Five9 Pricing, Features, Reviews & Comparison of Alternatives

Five9

Cloud contact and call center software

4.19/5 (370 reviews)

Five9 overview

What is Five9?

Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more

Five9 is a cloud contact center solution, which brings the power of Practical AI to thousands of call centers worldwide. Since 2001, Five9 has helped customers create great omnichannel customer experiences. Triple agent talk time with smart dialers that automatically skip no-answers and busy signals to ensure the next prospect is available when the next agent is ready. Use intelligent routing to get calls to the right agents and derive customer intent data to predict the best next steps for agents. Provide intuitive self-service options with Five9's IVR.

Five9 brings Practical AI to contact centers to increase agents' effectiveness and efficiency, and create great customer experiences every time on every channel - phone, chat, mobile, email, social and more. Use intelligent routing to ensure the call gets to the right agent and use customer intent data to provide agents with the best next steps before they even pick up the phone. Offer customers intuitive self-service options for common injuries with an easy to set up IVR so that agents can focus on high-value interactions.

Improve agent talk time with four different dialing modes that automatically skip no-answers and busy signals so agents can spend more time talking to live prospects. Visually dynamic dashboards offer real-time and historic reporting and analytics so users are always on top of their contact center's performance.
www.five9.com

Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Brazil, Canada, Latin America, United Kingdom

Supported languages

English, German, Spanish
Five9 screenshot: Supervisor view for monitoring agentsFive9 Summer Release 2017Five9 screenshot: Agent dashboard with performance metricsFive9 screenshot: Supervisor dashboard with reports on KPIsFive9 screenshot: Email customer serviceFive9 screenshot: Outbound call managementFive9 screenshot: Live chat support

Five9 reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.1
  4.2
  4.4
Wendee Clark

My job my life

Used daily for 2+ years
Reviewed 2018-11-06
Review Source: Capterra

I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.

Pros
This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Cons
Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

Response from Five9


Hello Wendee,
Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Kimber Clark

If you want the best...

Used daily for 1-2 years
Reviewed 2019-10-01
Review Source: Capterra

The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Pros
After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Cons
The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

Response from Five9


Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.

Best Regards,
Cindy Seto
Customer Advocacy Manager

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Christopher McGuire

Hard to implement, but robust

Used daily for 2+ years
Reviewed 2019-08-06
Review Source: Capterra

It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.

Pros
Once you get it going, which isn't easy at all, it doesn't quit running.

Cons
It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Pam Adams

Highly Recommend Five9, after failed implementation of 3 other apps

Used daily for 6-12 months
Reviewed 2019-10-29
Review Source: Capterra

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

Pros
After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

Cons
From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Response from Five9


Hi Pam thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Krystyna Lanier

Managing Interactions With Clients Has Never Been That Easy

Used daily for 1-2 years
Reviewed 2019-02-28
Review Source: GetApp

You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Pros
I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

Cons
I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Five9 pricing

Pricing options
Subscription
View Pricing Plans

Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

Five9 features

API
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Chat
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail

Activity Dashboard (128 other apps)
Automatic Notifications (104 other apps)
Caller ID (83 other apps)
Communication Management (94 other apps)
Conferencing (104 other apps)
Contact Management (89 other apps)
Real Time Notifications (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Five9

Key features of Five9

  • CTI & screen pop
  • Power dialer
  • IVR (Interactive Voice Response)
  • Progressive dialer
  • ACD (Automatic Call Distributor)
  • Preview dialer
  • Skills-based routing
  • Web callback
  • Queue callback
  • Campaign & list management
  • Speech recognition
  • CRM integrations
  • Text-to-speech
  • Cloud APIs
  • Real-time reporting & dashboards
  • Predictive dialer
  • Social customer care
  • Mobile customer care
  • Multichannel
  • Call recording
  • Call routing
  • Call transfer
  • Compliance management
  • Computer telephony
  • Contact database
  • Contact history
  • CRM integration
  • Customizable reporting
  • Distribution management
  • Employee management
  • Instant messaging
  • Lead generation
  • Multi-channel communication
  • Multi-channel management
  • Predictive dialer
  • Projections
  • Quality control
  • Real time analytics
  • Real time data
  • Real time monitoring
  • Real time reporting
  • Request routing
  • Search functionality
  • Social media integration
  • Text to speech
  • Third party integration
  • Voice mail
  • Call reporting
  • Prioritizing
  • Automatic call distribution
  • Call monitoring
  • Survey management
  • Call center management
  • Feedback management
  • Call scripting
  • Feedback collection
  • Data import/export
  • Drag & drop interface
  • Historical analysis
  • Progressive dialing
  • Auto-dialer
  • Social network marketing
  • Chat
  • Lead assignment
  • Surveys & feedback
  • Routing options
  • Automatic lead distribution
  • Productivity reporting
  • Live / video conferencing
  • Call list management
  • IVR / voice recognition
  • Reporting & statistics
  • Callback scheduling
  • Queue manager
  • Request assignment
  • Mobile workforce control
  • Anti spam
  • Campaign management
  • Rules based algorithms
  • Self service portal
  • Social performance management
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Benefits

Your Five9 contact center can be up and running in a matter of days, not months or years. All your agents need is a headset and internet.

No maintenance costs or hardware investments.

No expensive, never-ending integration projects.

Free up IT resources.

Report on performance in real-time.

Five9 takes care of your contact center infrastructure, so you can focus on the success of your company.