Five9 Pricing, Features, Reviews & Comparison of Alternatives

Five9 Reviews

Five9

A Leading Provider of Cloud Contact Center Software

4.19/5 (168 reviews)
1,649     3,926

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 Reviews (168)

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Unfortunately on the negative side, the technology is build on Java, which is obsolete and not secure, and creates constant issues whenever updates are issued through Java or the Five9 Client.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

#14 in Call Center

View full ranking
41
16
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)

inContact Contact Center

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

Videos

Michael Reffner

A-mazing! A game-changer

10/02/2017

Five9 was a real game-changer for our company. If you're serious about managing your call center, you need Five9. The data you can pull is truly impressive. The dispositions for particular calls is incredibly useful. It's amazingly useful. You get far more than what you're paying for. I find the call reports to be most useful, but the features are seemingly endless.

Pros

Detailed Reporting Customizable

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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

Reporting Challenges

11/01/2017

I have been in charge of a support team for about 2 years. We have used Five9 but I still have challenges pulling quality reports with exactly the data I am looking for. I stopped by the booth at a conference and as helpful as the booth workers tried to be, nobody could help me set up the reporting I needed. I have worked with a few team members that were somewhat helpful but still trying to figure out how to pull the numbers I am looking for.

Rating breakdown

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

COO

10/01/2017

We have used Five 9 for about 4 years. We would recommend this product. It has served us well in those years. We feel we need more from our system so we may be forced to move on. But overall the service and the product is very good.

Pros

Reliable

Cons

We do not have a dash board - We need this for our reps Some other functionalities are a bit outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Five9

Good value - good support- A bit slow to react but they will help. The system needs to be updated in our opinion. I would use this system again if I were in the same spot I was in four years ago when I started with them.

Source: Software Advice
Helpful?   Yes   No
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Josh Rookstool

Great for the price

16/12/2016

Offers a lot of customization for reporting and customer support was helpful when I called in. UI is a little outdated, but overall great value for the price.

Rating breakdown

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

Definitely worth it!

15/12/2016

I've used Five9 now for about 4 months, NEVER had any glitches, freezing, or any general slow loading time. It's quick, easy, and reliable. I'll definitely be a customer for life!

Rating breakdown

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

Does The Job, But Archaic

14/12/2016

My experience with Five9 has generally been positive, but it doesn't seem to be very ip-to-date. It seems and feels like a software program from the early 2000s.

Rating breakdown

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

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