List of Five9 Workforce Optimization Customers
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United States
Since 2010, our global team of researchers has been studying Five9 Workforce Optimization customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Five9 Workforce Optimization for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Five9 Workforce Optimization for Workforce Management include: Jackson Hewitt, a United States based Banking and Financial Services organisation with 7000 employees and revenues of $1.50 billion, Community Choice Financial, a United States based Banking and Financial Services organisation with 5000 employees and revenues of $1.40 billion, Five9 Philippines, a Philippines based Professional Services organisation with 700 employees and revenues of $60.0 million and many others.
Contact us if you need a completed and verified list of companies using Five9 Workforce Optimization, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Five9 Workforce Optimization customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Community Choice Financial | Banking and Financial Services | 5000 | $1.4B | United States | Five9 | Five9 Workforce Optimization | Workforce Management | 2015 | n/a |
In 2015, Community Choice Financial implemented Five9 Workforce Optimization. The deployment focused on Workforce Management capabilities to support contact center operations across Customer Service and Operations teams. It targeted management of all queues and all applicable Five9 splits, centralizing scheduling and queue prioritization under a Control Center driven model. The scope included leadership, associates, and workforce coordinators responsible for day to day staffing.
Five9 Workforce Optimization was configured to automate schedule creation and staffing bid processes, and to generate operational reports such as hourly production reports, shift performance reports, and staffing needs reports. The implementation emphasized operational tracking within the Control Center, maintaining a working knowledge of Customer Service and branch procedures to align schedules and training assignments. Functional workflows included resource prioritization across queues, shift scheduling, and routine reporting for leadership review.
Integrations were limited to internal Five9 constructs, specifically splits and Control Center tracking systems, which served as the primary data source for scheduling and reporting. Operational coverage stressed the call center queues across the enterprise, with coordinators completing and distributing reports, planning special projects, and maintaining awareness of call center security and functionality. Business functions impacted included workforce planning, staffing administration, operations management, and customer service delivery.
Governance centered on regular report cadence, staffing bid coordination, and escalation of identified trends to leadership, with coordinators expected to propose resolution options for mitigating risk. The rollout embedded process controls for schedule changes, training coordination, and administrative task management, while maintaining alignment with company standard operating procedures and branch workflows. No outcome figures were provided.
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Five9 Philippines | Professional Services | 700 | $60M | Philippines | Five9 | Five9 Workforce Optimization | Workforce Management | 2010 | n/a |
In 2010, Five9 Philippines implemented Five9 Workforce Optimization. Five9 Workforce Optimization is deployed for Workforce Management within Five9 Philippines contact center operations, supporting core functions such as agent scheduling, demand forecasting, intraday adherence monitoring, and quality monitoring workflows.
The deployment is implemented as part of the Five9 cloud contact center stack, with the Five9 Workforce Optimization application instrumenting operational scheduling engines and supervisor workspaces. Configuration focused on standard Workforce Management modules including forecast modeling, schedule creation and publishing, shift and time off management, and adherence tracking, with configuration aligned to contact center queue and skill structures. Governance emphasizes supervisor driven schedule approvals and operational adherence processes, and rollout was organized around contact center teams and supervisor training to embed scheduler and quality assurance workflows into daily operations.
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Jackson Hewitt | Banking and Financial Services | 7000 | $1.5B | United States | Five9 | Five9 Workforce Optimization | Workforce Management | 2019 | n/a |
In 2019, Jackson Hewitt implemented Five9 Workforce Optimization. The deployment targeted seasonal contact center operations that support 6,000 franchised and company locations nationally, where voice seats scale from 50 to 250 during tax season and where scheduling adherence and staffing forecasting were identified as critical operational gaps.
Five9 Workforce Optimization, a Workforce Management solution, was configured to centralize forecasting, staffing and schedule adherence while enabling structured coaching workflows. Functional capabilities implemented included demand forecasting for volume spikes, schedule adherence monitoring, agent performance coaching, and workforce analytics to surface transparency into agent activities and behavior.
The solution was delivered as a cloud-hosted workforce management layer within the Five9 contact center environment to support rapid seat provisioning and seasonal scaling. Architectural emphasis was on centralized scheduling, cloud provisioning and analytics orchestration to align intraday staffing with peak tax period volumes.
Governance and rollout focused on operationalizing new scheduling and coaching processes for contact center supervisors, including supervisor dashboards and adherence tracking to enforce schedules and guide coaching conversations. Outcomes reported by the firm included the ability to scale quickly, improved agent performance and coaching effectiveness, the capability to forecast staffing during volume spikes, and greater transparency into agent activities to inform the customer experience.
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