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Five9 Workforce Optimization from Five9
Comprehensive quality management solution for insurance contact centers. Includes call recording with automatic PCI/PII redaction, quality monitoring, performance analytics, and agent coaching tools. Helps insurers optimize customer interactions during claims processing, policy servicing, and sales.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Call Recording Capabilities
(0 Yes /0 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
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Quality Monitoring & Assessment Tools
(0 Yes /0 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
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Compliance & Data Protection
(0 Yes /0 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
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Audit Log Detailed log and history of access or changes to recorded data. |
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Consent Management Captures and manages explicit customer consent for recording. |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
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User Access Controls Role-based permissions for system and recording access. |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
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Integration & Interoperability
(0 Yes /0 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
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Reporting & Analytics
(0 Yes /0 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
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Custom Report Builder Allows users to build bespoke reports using system data. |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
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User Management & Accessibility
(0 Yes /0 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
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Audit Trails Tracks user access and actions throughout the application. |
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Multi-Language UI Interface is available in multiple languages for global teams. |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
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Scalability & Performance
(0 Yes /0 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
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Load Balancing Support Balances workload across system resources for peak traffic. |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
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Training & Coaching Facilitation
(0 Yes /0 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
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Deployment & Hosting Options
(0 Yes /0 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
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Usability & Interface
(0 Yes /0 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
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Support & Vendor Services
(0 Yes /0 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
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Dedicated Account Manager Single point of contact for all account-related needs. |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
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