Five9 Pricing

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! 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. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes...

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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.

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help.

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.

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.

Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.

Agent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.

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.

The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience

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. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.

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.

I like that you can customize this software to meet your individual needs. It's very easy to set up a campaign, customize reports and to train the agents on using the software. I work in a correctional industry and I was very surprised at how easy it was to secure the software to meet the Department of Corrections security needs.

This software price is on the high end of the spectrum.

Hi Lisa, Thank you very much for your review and sharing how Five9 has made you more successful in your job and in your industry. Please don't hesitate to reach out to us if we can ever be of service.

It is a very easy platform to learn. Our agents liked the features it offered, with different skills and campaign sets. The support team from implementation to ongoing support is very helpful. Our account manager and TAM respond in a timley manner and are genuinely invested in how the business is doing. The price is reasonable compared to other providers.

No cons were added to this review

Greg, Thank you for posting this excellent review and for sharing how Five9 has helped boost your contact center’s efficiency and productivity. If we can ever be of service, please let your account manager know.

I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team.

At times it would run slow, and we would run into tech issues with dial up system some times.

Using this software we were able to increase communication between employees and their manager. By posting anywhere from 1 to 3 questions per week, managers could get a quick finger on the pulse of their department.

Not really against the software, but initial buy-in and participation was low (until made mandatory). After about two months of consistent submissions and replies though people were bought into the software and new feedback process.

Hi Steven, thank you so much for taking the time and sharing 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. Thanks for being part of the family. Best Regards, Cindy

User friendly system. If you get stuck, support helps you with a screen share and teaches you exactly what you need to do.

A little high on price although it's a great product, the system per agent should cost a little less

Hello Monika, thanks for this amazing review. We’re very proud of having the best support team in the industry and are always happy to help. Let us know if we can ever be of service.

I like the way you can easily set up a call campaign and be ready to make calls within minutes of installation.

I am not a fan of the low number of updates/advances in the software. We have been using Five9 since January 2017 and just saw our first update. In January when we addressed some basic features, we were told they should be resolved in the "next update". It took 7 months for the update.

Hello Brent, Thank you for posting your review and for sharing how Five9 has helped you accelerate your campaign setup. Please don't hesitate to reach out to your account manager if we can ever be of service.

Easy to integrate with our Lead Management System and existing sales platform. We originally contracted with Five9 for outbound dialing campaigns only. After using the hosted solution in all 3 of our locations, we decided to take the application one step further and we now use Five9 for our complete telephony solution in our Indianapolis office. It has proven to be cost effective and easy to implement. Training new users is very simple. Although it's still early, we have seen significant increases in consumer contact and ultimately expect our conversion rates from to increase 2-3 fold.

Not really a "con", but for us to accomplish all of our initiatives, we will need to add more internal IT support. Five9's technology is robust and we have options now that we never had before. That said, we need to have at least one internal person at our organization who can assist us in optimizing all of Five9's power.

The level of technical support you receive is amazing. Frequent updates throughout the day on the status of your case really help move issues forward towards resolution.

the extra cost to use it on Apple Ipad. Also the fact that the history data only goes back 60 days

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

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

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.

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

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.

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?

1NW Contact embraced the work at home agent model over the bricks and mortar model. We have many years of experience with processes and infrastructure requirements of contact management. The Five9 Hosted Platform gives us the functionality of our prior in-house "dialer", the array of servers, phone systems, and DS3's with far less internal support issues and staffing requirements, greater ease of use...

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There are a few features we would like to see implemented relative to agent setup and campaign structuring but these are minimal compared to the benefit we obtain.

Five9 has all the information you will need to make the right judgement calls for your call center in a reasonable price.

Technical Support has room for improvement still. In the last year, this particular service had improved tremendously.

Hi Savvy, Thank you for your great review. We're happy to hear Five9 has helped you make more informed decisions for your contact center. Please don't hesitate to reach out if we can ever be of service.

allows you to integrate existing software to streamline productivity. I use Salesforce with CRM and it works great.

Just like other Five9 software it is the most expensive on the market. I would like to see the price go down.

Hello Brian, thanks for sharing your great experience with our integration with Salesforce. It's great to hear that Five9 helps optimize your contact center's productivity. Let us know if we can ever be of service.

lots of features which we are unable to fully maximize and customer support is great in the rare instances we've had to contact them.

Bulk discounting could be improved but otherwise don't have complaints

Excellent platform all kinds of support affordable easily scalable

not very much at all other than the odd outage but that hasn't happened since I first used the software

As an appointment setter specialist, Five9 always saves the day. It is the most reliable and cheapest VoIP service provider in the market, not to mention their dedicated customer service support available 24/7.

Sometimes, the extension crashes all of a sudden and after which you need to reconfigure the set-up.

The Pro's for Five9 CRM, I can access and edit from anywhere anytime. I am constantly on the move and never know when or where I will be working.

I feel as if some of the pricing is not very clear at times, there is not a clear reason to what some of the charges are for.

Hello Chris, thank you for taking the time to post your review on how easy it is to adjust your campaigns based on your business needs. Please let us know if we can ever be of service.