2025 MetriStar Awards for Workforce Engagement Management

This report presents the findings of the 2025 MetriStar Awards, focusing on the Workforce Engagement Management (WEM) Suites category. Five9 has been recognized as the Top Provider for WEM Suites based on customer ratings and quantitative metrics that correlate the use of its offerings with measurable business success. The report details the components of WEM Suites, which include applications for quality management, analytics, workforce management, and more. It outlines the research methodology used to assess business success metrics, including agent performance, supervisor productivity, and customer satisfaction. The report highlights that Five9 customers reported significant improvements in agent performance and customer satisfaction scores, achieving the highest ratings among competitors. The document also summarizes the overall customer sentiment towards WEM providers, with Five9 receiving the top score. Additionally, it discusses the strategic positioning of Five9 within the contact center as a service market, emphasizing its integrated approach to WEM solutions.