Five9

Five9 is a massive, publicly-traded titan in the CCaaS (Contact Center as a Service) industry. It is generally not used by a small real estate office with three agents; it is deployed by massive enterprise call centers (think massive airline ticketing centers or global collection agencies) running hundreds or thousands of agents simultaneously. Its dialing engine is legendary for its algorithmic complexity. It features a "Predictive Dialer" that uses advanced mathematics to predict exactly when an agent will finish their current call, and starts dialing the next customer's phone number before the agent even hangs up. It factors in the average ring time, the percentage of calls that go to voicemail, and the agent's historical wrap-up time to ensure the agent never sits idle for more than a single second. It is heavily intertwined with AI and massive CRM ecosystems. If a customer answers the phone, Five9 instantly pops the customer's Salesforce record onto the agent's screen before they even say hello. It can also utilize AI voice bots to pre-screen the call, verifying the customer's account number before finally connecting them to a human agent.