Most contact centrescontact centers run Five9 at a fraction of what it can do. We tune the dial strategy, number health, AMD and call flows you already have, and we measure every change against the data.
Five9 optimisationoptimization is the continuous, data-led tuning of everything between your lead list and a live conversation: diallingdialing mode and pacing, campaign structure, number reputation, answer machine detection, IVR routing and agent workflows. It is not a one-off settings review, it is a discipline.
We design and continuously refine your outbound strategy, ensuring every dial counts. Because we ran contact centrescontact centers before we consulted on them, we know which levers actually move the numbers and which ones just look busy.
Every recommendation is backed by data. We A/B test changes rather than guessing, and you see the impact in your daily and weekly reporting, not in a slide deck six months later.
Every operation starts from a different baseline. We measure yours first.
Your dial strategy decides how hard each record is worked, in what order, on what number, at what time of day. Get it wrong and you burn fresh leads while over-diallingdialing dead ones. We design campaign waterfalls that match effort to lead value, then A/B test the variables that matter until the data settles the argument.
Every strategy change ships as a test with a control. If a change doesn't move contact rate, conversion or cost per sale, it doesn't stay. That's how we find the gains others miss.
If your numbers show up as "Spam Likely", nothing else you do matters. Number reputation is the silent killer of outbound performance, and it degrades gradually enough that most operations don't notice until contact rates have already collapsed.
Outbound numbers wear out. We manage your ANI pool deliberately: rotating numbers before reputation damage sets in, matching local presence where it helps, and retiring numbers that have done too many miles.
We identify which of your numbers the carriers and analytics engines are flagging, work through remediation, and put monitoring in place so a flagged ANI is caught in days, not discovered months later in a contact-rate post-mortem.
Branded calling puts your company name on the customer's screen instead of an unknown number. For operations living and dying by answer rates, it turns a cold dial into a recognised caller.
A second dial moments after a missed first attempt signals a genuine caller, not a robocall, and lifts answer rates on the lists where it's deployed. We test it per campaign and keep it only where the data says it earns its place.
AMD tuning is unglamorous work with outsized returns: minutes of agent time reclaimed every hour, and real prospects no longer hung up on by a machine. As a Five9 Certified Implementation Partner, we tune it to production standard.
Badly tuned AMD wastes agents on voicemails and, worse, drops live customers it mistakes for machines. We tune answer machine detection per campaign, balancing detection accuracy against the risk of losing real conversations.
On the inbound side of the same coin: when a web lead lands, the clock starts. Our speed-to-lead analysis shows exactly how long your leads wait between form fill and first dial, where the delay comes from, and what it's costing you. Then we wire Five9 to close the gap.
Every unnecessary menu layer, misrouted call and dead-end prompt costs you either an agent's time or a customer's patience. We analyseanalyze how calls actually move through your IVR, then simplify routing, fix the leaks and cut the paths nobody should be walking.
Handle time work sits here too: clean call flows, sensible dispositions and workflows that don't make agents fight the system. Clients have seen handle time come down by up to 45 seconds once the flow matches how the conversation really goes.
We don't wait for problems. We continuously analyseanalyze your campaigns, IVRs and agent performance to find improvements before you even know they're needed, and you see every change in your daily reporting.
Five9 optimisation is the continuous tuning of your dial strategy, campaign settings, number reputation, answer machine detection and call flows so that more dials become conversations and more conversations convert. We work inside your existing Five9 domain, testing changes against the data rather than guessing, and we report the impact of every change we make.
Connect rate work combines number rotation, ANI management, call branding, spam-flag remediation and double-tap dialling. Outbound numbers accumulate reputation damage over time, so we rotate and manage your ANIs, remediate numbers flagged as spam, and use branded calling so customers see a name they recognise instead of an unknown number.
Yes, spam-flag remediation is a core part of our connect rate work. We identify which of your ANIs are being flagged, work through remediation, and put rotation and monitoring in place so reputation damage is caught early instead of quietly eroding your contact rate for months.
Clients have seen contact rates improve by up to 40%, abandonment fall by up to 35%, conversion improve by up to 25% and handle time drop by up to 45 seconds. Every operation starts from a different baseline, which is why we measure yours first and report progress against it rather than promising a fixed number.
In most cases we optimise what you already have. We start with an audit of your existing campaigns, IVRs and settings, fix the configuration debt that is holding performance back, and only recommend rebuild work where the current structure genuinely cannot support the strategy.
Most engagements kick off within 1-2 weeks of the initial conversation, and for urgent requirements we can often start sooner. Early wins usually come from the first review of dial strategy, number health and AMD settings.
The free health check scores the exact areas this service improves, campaigns, dialling, ANI, routing.
Let's talk about your contact rate, your number health and where the quick wins are. Not ready for a call? Ask us about our free Five9 Health Check, a 12-question self-assessment that scores your setup in about three minutes.
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