- 01
Consent and suppression state is the artefact most often lost in outbound migrations
- 02
Validate adapter behaviour on abandoned and transferred contacts before cutover
- 03
Port number blocks in waves, each with its own tested rollback
Estate discovery and campaign inventory
Beyond DIDs and queues, inventory every outbound campaign, dialer mode, list source, consent flag and suppression rule. Outbound estates carry more regulatory surface than inbound ones, and consent state is the artefact most often lost in migration.
IVA and inbound flow design
Design the Five9 IVA around observed intents with a hard escalation path per branch. Set a containment target and an escalation-quality target per intent before build, so tuning after go-live has a reference point rather than an opinion.
CRM integration and agent desktop
Salesforce, ServiceNow or Dynamics adapter configuration, screen pop, click-to-dial, disposition write-back and activity logging. Confirm what the adapter writes on abandoned and transferred contacts — those two paths generate most of the reporting discrepancies discovered after cutover.
Telephony cutover and compliance validation
Port number blocks in waves with rollback per wave. For outbound, validate time-of-day windows, frequency caps, consent and suppression enforcement in a controlled pilot before scaling — regulatory defects found in production are expensive in a way inbound defects are not.
Agent enablement and hypercare
Sandbox access, shadow shifts, a one-page disposition map and daily AHT tracking by cohort for the first fortnight. Two weeks of hypercare with a defect board, then a formal run-state handover.
Post-migration AI rollout
After the estate is stable, layer voice AI on the highest-volume bounded intents, agent assist on the queues with the widest AHT variance, and automated QA across all interactions. Sequencing AI after cutover keeps the migration risk and the automation risk separable.
- Consent and suppression state is the artefact most often lost in outbound migrations
- Validate adapter behaviour on abandoned and transferred contacts before cutover
- Port number blocks in waves, each with its own tested rollback
- Roll out AI after the estate is stable so migration and automation risk stay separable
Questions leaders ask us
- How long does a Five9 migration take?
- Inbound-only estates with light integration typically run 6–10 weeks. Adding outbound campaigns, dialer compliance validation and CRM write-back usually extends the program to 3–5 months.
- What is different about migrating outbound campaigns?
- Consent flags, suppression lists, frequency caps and time-of-day rules must migrate with the campaign and be validated in a controlled pilot. Inbound defects cost quality; outbound defects cost regulatory exposure.
- Should AI go live with the migration or after?
- After. Keeping cutover and automation in separate waves means a containment or assist problem is never confused with a routing or telephony problem during hypercare.