Rated 5.0 by 50+ B2B clients
Five9 is enterprise software, and enterprise software fails in enterprise ways when it’s half-implemented. The usual story: a rushed deployment got calls flowing, agents were trained once, and three years later nobody on staff fully understands the IVR scripts.
A good Five9 build treats the platform as the operating system for the contact center, not a phone system with extras. Routing reflects the current team. Campaigns are monitored against compliance thresholds rather than assumed to be fine. The Salesforce integration is bidirectional and tested on transfers. And the reports are good enough that coaching and staffing decisions come straight out of them.
Most Five9 problems aren’t licensing problems, they’re configuration problems. We build the platform against your operating model and wire it into the systems your team already works in Salesforce, Zendesk, ServiceNow, and your reporting stack so agents work one screen and supervisors get numbers they believe. Below is exactly what ships.
Domain setup, users, permissions, skills, and campaigns designed from your operating model, deployed in phases with parallel testing. Go-live becomes a scheduled event rather than a leap of faith, with a rollback path defined before cutover.
Scripts built from your actual call drivers, not a generic menu tree, with data dips that pull caller context before the agent answers. Where the volume justifies it, we configure intelligent virtual agents to resolve routine requests end to end.
Skills matrices, priority rules, and queue structures that reflect how your team resolves calls today plus a written maintenance plan, because skills drift is the single most common reason routing quality decays after launch.
Predictive, progressive, and preview campaigns with pacing, time-zone rules, DNC handling, and abandonment-rate monitoring configured against TCPA requirements. Outbound is where misconfiguration turns into legal exposure, so we treat it that way from the first campaign.
Screen pops, automatic interaction logging, disposition write-back, and click-to-dial, tested across transfers, conferences, and callbacks the edge cases where CTI integrations usually break. See our Salesforce call center integration work for how we approach it.
Zendesk and ServiceNow connected for support operations, with case creation, routing, and write-back mapped to your existing process. If you're running Service Cloud, we handle the Sales and Service Cloud side too.
Queue callbacks, voicemail workflows, and after-hours flows that turn missed contacts into scheduled follow-ups in the CRM instead of silent abandonment. High-priority queue events alert to Slack.
Dashboards and scheduled reports mapped to your SLAs and cost metrics, plus WFM configuration for forecasting and adherence where licensed. For warehouse-level reporting we pipe Five9 data out through Coupler.
Role-based training for agents, supervisors, and admins, recorded for future onboarding. Then quarterly routing reviews, campaign tuning, and support as the operation changes shape.
A documented Five9 instance your own admins can run routing that matches the current team, campaigns monitored against compliance thresholds, and reporting your supervisors staff from.
We provide end-to-end Five9 consulting, implementation, and optimization for cloud contact centers. Every engagement is built around the same question: what has to be true for this operation to hit its numbers, and what in the platform has to be configured to make it true.
Full domain build: skills, queues, campaigns, users, permissions, IVR scripts, and reporting, deployed in phases against a written blueprint you approve before anything is configured.
CTI configured and tested for Salesforce, Zendesk, or ServiceNow screen pops, auto-logging, dispositions, and click-to-dial that survive transfers and callbacks. Our Five9 Salesforce integration guide covers the technical detail.
Coming off Genesys, Avaya, NICE, or an on-premise PBX or stuck with a Five9 instance that launched badly. We audit, rebuild routing and IVR logic, port numbers, and stage the cutover by team with a rollback plan.
Campaign strategy, list hygiene, pacing configuration, and abandonment monitoring, with the compliance controls documented so your team knows what they’re operating and why the thresholds are where they are.
Recording, scorecards, call libraries, and adherence reporting configured so supervisors coach from evidence. Where WFM is licensed, forecasting and schedule adherence get built alongside it.
Campaign changes, routing updates after team changes, integration maintenance, and a quarterly review against live data. Documented so your admins own the day-to-day and call us for the structural work.
We connect Five9 to the CRM and helpdesk so every interaction becomes structured operational data routed, logged, measured, and attributable to a customer record.
Once Five9 is wired into your CRM, a contact stops being a call and becomes a record with a customer, an outcome, a duration, and a cost. Below are the patterns we build most often across Salesforce, Zendesk, and ServiceNow environments.
Caller identified before the agent answers, with account, case history, and open orders on screen. Agents resolve instead of retype. This is where most of the handle-time reduction in a Five9 project actually comes from.
Routing decisions driven by CRM fields account tier, open case severity, assigned owner, language, entitlement so the right agent gets the call rather than the next available one.
4. Compliant Outbound Campaigns at Volume Predictive and progressive campaigns fed from CRM segments, paced against abandonment thresholds, with DNC and time-zone rules enforced and results written back to the record. List hygiene is part of the build, not a later cleanup.
IVR and virtual agents resolving routine requests balance, status, appointment confirmation and handing everything else to a human with context attached. Pairs with how we handle case management in Salesforce, including email-to-case volume.
Rather than holding customers through a spike, queue callbacks capture the contact and schedule the return, which cuts abandonment without adding headcount.
Five9 interaction data joined to CRM outcomes gives you cost per resolved contact by queue, SLA attainment by skill, and outbound connect-to-conversion rate. That's the reporting that settles staffing arguments.
A contact center platform is only as useful as the systems it’s connected to. See the wider list on our integrations page.
A 5-step timeline with outputs
Output: call driver analysis, volume and staffing baseline, campaign list review, skills inventory, compliance requirements, CRM readiness
Output: written blueprint IVR scripts, skills architecture, campaign configs, CTI mapping, report definitions approved by you before anything is built
Output: configured domain, scripts and campaigns live, CRM connected, tested against real scenarios including transfers, callbacks, and failure modes
Output: role-based training for agents, supervisors, and admins, recorded sessions, and admin runbook documentation
Output: hypercare window, routing and pacing tuned against live data, KPI baseline set, quarterly review cadence agreed
See how contact centers changed their handle times, connect rates, and SLA attainment after a properly built Five9 deployment.
Practice Manager
PYIP Bookkeeping
Jon Coley
On Guard Pest
Josh Fox
Bottom Line Savings
An underbuilt contact center leaks money in ways that never appear as a single line item: longer calls, burned lists, missed callbacks, churned customers. In one session we’ll find the leakage and show you what closing it is worth.
Our Five9 and CCaaS work supports operations where call quality and compliance move real money regulated financial services conversations, client service desks, and high-volume booking and dispatch lines.
Watch how operations changed their routing, dialer performance, and CRM visibility after rebuilding on Five9.
AXIS Consulting was exactly what our organization needed. Their expertise with Asana, Jotform, and Zapier helped us eliminate repetitive tasks and improve collaboration across departments. The entire process was professional, efficient, and tailored to our goals. We continue to benefit from the systems they built for us.
Finding a partner who truly understands business automation is not easy, but AXIS Consulting exceeded our expectations. They integrated HubSpot, Calendly, and Aircall to create a seamless experience for our team and our clients.
AXIS Consulting helped us streamline our sales and operations by connecting Pipedrive, PandaDoc, and Zapier into one efficient workflow. The manual work our team was doing every day is now automated.
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A Five9 consultant designs and builds your contact center inside the platform: IVR scripts, skills-based routing, dialer campaigns, CRM integration, compliance controls, and reporting then trains your team to run it. Five9 exposes thousands of settings. The job is making them add up to an operation that hits its numbers.
Typical implementations run 6 to 12 weeks depending on queue count, dialer complexity, and integration depth. Rescue engagements on an existing instance are often faster, because licensing and number porting are already done.
Five9 fits operations where the contact center is a core function usually 20+ agents, meaningful outbound volume, or strict SLA and compliance requirements. Below that, Talkdesk's lower tiers, Aircall, or JustCall are usually better economics, and we implement those too. We'll tell you which one you actually need before you buy seats.
Yes. We rebuild routing and IVR logic in Five9, manage number porting, map historical metrics so reporting stays continuous, and stage the cutover team by team with a rollback plan. Parallel running is part of the plan, not something we bolt on when it goes wrong.
Five9 provides the controls - pacing modes, abandonment-rate management, time-zone and DNC handling - but compliance depends on how campaigns are configured and operated. We configure those controls against current TCPA requirements and train your team on them. Your counsel should always review your specific outreach practices.
Through the Salesforce adapter: screen pop on inbound, click-to-dial from any record, automatic interaction logging, and disposition write-back to the case or opportunity. The configuration work that matters is the edge cases - transfers, conferences, and callbacks, where logging tends to drop records.
Zendesk, ServiceNow, Microsoft Teams, Oracle, and others through prebuilt adapters, plus REST APIs for custom work. The CRM adapter configuration is where most of the agent-experience gain lives; everything else is convenience.
Five9 sells tiered per-seat packages, with digital channels, workforce optimization, and AI capabilities on higher tiers. We scope the edition during discovery so you license what the operation will actually use rather than the full menu.
Set the baseline before go-live: cost per contact, average handle time, abandonment rate, outbound connect rate, and SLA attainment. We build the reporting during implementation, so every improvement is measured against real pre-launch numbers instead of remembered ones.
Yes. Role-based training is included - agents on handling and dispositions, supervisors on monitoring and reporting, admins on campaign and script management, all documented and recorded. Most operations then keep us on for campaign changes, routing updates after team changes, and quarterly optimization reviews.
Our clients don’t just see improvements; they experience transformation. From reducing manual work by 80% to doubling revenue velocity, the impact is tangible and lasting.
First 12 Months
Per Team / Month
Sales Velocity
Real-time Reporting
