Most contact centers we audit 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 optimization is the continuous, data-led tuning of everything between your lead list and a live conversation: dialing mode and pacing, campaign structure, number reputation, answer machine detection, IVR routing and agent workflows. It is a discipline, not a one-off settings review.
We design your outbound strategy, then refine it continuously as the results come in. Because we ran contact centers before we consulted on them, we know which levers actually move the numbers and which ones just look busy.
You see the impact of every change 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-dialing 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", very little else you do matters. Number reputation is the silent killer of outbound performance, and it can slip quietly enough that most operations don't notice until contact rates have already collapsed.
Outbound numbers live or die on their dialing behavior. We manage your ANI pool deliberately: sizing it so no single number carries suspicious volume, resting numbers before reputation damage sets in, matching local presence where it genuinely helps, and remediating or retiring numbers the carriers have stopped trusting.
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.
On supported carriers and handsets, 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 can turn a cold dial into a recognized caller.
A second dial moments after a missed first attempt often reads as a genuine caller rather than a robocall, and it can lift answer rates on the lists where it's deployed, though it needs careful pacing because carrier analytics can score rapid repeat attempts as spam behavior. 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.
Speed to lead is the same problem in reverse: 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 analyze 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 to surface. We review your campaigns, IVRs and agent performance continuously, and every change we make shows up in your daily reporting.
Five9 optimization 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 dialing. Outbound numbers are scored continuously on dialing behavior, so we size and manage your ANI pool to keep volume per number sensible, remediate numbers flagged as spam, and use branded calling so customers on supported carriers see a name they recognize 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 optimize 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, dialing, ANI and 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 17-question self-assessment that scores your setup in about three minutes.
Book a Consultation