Blueprint and governance
Campaign types, dialling modes, calling windows, do-not-call handling and disposition codes are agreed with operations and compliance before any list is loaded.
Platform implementation
Five9
We implement Five9 for contact centres that run heavy outbound work as well as inbound, with dialler campaigns, IVR scripts and CRM adapters configured around your calling rules.
Five9's strength is combining inbound queues and outbound campaigns on one platform, with predictive, progressive and preview dialling. In the region, outbound calling has to respect each country's telemarketing rules, permitted calling hours and consent, so campaign settings are designed with compliance before launch. We also confirm with Five9 where your data and media would be hosted, and how local numbers are provided, before contracts are signed.
We build campaigns, lists and dispositions, then IVR scripts in Five9's visual designer for self-service and routing. The agent desktop is embedded in your CRM through Five9's adapters for Salesforce, Microsoft Dynamics, ServiceNow or Zendesk, so screen pops and call logging happen without switching applications. Reports and supervisor views are set up campaign by campaign.
Five9 and related product names may be trademarks of their respective owners.
How we implement Five9
Design, build, integration and run-state support, with each decision recorded for your steering committee.
Outbound campaign design
Predictive, progressive and preview campaigns with list rules, retry limits and calling windows per country, and do-not-call lists applied automatically.
Intelligent Virtual Agent
Five9 IVA flows for common self-service tasks, tested in each supported language before they take live callers.
Quality and workforce optimisation
Recording, quality evaluation and scheduling through Five9's workforce engagement tools, with evaluation forms built from your service standards.
Hypercare and managed support
After each update Five9 makes to its cloud platform, on its own schedule, we read the release notes, retest IVR scripts and CRM adapters after each update, and monitor connect rates, abandoned calls and list penetration.
Signs Five9 matches your operation
Five9 fits sales, collections and outreach teams where outbound volume matters as much as inbound service, particularly those already running Salesforce or another CRM with a Five9 adapter.
- Campaign rules and calling windows agreed with compliance
- Clean contact lists with consent status recorded
- A CRM with a supported Five9 adapter
- Confirmed hosting and local number arrangements for each country
Plan Five9 with Hosn Al Tomoh
Share your current systems, compliance themes and integration map. We will return a phased plan, a risk register and a governance model for your stakeholders to review.