reporting systems.
In addition, Five9 Performance Dashboard is flexible and can be adapted to your specific business requirements.
- Highly customizable layouts
- Custom calculations
- Fully browser based
- 180-day data retention
- Additional options available via Professional Services
What are the key use cases that Five9 Performance Dashboard unlocks for these customers?
Sales
Because Five9 Performance Dashboard can pull data from third party systems (with custom implementation) including the prebuilt Salesforce integration, it can be used by Sales to better understand sales trends in contact center environments. Stats like number of calls made can be mixed with CRM data to provide sales per hour, close ratios, and other metrics that can provide intraday indicators of a day’s sales trajectory. Challenges and rewards can drive agent behavior. Conditional stats can be used to ensure agents abide by other drivers while trying to achieve a goal. For example, most upsells for a given hour with a customer satisfaction of 75% or greater is easy to set up.
Support
Five9 Performance Dashboard provides support organizations with a very flexible tool to track the performance of the support organization. Simple indicators like abandon rate, average handle time, and time in queue are dead simple to add and track. More advanced customer experience measurements are equally easy to add such as post interaction customer service satisfaction surveys, IVR abandon location and counts, and
case closure ratios.
Using gamification agents can compete and be rewarded based on who is the most effective across multiple criteria such as customer NPS, case closure time, and # of cases.
How does Five9 Performance Dashboard address critical business objectives?
You need good data to make good decisions. With Five9 Performance Dashboard, you can view operation metrics, key performance indicators and service-level agreement statistics. It helps everybody that plays a role in your customer service or sales operation understand exactly where the team stands, moment by moment, 24/7.
Users of Performance Dashboard find that providing agents with the Dashboard is the most impactful way to see massive improvement in operation. Why? Agent typically don’t have visibility into how their actions are aligning with contact center goals. Contact centers see big gains by simply letting agents see their process and performance along with visibility into expectations.
Five9 Performance Dashboard lets you see the data you need to discover what’s working well and what needs attention. New data views are
easy to setup.
Some benefits from contact centers using Performance Dashboard?
- 48% increase in average order value.
- 61% increase in repeat customer purchase over 3 months
- 45% increase in efficiency for agents who used Five
- Performance Dashboard daily 25% decrease in acquisition cost for new customers
What key benefits does Five9 Performance Dashboard provide for our customer?
- Real time access to critical information for the operation of the contact center
- Dashboards let the entire customer service center stay aligned with the current state of business – Especially agents
- Holistic visibility from executive to agent level
- Personalized metrics allow employees to understand how their efforts are contributing to overall customer engagement goals
- Customizable modules allow organizations to create the KPIs that make sense for their business
- Insight for real-time course correction
- Vibrant wallboards keep every employee attentive to business needs
- Gamification keeps agents engaged and motivated.
How does Five9 Performance Dashboard fit with other Five9 products? (dependencies, differences, compatibility)?
Five9 Genius the Intelligent Cloud Contact Center has a number of products that visualize data. Consider Five9 Performance Dashboard if any of these features are needed by your customer:
Gamification: Companies who are focused on employee engagement are turning to gamification as way to keep agents engaged and motivated. Gamification is available to companies as an add-on to the Five9 Performance Dashboard.
Single tool to solve all your contact center data visualization needs.
Ability to configure to needs of different roles within your organization
- Agent
- Supervisor
- Report Creator
- Supervisor with report creating capabilities
- Contact Center Manager
Powerful Visualization
- Many Types of data visualization including
- Gauges
- Rankings
- Column with spark lines and other visualizations
- Tables
- Trend lines
- Histograms
- Interval
Ability to customize
- Explore endless KPI’s with real-time visibility
External Data from CRM and other data sources through professional services.
Stores 180 days of data giving companies the ability to see long term trends that are
affecting operations.
Who is the target audience for Five9 Performance Dashboard – what is the Ideal Customer Profile?
The ideal business has between 25 and 2000 named licenses. There are two types of potential customers for the Performance Dashboard: active need customers and passive need customers.
Active need customers have an analytics problem. They know they need better visibility into their contact center metrics for a variety of purposes including: reporting up to management, understanding agent performance, understanding demand and staffing and a variety of other needs associated with the contact center operations.
Passive need customers have an agent engagement issue. They may realize it but they may not realize that there is a solution at their fingertips that can improve the situation quickly and effectively. The key here is giving information about agent performance to the agents themselves. Simple knowledge of what is being asked and visibility into how the agent is measuring up to that ask can drastically change agent behavior, especially
when it’s in a positive and transparent environment.
Most contact centers have one or both of these issues.
What are their purchasing triggers?
- Look for any contact center who wants to drive improvement in operations, customer and agent satisfaction.
- Look for companies who have agent engagement issues.
- Five9 Performance Dashboard and Gamification FAQ 14
- While companies have many reports available they probably can’t visualize the data easily and may lack visibility into real time events.
- Look for data analysts who are frustrated by the flexibility offered in existing reporting packages.
- Look for contact center managers who want to give real time insight into contact center operations.
What differentiators does Five9 offer with Five9 Performance Dashboard and why do they matter to the customer?
Five9 Performance Dashboard enables customers to measure customer experience in ways that map directly to the success of their business. The flexibility of the Five9 Performance Dashboard opens up data and analytics that aren’t possible with less flexible systems. The real differentiator for
Five9 is that we can now deliver an end to end solution that maps directly into customer business success.
Gamification capabilities are an integrated part of the Performance Dashboard. All agent feedback including performance stats and rewards are part of the same integrated system.
COMPETITION
Who are the key competitors for Five9 Performance Dashboard?
Nice has had a ClearView OEM (for InContact) called inView for some time. We found that it was being used as a differentiator by Nice in some deals. This has already been reversed in some key deals by positioning Five9 Performance Dashboard. They have the ability to offer the same capabilities as Five9 although its not clear when they position InView vs NICE solutions.
How does Five9 Performance Dashboard compare with competitive offerings?
As of the Spring Release 2019 there are still a view gaps with inView although we believe these aren’t significant enough for most organizations to impact a customer’s choice:
- Coaching
- Messaging (this has overlaps with the Five9 provided capability)
- Quality Management
CUSTOMERS
Do we have customers currently using Five9 Performance Dashboard? Who are they?
A number of customers have purchased the Five9 Performance Dashboard. As April 1st
2020, 147 companies have deployed Performance Dashboard with over 13,500 seats.
What benefits is Five9 Performance Dashboard providing to these customers?
Here are some real life benefits from organizations that have deployed Performance
Dashboard.
Sale Company
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Business Process Outsourcer
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E-Commerce Company
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AVAILABILITY, IMPLIMENTATION & SUPPORT
What is the status of Five9 Performance Dashboard availability?
Five9 Performance Dashboard and five9 Gamification are available to anybody.
Is Five9 Performance Dashboard available worldwide, and if there are restrictions, what are they?
Five9 Performance Dashboard is available worldwide in English, Spanish, and French.
How is the Five9 Performance Dashboard priced?
- Five9 Performance Dashboard is priced at $30 per named agent.
- Five9 Performance Dashboard is an OEM product from Clearview, although we don’t advertise that fact. As such we pay them royalties for each license that we sell.
- A user is defined as an Active Named VCC Agent (Agent, working supervisor, etc.)
- The Gamification capability is priced at $15/named agent/month
- It requires a Performance Dashboard Seat
Example: A customer with 100 concurrent VCC Agent licenses and 150 named agents would pay $25 per month for each named agent or $25*150= $3750/month to give all their agents and supervisors access to Five9 Performance Dashboard. In order to maintain our margins over our cost to Clearview we will enforce a 30% max discount.
In order to maintain our margins over our cost to Clearview we will enforce a 30% max discount.
How do I price Five9 Performance Dashboard from a PS perspective? What SKUs should I use?
Discussions about analytics can become very detail oriented very quickly. Its easy to make assumptions about what is being asked for and what is being delivered. For this reason it’s important to get the right resources engaged in the conversation when the conversation goes from out of the box Five9 statistics to custom metrics or integration with third party systems.
Five9 knows how manage both of these environments but . . . You don’t
drive your car at highway speeds into the jungle and pretend there aren’t
any trees. Moving through these environments happens at a different
cadence.
In order to better support these two selling situations we have simplified the process for picking appropriate SKUs to ensure customer needs are met.
We have two SKUs now. One is a basic SKU that provides out of the box Five9 voice metrics into the Performance Dashboard. This excludes data from external systems but is a known implementation effort and results in fast, effective implementations.
The second SKU is a PS Statement of Work. The level of effort will change based on the scope. For example, including Salesforce data will take less time and effort than other custom data sources. An SOW is required because Salesforce usage differs from company to company and always involves custom fields.
Here are the specifics of the Basic SKU
- Five9 Performance Management Integration – Basic: 1 SFTP connection- 2 Data file import, up to 4 metric bases, 4 metric filters, communication and administrative, data mapping, trouble shooting and consulting on data definitions, “Data import file must include mapping information (Five9 Contact ID or Event ID, Agent ID, and Skill ID)
Engage with Jacob Bentley for any requests that are outside of the above including integration into third party systems.
Use this SKU as the license for the Five9 Performance Dashboard
- Five9 Performance Dashboard – Real-time dashboards and wallboards that provide holistic reporting from all of your disparate systems. Includes performance dashboards, basic profile template, wallboards, and attributes.
Use these SKUs for all Five9 Performance Dashboard implementations
- ACD setup and implementation: one time setup of Five9 data into Five9 Performance Dashboard
- Five9 Performance Management - Project Management: Required for EACH Clearview implementation SKU. Five9 to provide project management oversight on Performance Management delivered services.
How quickly can you deploy Five9 Performance Dashboard?
When being deployed with standard Five9 statistics the solution can be deployed very quickly.
For additional data systems including Salesforce a SOW is required and the timing is them based on the scope of work.
How quickly can Five9 Performance Dashboard scale?
Capacity for Five9 Performance Dashboard increased or decreased through the standard license request process.
COURSE & LIMITATIONS
In order to better support these two selling situations we have simplified the process for picking appropriate SKUs to ensure customer needs are met.
We have two SKUs now. One is a basic SKU that provides out of the box Five9 voice metrics into the Performance Dashboard. This excludes data from external systems but is a known implementation effort and results in fast, effective implementations.
The second SKU is a PS Statement of Work. The level of effort will change based on the scope. For example, including Salesforce data will take less time and effort than other custom data sources. An SOW is required because Salesforce usage differs from company to company and always involves custom fields.
Here are the specifics of the Basic SKU
- Five9 Performance Management Integration – Basic: 1 SFTP connection- 2 Data file import, up to 4 metric bases, 4 metric filters, communication and administrative, data mapping, trouble shooting and consulting on data definitions, “Data import file must include mapping information (Five9 Contact ID or Event ID, Agent ID, and Skill ID)
Engage with Jacob Bentley for any requests that are outside of the above including integration into third party systems.
Use this SKU as the license for the Five9 Performance Dashboard
- Five9 Performance Dashboard – Real-time dashboards and wallboards that provide holistic reporting from all of your disparate systems. Includes performance dashboards, basic profile template, wallboards, and attributes.
Use these SKUs for all Five9 Performance Dashboard implementations
- ACD setup and implementation: one time setup of Five9 data into Five9 Performance Dashboard
- Five9 Performance Management - Project Management: Required for EACH Clearview implementation SKU. Five9 to provide project management oversight on Performance Management delivered services.
How quickly can you deploy Five9 Performance Dashboard?
When being deployed with standard Five9 statistics the solution can be deployed very quickly.
For additional data systems including Salesforce a SOW is required and the timing is them based on the scope of work.
How quickly can Five9 Performance Dashboard scale?
Capacity for Five9 Performance Dashboard increased or decreased through the standard license request process.
MORE INFO
Product Management
Krishna Pulipati
Jim Hickey
Product Marketing
Darryl Addington
Brian Spraetz
Sales Ops
Luis Santo Domingo
ClearView
Jacob Bentley