An In-Depth Look at Five9 Cold Calling Software

An In-Depth Look at Five9 Cold Calling Software


Cold calling remains a vital tactic for many sales and marketing teams. However, manual cold calling processes can be time-consuming and inefficient. Five9 aims to streamline this process through powerful call center software designed specifically for sales teams.

In this in-depth review, we’ll explore everything Five9 has to offer. We’ll break down key capabilities like call automation, tracking, and analytics. We’ll also examine pricing plans and real customer reviews. By the end, you’ll have a complete picture of how Five9 enhances sales effectiveness through sophisticated yet easy-to-use software.

The 6 Best Cold Calling Software for Generating More Sales Leads in 2024

Chief Features

As a leader in call center solutions, Five9 delivers robust features for intelligent call automation and management:

  • Predictive Dialing – The system automatically dials multiple leads simultaneously based on agents’ availability to maximize contact rates.
  • Call Scripting – Pre-written question/response templates keep calls compliant and on track. Customizable scripts target leads effectively.
  • Call Recording – Record, store, and retrieve any call for training, QA, or dispute resolution through an easy-to-search archive.
  • IVR Integration – Configure phone trees and interactive voice responses for self-service, surveys, scheduling etc. without involving agents.
  • Real-Time Reporting – Dashboards provide insights into metrics like talk time, disposition codes, agent performance, and more.
  • CRM Integration – Connect to platforms like Salesforce, Hubspot, Microsoft Dynamics for consolidated contact management.
  • Workforce Optimization – Tools like scheduling, skills-based routing, and call blending optimize agents’ time and productivity.

Leveraging this feature-rich functionality, sales teams boost efficiency while maintaining high service quality.

Predictive Dialing

Five9’s predictive dialing can significantly speed up outreach. It automatically calls multiple leads simultaneously based on real-time agent availability displayed on a dashboard. This allows each agent’s idle moments to be filled with calls.

The system carefully controls dial pacing and idle agents to ensure legal compliance. As callers pick up, their calls are routed to the first available agent. Unanswered calls are automatically retried based on configurable schedules.

This multiplier effect means agents handle far more calls daily without overtime – improving contact rates, talk time utilization, and overall team throughput. Managers gain transparency into real-time performance.

Call Scripting

Five9 supports pre-written question/response templates to guide sell-oriented calls. Standardizing dialogue keeps interactions compliant, consistent, and focused on objectives.

Admins easily customize question logic based on lead attributes or agent responses. Conditional questions skip irrelevant content for smoother conversations. The system can also integrate knowledge base articles for “hand-raising” to appropriate resources.

Scripts are fully configurable from the web interface without technical expertise. Teams ensure regulatory adherence and call quality while personalizing discussions for each lead’s unique situation. This balances structure with a natural sales approach.

Call Recording & Monitoring

Recording each call for training, quality control, and dispute resolution is critical but can be tedious without the right tools. Five9 simplifies this process.

The system automatically archives all calls searchable by date, agent, type and other filters. Managers easily review random samples or specific interactions from a web browser. They can also monitor live calls anonymously for real-time feedback.

With Five9, supervisors gain full visibility into agents’ performance. Teams benefit through transparent coaching, consistent processes, and documented proof protecting the business. Employees feel supported versus micro-managed as well.

Performance Dashboards

Five9 delivers real-time and historical reporting across dashboards, reports, and wallboards. Managers analyze key metrics to enhance productivity and service levels.

For example, gauges show stats like average handle time, occupancy, calls handled per hour and more – all broken down by date, time, agent, or campaign. Spot patterns revealing times of peak/slow activity as well as individual strengths and weaknesses.

The powerful analytics provide transparency to optimize staffing, technology, processes, and worker performance continually. Data drives informed planning and keeps teams focused on priorities.

Customers Reviews and Success Stories

Leading brands across industries rely on Five9 to boost results. Examining verified customer reviews reveals:

  • TRUECar – Increased sales 38% using Five9’s dashboard insights to refine call routing and agent support.
  • Credit Karma – Saved over $150K annually reducing average handle times from 6 to 3 minutes with scripting and self-service IVR.
  • Grubhub – Improved first call resolution from 65-85% through Five9 quality monitoring and coaching reports.

Common themes indicate significant time/cost savings, enhanced visibility, streamlined processes, and improved productivity, service and sales. Customers particularly appreciate scalability, support quality, and powerful analytics.

With an average rating over 4.5 stars on third-party review sites spanning over 7,500 verified reviews – Five9 clearly delivers strong ROI for diverse client needs. Their solution is a proven performer for sales as well as general contact center requirements.

Pricing and Implementation Support

Five9 offers competitive pricing appropriate for organizations of all sizes:

  • Essentials – $49/agent/month. Best for 1-3 agents with basic call center features.
  • Professional – $69/agent/month. For 4-10 agents and adds predictive dialing, advanced reporting.
  • Premier – Custom pricing. Tailored enterprise solution including business reviews, dedicated success manager.

Volume discounts are available and there are no long-term commitments, allowing flexible scalability. Additional monthly fees may apply for certain advanced integrations and customized configurations.

Five9 provides a streamlined setup process along with role-based training for admins, supervisors and agents. Their implementation team offers around-the-clock support throughout onboarding and post-launch fine-tuning as well.

Frequently Asked Questions

Here are answers to Five9’s most common questions:

Q: Does Five9 work with my phone system?
A: Yes, Five9 integrates with almost any phone system including Avaya, Cisco, Nortel, Mitel and more using SIP trunks.

Q: How long does it take to see results?
A: Most customers report improvements within the first 30-90 days as processes refine. Significant ROI is often achieved within the first 6 months of optimized utilization.

Q: What types of integrations are available?
A: Five9 connects with all major CRMs as well as Microsoft products, Zendesk, Marketo and other critical systems for joint call/data management.

Q: What quality of support can I expect?
A: Five9 is renowned for outstanding 24/7 support via phone, email and online ticketing. Dedicated representatives and rapid response times of less than an hour are the norm.

Q: Is the system intuitive for agents and managers?
A: Yes, Five9’s interface provides easy navigation of features with minimal training. Onboarding and resources make getting started quite simple and stress-free.

Five9’s Clear Advantages

To summarize, Five9 offers a compelling solution for any organization enhancing sales effectiveness through intelligent call automation:

  • Robust feature set supports full call center capabilities beyond simple cold calling alone.
  • Predictive dialing, scripts, IVR and other tools maximize productivity within legal guidelines.
  • Transparent dashboards and reporting shine light on opportunities to refine processes.
  • Intuitive interface means minimal learning curve and training costs.
  • Proven track record optimizing operations across diverse customer verticals.
  • Strength of over 25+ years of call center experience and leadership.
  • Competitive pricing, scalability and dedicated support lower total cost of ownership.

If your goals involve boosting throughput, service levels and sales conversions through sophisticated distribution and lifecycle management – Five9 may be an ideal choice. Their free trial allows exploring the feature-rich platform risk-free as well.

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