A Great, High Volume Outbound Dialer
Anonymous | TrustRadius Reviewer
November 12, 2019

A Great, High Volume Outbound Dialer

Score 8 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Five9 Predictive Dialer

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  • The admin panel is a desktop Java application that feels really old and outdated.
  • We did see higher contact rates by implementing Five9. In total, we saw our contact rates increase by 50% within the first few months.
We felt that Five9 was superior to Genesys PureCloud because of Five9's ability to better manage outbound dialing campaigns. Genesys PureCloud required automation rules to reset/refresh the list position which meant that it was impossible to keep up with our aggressive dialing cadence.
The team was always responsive and would quickly offer live call support within 24 hours.

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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.