Five9 implementation, migration and managed services.
IVA self-service, inbound routing, blended outbound dialing with compliance controls, agent assist and CRM integration — implemented in waves with parallel run so no customer-facing minute is lost.
Figures come from the named pronix.ai contact center programs linked in the proof section below.
Common Five9 program problems.
The patterns we most often inherit on rescue and re-platform engagements.
- Flow sprawlDozens of near-identical dialog flows per line of business, none modular, all needing the same fix separately.
- Dialer compliance riskCampaign settings, consent state and calling windows managed manually, creating avoidable TCPA and abandon-rate exposure.
- Shallow CRM integrationScreen pop without disposition write-back, so reporting lives in two systems and neither reconciles.
- IVA without a knowledge layerSelf-service answers hard-coded in flows instead of grounded in maintained knowledge, so content drifts within a quarter.
What we implement.
Design, build, migrate, comply and run.
Modular flow library, skills and routing design, environment and release governance — typically consolidating a third of legacy flows.
Voice and digital containment for tier-1 intents, designed from real transcripts with explicit containment and escalation targets.
Predictive, progressive and preview dialing with abandon-rate control, list strategy and agent blending rules.
Consent and DNC handling, calling windows by jurisdiction, recording disclosure, retention and audit evidence.
Salesforce, Dynamics, ServiceNow and custom APIs with screen pop, disposition write-back and unified reporting.
Wave-based migration on or off Five9 with number porting, parallel run, reporting parity and rollback at every wave.
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
Flow, campaign, integration and reporting inventory with consolidation plan.
Routing, IVA, dialer and compliance architecture with CRM data contract.
Flows, IVA intents, campaigns, integrations and dashboards.
Compliance walkthrough, load and failover test, reporting parity sign-off.
Wave migration with porting, parallel run and hypercare command centre.
Managed changes, IVA tuning, release management and quarterly value review.
Use cases already in production with enterprise clients.
Move to Five9 ahead of a maintenance renewal without recreating a decade of IVR debt.
Blended dialing with jurisdictional compliance controls and right-party-contact optimization.
Deflect balance, status and dispute intake to IVA with grounded knowledge and clean escalation.
Re-platform when AI roadmap or economics demand it — flows rationalized, not ported.
Pronix service lines
Industries where this ships fastest
- Financial Services
- Insurance
- BPO
- Retail & Ecommerce
- Healthcare Providers
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Model the business case before you commit.
Free, ungated models with conservative, expected and aggressive scenarios — plus a branded PDF you can take to finance.
- CCaaS migration TCO calculatorCompare three-year Five9 cost against your current platform.
- Voice AI cost per minuteModel IVA containment economics against agent-handled minutes.
- Contact center AI ROISize AHT, deflection and quality gains across your call mix.
The delivery artifacts you get, named up front.
Every Five9 engagement is governed by the same six artifacts. They are contracted deliverables with owners and dates — the way a systems integrator works, not a discovery deck.
- 01
Reference architecture
A signed-off Five9 reference architecture — environments, tenancy, network and identity boundaries, data flows and AI components — issued as a versioned diagram plus infrastructure-as-code, not a slide.
- 02
Integration surface
Every integration surface is inventoried before build: CRM and CTI, WFM, ticketing, payments, identity, data warehouse and event streams — each with contract, auth model, throughput, failure mode and owner.
- 03
Runbook
Operational runbooks per service: deploy and rollback steps, configuration change control, alert thresholds, on-call escalation paths and known-issue playbooks handed to your ops team at go-live.
- 04
Cutover plan
A wave-based cutover plan with entry and exit criteria per wave, dress rehearsal, freeze windows, number porting and data migration sequencing, rollback triggers and a go/no-go decision log.
- 05
Hypercare
A defined hypercare window after each wave — command centre, daily triage, defect burndown against severity targets, and a documented exit gate before the estate transitions to steady-state run.
- 06
SLA
Run-state SLAs and SLOs written into the engagement: severity definitions, response and restoration targets, change lead times, availability reporting and quarterly value review against the original business case.
Contact center migrations, delivered without outage.
Live Five9 and adjacent CCaaS programs we designed, built and cut over — with the outcomes the client reported after go-live.
92 dialog flows migrated with zero client-facing outage at an investment management firm
- Full cutover, 61 consolidated flows
- 14 wk
- Client-facing outage minutes
- 0
Full cutover, 61 consolidated flows
Client-facing outage minutes
Kore.ai Agent Platform · Genesys Cloud · Salesforce Financial Services Cloud
Read the case study →Financial ServicesRetail banking self-service at a regional bank — conversational AI across servicing journeys
- Containment on top-4 servicing intents
- 36%
- Dispute intake AHT
- -52%
Containment on top-4 servicing intents
Dispute intake AHT
Kore.ai Agent Platform · Amazon Connect · Fiserv DNA
Read the case study →Financial Services9-day loan decision at a regional bank — agentic origination for small business
- Loan decision cycle
- 21d → 9d
- Underwriter throughput
- 2.6x
Loan decision cycle
Underwriter throughput
Salesforce Financial Services Cloud · AWS Bedrock · nCino
Read the case study →Five9 programs, delivered and measured
Five9 implementations, migrations and AI layering across financial services and regulated floors — including platform moves in both directions.
- Three production programs on and alongside Five9, with measured outcomes
- Migration playbook for moving between Five9 and other CCaaS platforms
- How virtual agents and agent assist are layered without re-platforming
- A delivery sequence and the run model after go-live
PDF · 5 pages · work email required
See all downloadable briefs →Scope your Five9 program.
Tell us where you are today and a delivery lead from our Five9 practice replies within one business day with an indicative scope, timeline and fixed-price range — no discovery invoice required.
Related capabilities and guides
- Five9 platform overviewIVA, dialer and workspace capability map.
- Five9 vs TalkdeskWhere each platform fits by size and use case.
- CCaaS migration TCO calculatorModel the three-year cost of moving platforms.
- conversational AI implementationIVA intents designed from real transcripts.
- contact center managed servicesCampaign, flow and integration run support.
Questions buyers ask us first.
- What do Five9 implementation services include?
- Target architecture, IVR and Five9 IVA design, inbound routing and blended outbound dialing, campaign and compliance configuration, agent assist, Salesforce/Dynamics/ServiceNow integration, reporting and dashboards, agent enablement, cutover and hypercare.
- How long does a Five9 implementation take?
- A single-site deployment runs 6–10 weeks; multi-site or outbound-heavy programs with compliance review run 3–5 months. Flow-heavy migrations are sequenced in waves — we migrated 92 dialog flows into 61 consolidated flows for an investment management firm in 14 weeks with zero client-facing outage minutes.
- Can you migrate us off Five9 — or onto it?
- Both. We run migrations onto Five9 from premise telephony, and migrations off Five9 onto Amazon Connect, Genesys Cloud or NICE CXone when the economics or AI roadmap justify it. Either direction uses the same discipline: flow inventory, rationalization, wave cutover, parallel run and rollback.
- How much does a Five9 implementation cost?
- Implementation is fixed-price against a scoped flow, campaign and integration inventory. Five9 licensing is per concurrent or named seat with add-ons for IVA, WFO and digital, negotiated with Five9. We build the three-year TCO including telephony and AI consumption before you commit.
- Do you handle outbound compliance — TCPA, dialing rules and consent?
- Yes. Campaign design covers dialing modes, abandon-rate control, consent and DNC handling, calling-window rules by jurisdiction, recording disclosure and retention — with the configuration evidence your compliance team needs for audit.
- What AI can we run on Five9?
- Five9 IVA for voice and digital self-service, agent assist with real-time guidance and knowledge, and post-interaction analytics. Where the knowledge layer needs to be enterprise-grade we pair Five9 with a RAG platform so answers are grounded, entitlement-filtered and citation-backed.
- Do you provide Five9 managed services?
- Yes — flow and campaign changes, IVA intent tuning, integration monitoring, release management, reporting maintenance, 24/7 incident response against SLAs and quarterly value reviews against the business case.
How we work
Engagement models that fit your program — advisory, build, run, or embedded pods.
pronix.ai is the AI & CX systems integrator practice of Pronix Inc.
One accountable delivery model: US-based architecture and program leadership with global engineering pods running 24×7 build, cutover and hypercare.
- Founded
- 2010 · Pronix Inc
- Headquarters
- 666 Plainsboro Rd, Suite 1361, Plainsboro, NJ 08536
- Delivery centers
- United States · India (Hyderabad) · LATAM · EMEA
- Engagement model
- Fixed-scope implementation, managed run and staff augmentation
Certifications
- AWS Certified (Solutions Architect, Developer)
- Amazon Connect specialty
- Genesys Cloud CX certified
- NICE CXone certified
- Salesforce certified (Service Cloud, Agentforce)
- Microsoft Azure AI certified
Partner tiers
- AWS — Advanced Tier Services Partner
- Genesys — Implementation partner
- NICE CXone — Implementation partner
- Five9 — Implementation partner
- Kore.ai — Solution partner
- Salesforce — Consulting partner
Security questionnaires, controls documentation and named client references are available under NDA. More about Pronix Inc →
Book a working session with our five9 implementation team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.