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Five9 Predictive Dialer is a sales dialer software solution offered by Five9.Five9 OB Dialer experienceWe utilize a blended strategy, and the Predictive Dialer is used to provide productivity gain when IB call volume hits its valleys. As 60% - 65% of our traffic is IB, it addresses problems with the agents' time by reducing idle time and providing an income stream that did not exist prior to implementing the dialer. We phase our dialer based on predicted call volume lows.,Setup and execution are critical in ensuring there is adequate capacity to offer a transparent customer experience when the dialer is calling a top lead or customer. This provides us with high productivity and occupancy rates for our agents. Increased revenue in traditionally IB access channel volume. Excellent management of OB campaigns with supported reporting to make educated decisions in ramping up and down As Five9 provides this as part of its contact software the user experience is seamless for our agents,Recent improvements have addressed any challenges we experienced in the past. We also utilize the Power Dialer mode for some campaigns where our lead ratio is greater than the agent ratio. The options provided (Predictive, Power, Progressive, and Preview) allow us to experiment based on OB campaign performance and customer demographic.,8,No negative comments - The revenue gains have offset expenses and allowed for us to stay adequately staffed throughout the year to manage our high IB volume periods. Considerably lowered forced attrition costs Boosted agent performance, bonus and morale,NICE inContact CXone,Salesforce App Cloud, Invoca, InfusionsoftGreat dialing program to increase productivityMy department used Five9 Predictive Dialing for making calls to potential donors. This really helps our department go through more calls, less down time, and increase dials and productivity.,It dials more records in less times. It eliminates the no answers, so it allows are callers to spend better use of their time than sitting around listening to ringing or dead air.,Sometimes, the dialer doesn't allow the record to ring long enough or doesn't send the call to the caller fast enough. Also, it can be difficult at times for the dialer to detect the voicemails or fax machines.,8,The positive impact is that we can get through more calls which makes it easier to meet deadlines and move on to other work. The negative impact is that is can increase complaints due to no answers or delayed answering.
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Five9 Predictive Dialer
9 Ratings
Score 8.8 out of 101
TRScore

Five9 Predictive Dialer Reviews

Five9 Predictive Dialer
9 Ratings
Score 8.8 out of 101
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Sean Conyette profile photo
August 31, 2018

Five9 Predictive Dialer Review: "Five9 OB Dialer experience"

Score 8 out of 10
Vetted Review
Verified User
Review Source
We utilize a blended strategy, and the Predictive Dialer is used to provide productivity gain when IB call volume hits its valleys. As 60% - 65% of our traffic is IB, it addresses problems with the agents' time by reducing idle time and providing an income stream that did not exist prior to implementing the dialer. We phase our dialer based on predicted call volume lows.
  • Setup and execution are critical in ensuring there is adequate capacity to offer a transparent customer experience when the dialer is calling a top lead or customer. This provides us with high productivity and occupancy rates for our agents.
  • Increased revenue in traditionally IB access channel volume.
  • Excellent management of OB campaigns with supported reporting to make educated decisions in ramping up and down
  • As Five9 provides this as part of its contact software the user experience is seamless for our agents
  • Recent improvements have addressed any challenges we experienced in the past. We also utilize the Power Dialer mode for some campaigns where our lead ratio is greater than the agent ratio.
  • The options provided (Predictive, Power, Progressive, and Preview) allow us to experiment based on OB campaign performance and customer demographic.
Most of today's contact centers have multiple access channel streams to manage. The only scenarios where this product wouldn't be suited would be environments where the IB is the only direction. I have worked in multiple contact center environments, and most utilize a blended strategy to stay competitive, and to stave off forced turnover due to low productivity periods, etc.
Read Sean Conyette's full review
Alora Valadez profile photo
March 23, 2018

Five9 Predictive Dialer Review: "Great dialing program to increase productivity"

Score 8 out of 10
Vetted Review
Verified User
Review Source
My department used Five9 Predictive Dialing for making calls to potential donors. This really helps our department go through more calls, less down time, and increase dials and productivity.
  • It dials more records in less times. It eliminates the no answers, so it allows are callers to spend better use of their time than sitting around listening to ringing or dead air.
  • Sometimes, the dialer doesn't allow the record to ring long enough or doesn't send the call to the caller fast enough.
  • Also, it can be difficult at times for the dialer to detect the voicemails or fax machines.
It's great for when you need to increase productivity and increase dials.

It needs work when dropping unnecessary calls. On more sensitive records, it is better to set it up as manual.
Read Alora Valadez's full review

Five9 Predictive Dialer Scorecard Summary

Feature Scorecard Summary

Contact preview (1)
9
Dialer-CRM integration (1)
9
Call notes & tags (2)
9.5
Automatic call logging (2)
9.5
Outbound dialing (2)
9.0
Inbound routing (1)
10
Custom caller ID (2)
9.5
Click-to-call (2)
9.0
Recorded voicemail drop (1)
8
Dialer contact import (2)
9.0
Campaign & list management (2)
9.5
Follow-up calls (1)
9
Dialer reporting & analytics (2)
9.5
Dialer compliance (2)
9.5

About Five9 Predictive Dialer

Five9 Predictive Dialer is a sales dialer software solution offered by Five9.

Five9 Predictive Dialer Technical Details

Operating Systems: Unspecified
Mobile Application:No