Five9 Predictive Dialer Reviews

10 Ratings
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Score 8.5 out of 101

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Score 8 out of 10
Vetted Review
Verified User
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We used the Five9 Predictive dialer for our outbound sales call centers. The business problem this addressed for us was to quickly contact, qualify, and communicate with hundreds of thousands of customer inquiries per year.
  • Salesforce integration. We leveraged Five9's Salesforce integration to log all call activity into Salesforce as Tasks. This allowed us to be able to report on our sales team's activities to know who our team interacted with.
  • Inbound IVR. We had a very complex use case for inbound call routing, so we leveraged Five9's IVR to determine where a call should be routed, to an agent directly? To the general queue? etc.
  • Automation for dialing cadences. We had a very aggressive and complex dialing cadence that, in our research and evaluation of other dialers, only Five9 could handle. It was consistent and reliable, which gave us the confidence that we could execute our exact dialing strategy/cadence with every lead.
  • Tying call records to Salesforce records. This was a drawback for us when we integrated Five9 with Salesforce was that the default integration did not allow us to access call recordings directly in Salesforce.
  • Five9 doesn't have a way to count up the total number of dials a given phone number has been dialed across all lists. For example, if a lead belonged to both our West Coast list and part of our "Special Promotion" list, that phone number had 2 separate dial counts which were very inconvenient to cap the total number of calls to a particular phone number and to report on such a metric.
  • The admin panel is a desktop Java application that feels really old and outdated.
Very well suited dialer for high volume outbound call centers. Probably less suited for organizations with no full-time technical resources to manage the dialer.
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Sean Conyette profile photo
Score 8 out of 10
Vetted Review
Verified User
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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.
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Alora Valadez profile photo
Score 8 out of 10
Vetted Review
Verified User
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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.
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Five9 Predictive Dialer Scorecard Summary

Feature Scorecard Summary

Contact preview (2)
Dialer-CRM integration (2)
Call notes & tags (3)
Automatic call logging (3)
Outbound dialing (3)
Inbound routing (2)
Custom caller ID (3)
Click-to-call (3)
Recorded voicemail drop (2)
Dialer contact import (3)
Campaign & list management (3)
Follow-up calls (2)
Dialer reporting & analytics (3)
Dialer compliance (3)

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