Five9 Features

Five9

Cloud contact and call center software

4.19/5 (376 reviews)

Five9 Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Dashboard
Activity Tracking
Anti Spam
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat
Compliance Management
Computer Telephony Integration
Contact Database
Contact History
Customer History
Customizable Reporting
Data Import/Export
Desktop Notifications
Distribution Management
Drag & Drop Interface
Employee Management
Feedback Collection
Feedback Management
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Generation
Mobile Workforce Control
Monitoring
Multi-Channel Communication
Multi-Channel Management
PCI DSS Compliance
Predictive Dialer
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Request Routing
Search Functionality
Self Service Portal
Social Media Integration
Social Network Marketing
Social Performance Management
Survey Management
Surveys & Feedback
Tagging
Text to Speech
Third Party Integration
Video Conferencing
Voice Mail
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Anti Spam
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat
Compliance Management
Computer Telephony Integration
Contact Database
Contact History
Customer History
Customizable Reporting
Data Import/Export
Desktop Notifications
Distribution Management
Drag & Drop Interface
Employee Management
Feedback Collection
Feedback Management
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Generation
Mobile Workforce Control
Monitoring
Multi-Channel Communication
Multi-Channel Management
PCI DSS Compliance
Predictive Dialer
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Request Routing
Search Functionality
Self Service Portal
Social Media Integration
Social Network Marketing
Social Performance Management
Survey Management
Surveys & Feedback
Tagging
Text to Speech
Third Party Integration
Video Conferencing
Voice Mail
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Anti Spam
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat
Compliance Management
Computer Telephony Integration
Contact Database
Contact History
Customer History
Customizable Reporting
Data Import/Export
Desktop Notifications
Distribution Management
Drag & Drop Interface
Employee Management
Feedback Collection
Feedback Management
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Generation
Mobile Workforce Control
Monitoring
Multi-Channel Communication
Multi-Channel Management
PCI DSS Compliance
Predictive Dialer
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Request Routing
Search Functionality
Self Service Portal
Social Media Integration
Social Network Marketing
Social Performance Management
Survey Management
Surveys & Feedback
Tagging
Text to Speech
Third Party Integration
Video Conferencing
Voice Mail
Visit WebsiteCompare App

Mobile apps

iOS App


3 reviews

Requires iOS 7.1 or later. Compatible with iPad.

Five9 Feature Reviews

25 reviewers had the following to say about Five9's features:

Patrick Slaven

Serviceable call center platform

2016-10-31

We use it for both inbound and outbound call center activities. It actually excels if you are not overly concerned with tracking activities with individual users.

Pros

Inbound call distribution is easy to set up.

Cons

It is very difficult to manage contact relationships through Five9.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10

Recommendations to others considering Five9

Think hard if you will need detailed reporting for individuals in your database. If so, you may want to evaluate other solutions instead of Five9. If you are simply cold calling a list of numbers, Five9 is a simple tool to break into the world of call center software.

Source: Capterra
Helpful?   Yes   No
Read more
Winnie Lai

It's alright

2018-07-30

Pros

It does the job of managing call centers and routing calls to call center agents.

Cons

Integration through the use of its API is possible, but it takes work.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Mediocre call center platform

2016-11-03

Met basic needs of a call center platform but there are definitely better solutions, most notably insidesales.com.

Pros

Meets basic call center platform requirements (i.e. power dialer, call recording, activity tracking)

Cons

otherwise, limited feature set. UI is outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Adriana Loya

Five9 is the best software solution for out telephone needs.

2018-05-07

Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased!

Pros

We run a small call center for our clinics, all of our patient calls are routed to our call center.

Cons

When we need customer service we often have to leave voice mails and wait for a call back.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello Adriana,
It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service.

Read more
Michael Reffner

Powerful and Customizable

2017-04-20

Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes.

Pros

Five9 will help you monitor calls and track your call volume.

Cons

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
Read more
Reuben Berlin

Five9

2011-01-28

Good system for contacting incoming leads May take some work to customize and optimize for your business

Pros

Customizable dialer and Campaigns Fast connection to incoming leads Reports track calls and performance

Cons

Lead lists are difficult to customize Intregration not straight forward

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Good call routing & reporting

2018-07-17

Pros

Good call routing engine, and really easy to use reporting module.

Cons

Theres no database access, so reporting metrics are limited to what is programmed into the system.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello, thank you for taking the time to post your review. It's great to hear that Five9's reporting and intelligent call routing features are helping your team. If you have any questions about how to integrate Five9 with your CRM solution, please don't hesitate to reach out to your account manager.

Read more
Tracy Williams

Five9 meets our Call Center needs

2017-09-25

Custom service is helpful and goes above & beyond to help get my questions answered.

Pros

We are able to access a recording minutes after it is recorded.

Cons

Outbound calls are not recorded.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Hi Tracy,
Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don’t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.

Read more
Sherrine Pringle

My experience with the Five software have been great.

2017-09-25

This software able the call center to answer calls on a daily basis.

Pros

The agent can instant message about questions without moving from their desk.

Cons

The agents can't change the telephone number or caller name, so this information is enter in the comment section.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello Sherrine,
Thank you for the taking the time to post your review. We're glad to hear the coaching function is working well for you and your team. Let us know if you ever need anything.

Read more
stephen meyers

Provides a wealth of call information, not user-friendly

2017-06-08

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.

Cons

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.

Read more
Tom Wilson

Not the best

2014-06-04

Pros

You can monitor and group your staff, and you can send messages to other employees.

Cons

The call transfer is not the easiest to understand, and the call monitoring is not the best quality ever.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

1/10

Recommendations to others considering Five9

Find another vendor. This one needs a lot of work and it is not ideal for a big company.

Source: Software Advice
Helpful?   Yes   No
Read more
Maria Rossi

Five9 for customer support

2018-04-06

Pros

It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations.

Cons

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

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Hello Maria, Thanks for taking the time to post this review. We’re glad to hear that our call recording and reporting features are working well for you. Please don’t hesitate to reach out to your account manager if you ever have any questions.

Read more
Denise Miller

The learning curve can be interesting with this software.

2018-06-14

Being able to have extended call options including adding an auto dialer.

Pros

Supervisor app is wonderful for call tracking, recording, time management, client tracking.

Cons

Back office features require extensive training. Set up and implementation can be a little tedious.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hi Denise,
We're happy to hear that our supervisor features are helping your call center succeed. Let us know if you ever have any questions, we're here to help.

Read more
Juan Morales

Useful and Worth the money

2019-10-22

We are no longer using Five9, but it did help us a lot to see all the information we needed from the calls and we managed to keep our business running smoothly when we used the tool.

Pros

I loved the amount of options it provides to review call duration, call routing, queue priority, call recording and all that you need to check call performance and metrics in a call center.

Cons

It's not user friendly and requires a lot of time to get used to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Angelina Vigil

Very Useful

2019-12-13

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.

Pros

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.

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

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

Read more
Skyler Gambill

Their Name Holds True - Up 99.999% of the Time

2019-04-11

Five9 helped my department (and the company) manage several thousand calls per month with ease.

Pros

Five9 very seemlessly integrates with Salesforce and other CRMs. Reporting is also another thing Five9 does very well.

Cons

At the time, the non CRM user interface was a little dated but easy to use and reliable.

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
David Tull

Five9 for customer support

2017-02-06

Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution.

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
Anonymous
(Computer Software company, 201-500 employees)

DownTime

2018-08-24

fine, I have not used a service like this for cold calls... it gets the job done, however not always reliable.

Pros

It's extremely easy to use. definitely cuts down the steps it takes to make a phone call. Recording a call is extremely easy and I enjoy the simple interface.

Cons

I have noticed a lot of down time, call drops and fuzzy voice.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello, this is not experience we want you to have. I'd like to forward your feedback to your account manager but unfortunately, I cannot see your company information. Please email me at rachael.scott@five9.com so I can help you get in touch with your account manager, or feel free to email him or her directly. Thanks.

Read more
Bob Uitts

This is a great product.

2018-02-17

Pros

The call reports are key.

Cons

They strictly regulate the drop call ratio. As a call center, this is the most frustrating part of this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No

Response from Five9


Hi Bob, thank you for taking the time to write this great review. We pride ourselves with the most advanced reporting features in the industry and we're excited to hear the reports are boosting your contact center's performance. Please don't hesitate to reach out should you ever have any questions.

Read more
Jordan Castaneda

Owner

2016-12-07

Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Daniel Taylor

Five9 has surpassed all of our expectations

2011-02-08

If your business has the need for a virtual call center, Five9 is by far the best solution that we have found.

Pros

Using Five9's well documented API we were able to enhance our reporting and data analysis engines with real-time call center data.

Cons

May be a little difficult to understand the API without having a developer on staff.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Lynn Wold

What happened???

2020-06-23

Our company is losing their mind with this software and already on the hunt for new call center software to replace.

Pros

Its easy to use. Easy call transfers.

Cons

Constant network issues. Voice quality has gone down.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
andy finlay

Five9 offers a robust solution for inbound and outbound ACD

2019-07-16

Pros

Salesforce integration as well as API integrations.

Cons

Although we can do plenty of great things on inbound calls there are times where it takes a lot more work to do things that are easily done on other platforms.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Taher Afghani

Five9

2011-01-27

i recommend it to inside sales call centers

Pros

cost effective - easy to use - helps with contact rate

Cons

hangs up on many of our clients- hard to customize to my changing needs - reports are a little confusing and there are many of them - but the hanging up on our clients when using predecitve dialer is our biggest issue right now that needs to be resloved.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Michael Reffner

Take Your Call Center to the Next Level

2018-05-01

Five9 was a huge investment into our call center.

Pros

You'll be able to identify time waste and increase the quality of caller experience

Cons

If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Thank you for posting this great review, Michael. We’re excited to hear that our reports are helping you increase your review and productivity. Please don’t hesitate to reach out if we can ever be of service.

Read more