Five9 Pricing, Features, Reviews & Comparison of Alternatives

Five9 Reviews

Five9

A Leading Provider of Cloud Contact Center Software

4.15/5 (173 reviews)
4,689

Inbound Meets Outbound for Active Blending

The Five9 Blended Contact Center gives you a unique mix of inbound and outbound capabilities that work together seamlessly to create Active Blending. Respond proactively to your customers and create a truly differentiated customer experience, while maximizing your agents’ productive time.

Active Blending capabilities adjust to your contact center traffic—always prioritizing inbound customer service calls.

Dynamic predictive dialer technology automatically moves outbound agents to inbound queues, and when there are no inbound calls in queue, it shifts to outbound call processing. You’ll see huge gains in productivity, improved key performance indicators (KPIs), and increased customer satisfaction.

Stand Out from the Competition

Active Blending allows you to easily configure business rules to add and schedule to the outbound queue automatic follow-ups on any interaction. Maximize agent time when there are no calls in queue to:

* Proactively follow up on abandoned calls
* Find out how customers like their recent product purchase
* Flag negative customer surveys for personalized attention
* Let customers know when an order has shipped or an issue is resolved

All the components work together on the Five9 platform as a single system, eliminating the technology gap between inbound automatic call distributor (ACD) functionality and outbound dialers.
connect.five9.com

Five9 Overview

Pricing

Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

S
Small
M
Medium
L
Large
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Five9 screenshot: Agent ReadyFive9 screenshot: Agent Desktop Plus

Five9 Reviews (173)

Most positive review

 Easy to integrate

We had a small call center, so an all inclusive solution that had all the features we needed was really what drove us to use Five9 versus having to buy separate solutions from different companies to meet our needs. We had a max of around 30 agents, and we were mainly an outbound facility.

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Reviewed 2nd of March, 2016 by Account Executive

Most critical review

 Solid integration into Zendesk but plagued by Java issues.

Unfortunately on the negative side, the technology is build on Java, which is obsolete and not secure, and creates constant issues whenever updates are issued through Java or the Five9 Client. The supervisor view leaves a lot to be desired and doesn't allow for a great amount of control or ...

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Reviewed 3rd of March, 2016 by Customer Service Lead

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Five9 Category Leaders

Reviews
Integrations
Mobile
Media
Security

#18 in Call Center

View full ranking
39
14
13
7
5

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Five9 Screenshots (2)

Five9 screenshot: Agent ReadyFive9 screenshot: Agent Desktop Plus

Specifications

Intended Users
Large Enterprises, Mid Size Business, Small Business
Devices Supported
iPhone-iPad, iPad, Mac, Windows, Web-based
Supported Countries
Canada, Latin America, United Kingdom, United States
Supported Languages
English
Support Options
Knowledge Base, Online Support, Phone Support

Five9 Pricing

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

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.

Competitors Pricing

Scorebuddy

Starting from: £99.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

VanillaSoft

Starting from: $100.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Pims Auto Dialer

Starting from: $125.00/month
Pricing model: Subscription

Users who visited Five9 also visited

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
  • Over 100 Standard Reports
  • Predictive Dialer
  • Social Customer Care
  • Mobile Customer Care
  • Multichannel

Benefits

Unlike complex on-premise systems, the Five9 Virtual Contact Center (VCC) Platform was created with the business user in mind. No more waiting for technical specialists to set up and make changes. Now you can control your own destiny and focus on your strategic role as the portal to your customers.

* No maintenance costs
* No expensive, never-ending integration projects
* No technology lifecycle syndrome
* No time-consuming administration
* No hardware investment

We take care of your contact center infrastructure, so you can focus on contributing to the success of your company.

Alternatives to Five9

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Anonymous
Strategic Business Development (Information Technology and Services company, 11-50 employees)
Verified Reviewer

5-9 And Outbound Cold Calling

16/07/2017

Pros

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

Cons

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is. as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling 1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business. 2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call. Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: GetApp
Helpful?   Yes   No

Response from Five9


Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9.

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Alex Leininger

HORRIBLE

22/06/2017

Horrible.

Pros

It works occasionally is about the only pro I have seen. ZERO CUSTOMER SUPPORT AND I HAVE BEEN CALLING FOR 2+ hours.

Cons

I have been trying to get anyone from customer service for 2 hours and nothing. This software has a tremendous amount of issues and customer support is even worse. AVOID AT ALL COSTS!!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Likelihood to recommend

1/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Alex, this is the not the experience we want you to have. I forwarded your feedback to your account manager and asked her to reach out to you.

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stephen meyers

Provides a wealth of call information, not user-friendly

08/06/2017

This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9's flexibility, and expect a slow learning curve during integration.

Pros

Five9 Is a very well-known solution for call support services. This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.

Cons

Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. The Five9 interface is also complex to navigate and become accustomed to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Hello Stephen, thank you for taking the time to post your review. I have forwarded your feedback to your account management and ask her to follow up with you.

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Richard  Valenta

Customer Support is Amazing!

28/04/2017

I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It's truly amazing how they take care of their customers.

Pros

Customer support is best I've had with any software company ever! Extremely flexible Wide array of features Reliability

Cons

Requires Java and will not work if upgrade to most recent version Very complex but once trained, it's worth it

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
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Michael Reffner

Powerful and Customizable

20/04/2017

Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

Pros

Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Cons

You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Kathy Cotter

Good for business

03/04/2017

Good for business with ease of use. Sales s Is hard, this helps ,,,,,,,,,,,,very familiar with association programs. No business programs

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello Kathy, Thanks for taking the time to post your review. We're glad to hear Five9 is able to help you with your sales efforts. If you ever have any questions about our features, please don't hesitate to reach out to your account manager.

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David Tull

Five9 for customer support

06/02/2017

Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution. It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We've had some friction keeping our team updated with the correct version of Java required across the board. In general it's a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers.

Pros

Strong integration with ZenDesk

Cons

Reliance on Javascript can be challenging with different versions flying around.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Cameron Jenkins

Five 9 rocks and rolls

01/02/2017

I have been using Five 9 for 5 years and it has been the the best. I have used it for inbound and outbound calls

Pros

High levels of customization

Cons

Nothing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Russ Cotner

Helpful but occasionally infuriating

27/01/2017

I use Five9 on a daily basis, and while it offers decent integration with other apps that we use, there are significant issues with the software. Most of the issues are tech-related and we've had to reach out multiple times to their support line. It allows us to tier our agents to ensure that our leads are not overworked.

Pros

Integration with ZenDesk makes things easy, allowing tickets to generate immediately after a call is closed out. The interface is relatively easy to use and does not require a separate window with the configuration we have enabled. Call quality is pretty good.

Cons

The Java integration is pretty rough at times. Occasionally it will have a "brain fart" and require an entire computer restart, which is super inconvenient. Other times it will drop a call or restart the station for no apparent reason. They do offer a new integration that does not use Java, but that requires the entire team switch over to the new version, plus a price bump. Also, if volume is heavy it tends to degrade the quality of calls and enhance the previously mentioned issues with the software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anthony Devincentis

Great Product and Service

27/01/2017

Five9's functionality is great and is easy to train my representatives on its use.

Pros

Great reporting and interface

Cons

Cost

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more

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