Services & Packages

Everything Your Contact CentreContact Center Needs to Perform

From strategy advisory to fully managed diallerdialer operations, we cover every aspect of contact centrecontact center performance. Choose the package that fits your needs.

What We Do For Clients

Four Pillars of Contact CentreContact Center Excellence

Pillar 1

Strategy & OptimisationOptimization

We design and continuously refine your outbound strategy, ensuring every dial counts. From connect rate improvement to IVR optimisationoptimization, we find the gains others miss.

Outbound diallingdialing strategy design and A/B testing
Connect rate improvement (number rotation, call branding, double-tap, ANI management)
Speed-to-lead analysis and data list penetration
IVR and call flow optimisationoptimization
Best practice scripting guidance

Typical Outcomes

+40%
Contact Rate
-35%
Abandonment
+25%
Conversion
-45s
Handle Time

Five9 Expertise

As a Five9 Certified Implementation Partner, we don't just know the platform, we master it. Every configuration is built to production standard.

Pillar 2

Setup & Configuration

We build, audit, and optimiseoptimize your Five9 environment from the ground up. Whether you're starting fresh or fixing years of accumulated configuration debt, we get it right.

Five9 VCC builds, audits and healthchecks
Campaign implementation and waterfall strategies
Complex IVR configurations with custom logic
Agent skill, profile and schedule management
Answer machine detection tuning
Pillar 3

Integrations & Development

We connect Five9 to the rest of your tech stack. Custom integrations that work reliably, handle edge cases, and scale with your business.

Custom Salesforce integrations (API, LSP, connectors, data sync)
Custom Microsoft Dynamics integrations
CRM integration (Zendesk, HubSpot, Go High Level)
Workflow automation (WFA) and custom API development
Omnichannel setup (WhatsApp, SMS, chat, email)

Supported Platforms

Salesforce Microsoft Dynamics Zendesk HubSpot Go High Level WhatsApp SMS Email

Your Engagement Rhythm

DAILYEnd-of-day performance reports
WEEKLYTechnical calls and performance reviews
MONTHLYStrategic reviews and roadmap planning
QUARTERLYBusiness alignment and objective setting
Pillar 4

Managed Services & MI

We become an extension of your team. Real-time diallerdialer management, performance reporting, and proactive alerting, all tailored to your operation.

In-day real-time diallerdialer and agent productivity management
Daily, weekly and monthly performance reporting packs
Power BI dashboards tailored to your operation
Agent productivity analysis, leaderboards and 1-2-1 data packs
Schedule adherence tracking and proactive alerting
Packages

Flexible Packages, Tailored to You

Every contact centrecontact center is at a different stage. Whether you need strategic guidance, hands-on partnership, or a fully managed operation, we have a package built for where you are right now.

Lite

Strategic Advisory

Expert guidance without the overhead. Perfect for teams that have the internal muscle but need a strategic partner to sharpen performance, coach managers, and keep campaigns on track.

Weekly performance reviews & strategy sessions
Custom reporting & KPI dashboards
DiallerDialer management training
Outbound campaign planning & optimisationoptimization
Five9 platform training for your team
Chat support with guaranteed SLA
Dedicated client pod, no generic queues
Ideal for: Teams scaling outbound who need expert strategy and accountability without full-time hires.
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Most Popular

Core

Hands-On Partnership

Your extended team, embedded in your operation. We don't just advise, we build campaigns, configure your VCC, and monitor performance daily so nothing slips through the cracks.

Everything in Lite, plus:
Daily performance monitoring & intervention
Weekly hands-on technical calls
Full VCC audits & health checks
Campaign builds & VCC configuration
IVR optimisationIVR optimization & call flow design
Dedicated Five9 training programme
ALP Reporting Pack included
Ideal for: Growing operations that need a partner who gets their hands dirty, building, configuring, and optimisingoptimizing alongside your team.
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Managed

Hypercare Support

Total peace of mind. We run your diallerdialer operation as if it were our own, hourly monitoring, proactive intervention, and full platform management so your leadership team can focus on growth.

Everything in Core, plus:
Hourly performance monitoring & rapid response
Fully managed diallerdialer operations
Dedicated support resource assigned to your account
Salesforce & third-party integration support
ALP Realtime & Reporting Pack
RTM plugin & missed opportunity auto-loader
Five9 Integrated Applet access
Ideal for: Enterprise operations and high-volume campaigns where downtime isn't an option and every percentage point matters.
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All packages include blended hours that flex between consultation, configuration, and real-time monitoring based on your business needs. Let's find the right fit together.

Not Sure Which Package is Right?

Every contact centrecontact center is different. Let's have a no-commitment conversation about where you are and where you want to be.

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