Five9 Reviews - Pros & Cons, Ratings & more

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Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more

Five9

Linux

Web-based

Windows

iPad

Cloud Consultant

Five9 is an excellent leader in the CCaaS industry as regarded as one of the most complete solution providers. My clients like the scalability and ability to add agents immediately as needed.

Administrator

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Taking the calls and routing them are very reliable. The software flows really nice and the customer service is awesome if you come across any issues.

Customer Engagement Manager

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.

sales

But, if I did have to say one negative thing it would be that sometimes my headset disconnects. Maybe its a computer problem vs the software.

It has been over the top positive and consistent with feedback from my peers.

Technology Integration Specialist

We've been using Five9 as a potential replacement for NICE for over a year now, and I'm sold. The look and feel are intuitive and elegant.

Recruitment & Research Associate

Overall Recommendation- Very useful application, good value for money.

Technical Support Specialist

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

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency.

Cost effective - easy to use - helps with contact rate.

Call Center Agent 

I think it’s a solid program that can be configured exactly as you might want or need it which makes it very valuable.

Supervisor

It takes too long to start and some features are confusing.

Technical Support 4

Full of very useful features that are required to run a call center. Very intuitive and easy to set up and get the center up and running.

Independant contractor

This product is user friendly and very easy to setup and use.

Call Center Supervisor

Very dependable service, great customer support.

Service Desk Associate

Great experience with Five9. I use it every day to take incoming calls from our clients.

Call Center Employee

I've been part of a lot of call-centers. I've used i360 and a few other dialing systems, but Five9 definitely integrates with your computer needs at the same time better than others.

We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating. 

Five9 is a great Cloud Contact Center! 

Amazing experience as an agent
Supervisor desktop is great for real-time monitoring 
As an admin it’s straight forward and easy to setup

Five9 - for me it’s rating at 9

We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a negative impact on our customer experience. With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience and ultimately customer loyalty. 

Five9 Wizard

The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

If you want the best...

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.

Best Regards,
Cindy Seto
Customer Advocacy Manager

Use Five9 as a solution for your company

It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign. 

Hard to implement, but robust

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Amazing Change Management Tool

Hi Lin, 

Thank you for taking the time to share your experience with Five9. 

Best regards,
Five9

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

Highly Recommend Five9, after failed implementation of 3 other apps

Hi Pam 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. 



When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable. 

Five9 Review

It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to shell out additional payment per agent to be able to have your data stored for longer within the ecosystem

Works for Small Businesses

A great dialer for call center environments

Good CTI

A mature and reliable platform but loses credibility after losing the leadership position in the Magic Quadrant of Gartner for CCaaS

Mature omni-channel Contact Center platform 

The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

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

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. 

Very convenient and easy to use

We have been using it for years on in now and really never had any issues , if they do occur they are fixed rapidly

Five 9 simple and efficient for call centers 

5-9 And Outbound Cold Calling

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. 

Pretty pleased overall!

Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.

Easy to use, with common sense it can be used easily. So many features to choose from and explore.

User friendly, organized, reliable

Five9 made my work ao much easier because it works so fast with my commands and reached made my calling easier as well

My five9 experience

Pretty good with ups and downs, it's just a good product to start your small contact center.

Good dialer for a small or new contact center!

A great communication tool and easy to use

Hello Scarleth, thanks for taking the time to write this excellent review. We are excited to hear that our dialer is helping your call center be more efficient. Please let us know if we can ever be of service.

It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.

Not So Great, Pass if You Can

Softphone User

Career Advisor

Solid VoIP with some quirks

Mike:                                                  Hi, my name's Mike, I'm a Career Advisor. I would give Five9 four out of five stars. For more reviews like this, please click below.
                                                       Five9 allows us to connect with our customers spread out across the entire world, mostly throughout the US, but also in other countries, as well. As a career advisor, we help a lot of military families. And being able to connect with people wherever they are without having to dial country codes and just having a seamless system is great. Really, it just lets us keep track of all of our learners seamlessly and efficiently.
                                                       My favorite parts of Five9 are the fact that it's all contained within the plugin that we use in our Salesforce application. So basically, we can have full access to our phones, our voicemail, transfers, inbound calls, outbound calls, all while working within our CRM. So it's a one-size-fits-all tool for us, where we don't have to have lots of different applications running and everything can just be in one location, it makes it really easy.
                                                       If I could change anything about Five9, I think I'd make it a little bit more consistent on wireless networks. It's definitely very stable when you are connected to ethernet, but if you are on a wifi network or you're sharing a network, as a lot of people probably are in their remote work-from-home environments, it can be a little bit spotty with some dropped calls and connectivity issues.

Principal

Five9 - stellar software

Garry S.:                                              Hi, I'm Gary. I'm the president. And I'd like to give Five9, five stars. And if you want more reviews like this, please click on down below. Five9 is the core of our telephony system, and directing calls, moving calls around, analytics, KPIs. That's all within the Five9's umbrella, and they do a great job of it. Five9,, I guess the thing that jumps out about what I would like most about them is the implementation. They picked us up when we were going through a catastrophic failure, and their implementation team shepherd us through that process and got us back online, back in business at a global enterprise ain no time flat. It was amazing. So from 0 to 100 in seconds. If I had to come out with something that was on the negative side with Five9, some of the analytics are difficult, some of them out of the box, need so much tweaking that you might as well start all over with your own analytics, and build it from the ground up. Other than that, it's a good boy.

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