Five9 Features

Five9

Cloud contact and call center software

4.19/5 (394 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Database
Customer History
Customer Segmentation
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Integrations Management
Knowledge Base Management
Knowledge Management
Lead Distribution
Lead Generation
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple Scripts
Multiple User Accounts
Negative Feedback Management
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Analytics
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
SIP Trunking
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Text to Speech
Third Party Integrations
Trend Analysis
Video Conferencing
Virtual Assistant
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Widgets
Workflow Management
Workforce Management
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API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Database
Customer History
Customer Segmentation
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Integrations Management
Knowledge Base Management
Knowledge Management
Lead Distribution
Lead Generation
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple Scripts
Multiple User Accounts
Negative Feedback Management
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Analytics
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
SIP Trunking
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Text to Speech
Third Party Integrations
Trend Analysis
Video Conferencing
Virtual Assistant
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Widgets
Workflow Management
Workforce Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Database
Customer History
Customer Segmentation
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Integrations Management
Knowledge Base Management
Knowledge Management
Lead Distribution
Lead Generation
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple Scripts
Multiple User Accounts
Negative Feedback Management
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Analytics
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
SIP Trunking
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Text to Speech
Third Party Integrations
Trend Analysis
Video Conferencing
Virtual Assistant
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Widgets
Workflow Management
Workforce Management
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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 S.

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
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
Steve K.

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
Stephanie B.

Five9

2018-08-16

Were also able to help with the recording of calls & help us remain compliant at the same time

Pros

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen).

Cons

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy.

Rating breakdown

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
Jon C.

Don't waste your time.

2021-06-04

Once we were up and running it was difficult to monitor calls and run reports.

Pros

Clean looking design.

Cons

The only way to monitor calls is to run reports which are a lost cause.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Adriana L.

Five9 is the best software solution for out telephone needs.

2018-05-07

Great reports and statistic metrics.

Pros

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

Cons

I would really help if we could get a live person right away when needed.

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
Winnie L.

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
Reuben B.

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
Tracy W.

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 have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion.

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
Michael R.

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
stephen m.

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

This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.

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
Daniel T.

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
Maria R.

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
Anonymous
(Outsourcing/Offshoring company, 501-1000 employees)

Five9 Dialler

2021-06-11

Great Software for the Price, easy to use and easy to maintain

Pros

Easy to use great Update to Html5 love it as I don't have to use Java Dialler anymore, Agents don't have connection issue since the change

Cons

Its Expensive for multiple users, reporting is slow, and connecting to monitor calls usually is slow and have issues on properly monitor

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Manuel G.

The evolution of the phone

2019-05-08

Better reporting Easier to use/change any configuration Great Support behind the product

Pros

Ease to use Cloud base solution Easy to manage (despite the fact admin still is in Java)

Cons

Management interface in Java SSO does not support Java Reporting data is only stored for up to 60 days

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rodrigo A.

Easy, Fast Implementation

2019-03-15

loved it, it simple easy implementation was great, easy for the end users and easy on integrations with other systems.

Pros

Very complete software package, having an integrated dialer, lead management and reporting tool is awesome.

Cons

reporting is kinda simple.

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
Damon L.

Five9 Review

2019-05-07

It's been great! So much so that when we merged with another company, we convinced them to change from their service to Five9.

Pros

We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support.

Cons

I feel like the reports are sometimes confusing.

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


Hello Damon, Thank you very much for your review and for sharing how Five9 has helped you and your team, especially during the hurricane season. Please don't hesitate to reach out to us if we can ever be of service.

Read more
Jordan C.

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
Juan M.

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
Anonymous
( company, 1001-5000 employees)

Five9 helps us produce extremely powerful reports, keeping us productive and involved.

2018-05-06

Pros

We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Cons

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Five9


Hi there, Thanks for your amazing review. We're excited to hear that our reports have helped you increase your team's productivity. Let us know if we can ever be of service.

Read more
Spencer P.

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

2018-04-25

The benefits I got from this software is a great quality inbound call service center for a reasonable cost.

Pros

The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago.

Cons

There are two things I like the least: customer service and not being able to block incoming call numbers easily.

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 Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Read more
Corbin M.

4 year customer. Five9 is simple yet robust, meeting most of our needs.

2017-08-27

Pros

Great for small, medium, and large call centers.

Cons

If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Five9


Hello Corbin, Thank you for taking the time to post this review. We're glad to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager with any questions or feedback about the features we offer. We're here to help.

Read more
Oscar V.

Reporting made easy!

2018-04-26

Pros

I love the reporting capabilities in Five9.

Cons

Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue.

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 Oscar, thanks for sharing your review about our reporting features. It’s great to hear the report are working well for you. Please feel free to reach out to your account manager should you ever have any questions about the reports or any other features.

Read more
Erick T.

A lot of technical issues and log off problems that seem to never end, tech team has us jumping through numerous hoops and making us send countless logs to no avail

2018-07-10

Please stop blaming us for the problems of five9 it is unprofessional and does not show that you value your customers satisfaction and is a little disheartening to be called a liar and to call our employees liars.

Pros

Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

Cons

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Software Advice
Helpful?   Yes   No

Response from Kristin


Hi Erick, this is definitely not the experience we want our customers to have. I tried to forward your feedback to your account manager, but I am unable to find you in our customer database. Can you please email me directly at rachael.scott@five9.com so I can help you resolve your issue?

Read more
Denise M.

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