Five9 VCC

This guide provides a comprehensive walkthrough of how the Five9 Intelligent CX Platform integrates with Campaign Manager to deliver a compliance-first, multichannel outbound solution. It helps businesses orchestrate advanced outbound campaigns using voice and SMS while maintaining regulatory compliance and maximizing customer engagement.

Key benefits

1. Integrated Outreach Platform: Combines the capabilities of the Five9 and Campaign Manager to streamline, coordinate, and optimize outbound communication efforts.

2. Regulatory Compliance: Ensures adherence to complex federal and state regulations including TCPA, FDCPA (Regulation F), PEWC, and CPT requirements, maintaining lawful engagement practices.

3. Right-Party Contact Optimization: Maximizes connection rates by scheduling outbound interactions based on time-of-day and day-of-week analytics to align with when recipients are most likely to respond.

4. Multi-Channel Flexibility: Enables dynamic selection and sequencing of communication channels such as phone, email, and SMS to match user preferences and maximize engagement impact.

5. Real-Time Campaign Optimization: Continuously adjusts outreach strategies based on real-time feedback and performance data to improve efficiency and outcomes over time.

6. Universal Opt-Out Handling: Centralized management of opt-out requests across all channels.  

Architecture overview

Campaign Manager communicates with Five9 VCC using APIs. Campaign Manager uses Webhook to receive the call disposition events from Five9 VCC.

Five9 Intelligent CX Platform (VCC): Five9 handles call-list contact uploads from Campaign Manager, dialing, call control, campaign-to-agent automatic call distribution (ACD) routing, and disposition handling. Call analysis and call log data are generated and owned by Five9. Five9 delivers the agent, supervisor, and admin experiences for both inbound and outbound campaigns.

Campaign Manager: Campaign Manager manages campaign logic and orchestration, contact segmentation and selection, and uploads contacts into Five9. It also handles exclusion data such as do not call (DNC) lists, calling party type (CPT) data, and Prior Express Written Consent (PEWC) data. Campaign Manager includes compliance checks, an attempts tracker, and provides real-time campaign statistics for improved visibility.
Campaign Manager real-time campaign statistics show how outbound campaigns are performing, including connect rates, outcomes, number of attempts, and penetration rates.

API layer: The API layer facilitates secure data exchange between Five9 platforms. Five9 provides APIs for Campaign Manager to sync data and to upload contacts. The agent Campaign Manager exposes APIs in a similar way.

Events: Five9 delivers disposition and other voice interaction events through the Event Subscription Service. Campaign Manager uses these events to manage outcomes and determine redial strategies.