We run your Five9 operation as if it were our own: real-time dialer management, hourly monitoring, proactive intervention and reporting your leadership team will actually use.
Five9 managed services means we take on the day-to-day running of your dialer: campaign management, list loading, pacing decisions, configuration changes, agent skills and schedules, monitoring and reporting. Your team sells and serves; we make sure the platform is working as hard as they are.
This is not a ticket queue. Every client is assigned a dedicated pod: an account lead, a tech specialist, a data & MI analyst and a real-time analyst who know your agents by name and your campaigns inside out.
And because we built our company on outbound operations before we consulted on them, we hold ourselves to an operator's standard: we measure ourselves on your results, not hours logged or tickets closed.
A dialer left alone drifts. Lists run dry mid-morning, pacing outruns staffing, abandonment creeps towards the limit, and by the time the end-of-day report lands, the day is already lost. Our real-time analysts manage your operation in the day, while it can still be fixed.
On our Managed package that means hourly monitoring with rapid response: hypercare, with proactive intervention the moment performance drifts. It is backed by our RTM (real-time monitoring) plugin and a missed opportunity auto-loader so callbacks and abandoned records go back into the dial on a compliant redial schedule.
Hourly monitoring, proactive intervention and full platform management, so your leadership team can focus on growth instead of babysitting the dialer. An hour of drift is an hour of contacts you never get back.
Five9 holds the data; the hard part is turning it into decisions. We build the reporting layer your operation runs on, from end-of-day packs to Power BI dashboards, so nobody is exporting CSVs at 6pm to work out what happened.
Daily, weekly and monthly packs built around your KPIs (contact rate, conversion, abandonment, occupancy), delivered on a rhythm your leadership team can set their watch by.
Dashboards built around your operation, where directors, ops managers and team leaders each get a live view of the numbers they own.
Agent productivity analysis, leaderboards and 1-2-1 data packs, plus schedule adherence tracking, so your team leaders coach from evidence, not anecdote.
When a number drifts out of tolerance, we know before you do. Alerting is wired to the metrics that matter, and every alert comes with a human who acts on it.
It's one of the most common calls we get. One person held the keys to the dialer, and now they're gone, along with the passwords, the tribal knowledge and the reasons behind every setting. Performance starts slipping the same week.
Most engagements kick off within 1-2 weeks, and for urgent gaps we can often start sooner. We audit what's there, document it, and keep the operation running while we do.
A pod of specialists instead of a single hire. No more key-person risk: holidays, sickness and resignations stop being operational emergencies.
Every campaign, setting and change is documented as we go. Your Five9 domain stays yours, understandable and auditable, never a black box again.
Most operations do not need a full-time administrator; they need the right hours from people who do this all day. Three named shapes, priced to your scope, all delivered by the same dedicated pod.
A fractional Five9 administrator on a defined weekly allocation. Change requests through a managed queue, campaign and user administration, disposition and list housekeeping, and documentation kept current. The right shape when the platform mostly runs but nobody owns it.
Everything in Admin Cover plus in-day operation: pacing watched and adjusted against live abandon and occupancy numbers, lists loaded and prioritized, fresh-lead speed protected, and an end-of-day summary of what changed and why. For outbound floors where the dialer is the revenue engine.
The complete service: strategy, real-time management, reporting packs and MI, hourly monitoring with proactive alerting, and quarterly performance reviews. Your Five9 operation run like it is our own, because operationally it is.
Every engagement is priced from scope: agent count, campaign complexity and hours of cover. Tell us your shape and we will quote it straight.
A named Five9 specialist working a defined slice of the week on your domain instead of a full-time hire: change requests, campaign and user administration, housekeeping and documentation. You get senior platform knowledge without a full salary, and bench cover behind the named person, so holidays and resignations never strand the platform. It is the modern answer to the part-time dialer manager problem.
From scope, not a rate card: agent count, number of campaigns, integration complexity and the hours of cover you actually need. Admin Cover engagements start small; Dialer Desk and Full Managed Operation scale with the floor. Tell us the shape of your operation and we will quote it straight, usually inside two working days, with what is included written down.
Our managed service covers in-day real-time dialer and agent productivity management, campaign builds and VCC configuration, daily, weekly and monthly reporting packs, Power BI dashboards, and proactive alerting, with hourly performance monitoring and rapid response on our Managed package. In short: everything a strong in-house dialer team would do, delivered by a dedicated pod of Five9 specialists.
Yes. Whether your dialer manager has just resigned or you have decided not to hire one, we take on the full role: running campaigns in-day, managing lists and pacing, making configuration changes and reporting on performance. You also get bench depth a single hire cannot offer, so cover never depends on one person's holidays, sickness or notice period.
Most engagements kick off within 1-2 weeks of the initial conversation, and for urgent requirements, such as a dialer manager leaving with little notice, we can often start sooner. We begin with an audit of your current setup so nothing gets lost in the handover.
On our Managed package your operation is monitored hourly, with rapid response and proactive intervention when performance drifts. On Core, we monitor performance daily and intervene as needed. Either way, we act on what we see: we adjust pacing, lists and campaign settings in-day.
You get end-of-day performance reports daily, technical calls and performance reviews weekly, strategic reviews monthly and business alignment sessions quarterly. On top of the packs, we build Power BI dashboards tailored to your operation, plus agent productivity analysis, leaderboards and 1-2-1 data packs for your team leaders.
Yes. It stays your Five9 domain, your data and your commercial relationship with Five9. We operate inside it as your administrators, and every change we make is visible to you. If you ever bring administration back in-house, you keep a documented, clean configuration rather than a black box.
A free scored baseline of your operation, reviewed by the consultants who would run it.
Tell us how your operation runs today and we'll tell you honestly whether managed services would pay for itself. Not ready for a call? Ask us about our free Five9 Health Check, a 17-question self-assessment that scores your setup in about three minutes.
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