Five9 Pricing, Features, Reviews & Alternatives

Five9

Cloud contact and call center software

4.2/5 (384 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

Starting from
$100/month
Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Brazil, Canada, United Kingdom

Supported languages

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Five9 screenshot: Supervisor view for monitoring agentsFive9 in 14 secondsFive9 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 user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.1
  4.2
  4.3
Angelina V.

Very Useful

Used daily for 2+ years
Reviewed 2019-12-13
Review Source: Capterra

Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.

Pros
What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.

Cons
I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Response from Five9


Hi Angelina,

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. Thank you again for your time.

Best regards,
Cindy

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Kimber C.

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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Tesa H.

I am a independant contractor

Used daily for 6-12 months
Reviewed 2021-04-21
Review Source: Capterra

This product is user friendly and very easy to setup and use

Pros
I like how easy it was to install on my computer, after the company sent it to me to start working.

Cons
I didn't run into any problems at all because the company walked me through the setup and how to use it.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Christopher M.

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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Selena G.

Very Effective Cloud Phone Software

Used daily for 6-12 months
Reviewed 2021-02-04
Review Source: Capterra

Overall I found this a fantastic software. It really does the job you need it to in both an effective and fairly simple way. It has lots of features depending on what you need from it and I think it’s a great addition to anyone needing direct customer communication.

Pros
Five9 did exactly what it was meant to. It gave me a cloud telephone system that allowed me to make and receive necessary calls, in a fairly straightforward format. For the most part it had great, clear sound, and a steady connection so long as I had a wired connection. I think it’s a solid program that can be configured exactly as you might want or need it which makes it very valuable.

Cons
Installing it was a multi step process. And I could see how this could go wrong for some doing this at home with no I.T, if they’re not particularly tech savvy. But it’s not overly complex, just something to note. I also believe it worked best on Chrome, but that could have just been my computer.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Five9 pricing

Starting from
$100/month
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
Activity Dashboard
Alerts/Notifications
Call Monitoring
Call Recording
Call Routing
Chat/Messaging
Collaboration Tools
Communication Management
Contact Management
Data Import/Export
IVR / Voice Recognition
Live Chat
Reporting & Statistics
Reporting/Analytics
Third Party Integrations
Video Conferencing

Access Controls/Permissions (174 other apps)
Customizable Branding (141 other apps)
Mobile Access (211 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.