Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
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.
Stadium People	Professional Services	7000	$900M	United States	ABI MasterMind	ABI MasterMind Workforce Manager	Workforce Management	2016	n/a
	Transportation	7000	$1.8B	Australia	Causeway	Causeway SkillGuard	Workforce Management	2021	n/a
	Retail	7000	$1.3B	United States	Dayforce	Ceridian Dayforce Workforce Management	Workforce Management	2015	n/a
	Retail	7000	$3.6B	United States	WorkForce Software	Workforce Software Task Management (formerly Foko Retail)	Task Management	2018	n/a
	Retail	7000	$3.6B	United States	Legion Technologies	Legion Workforce Management	Workforce Management	2021	n/a
	Utilities	7000	$8.9B	United States	WorkForce Software	WorkForce EmpCenter	Workforce Management	2017	n/a
	Manufacturing	7000	$1.2B	United Kingdom	ADP	ADP Workforce Management	Workforce Management	2021	n/a
	Non Profit	7000	$2.5B	United States	Verint Systems	Verint Workforce Management	Workforce Management	2021	n/a
	Leisure and Hospitality	7000	$1.3B	Australia	Calabrio	Calabrio Teleopti WFM	Workforce Management	2016	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Insight Source

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.