Five9

4,2 (442)
Cloud contact and call center software

Overall rating

4,2 /5
(442)
Value for Money
4,0/5
Features
4,1/5
Ease of Use
4,2/5
Customer Support
4,3/5

83%
recommended this app
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442 Reviews

Adriana
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Five9 is the best software solution for out telephone needs.

Reviewed on 2018/05/07

Great reports and statistic metrics. 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. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Cons

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

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.

Kristianna
Overall rating
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Telesales, auto dialer, live monitoring, the list is endless!

Reviewed on 2022/08/03

My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike.

Pros

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

Cons

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

Erick
Overall rating
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

A lot of technical issues and log off problems that seem to never end, tech team has us...

Reviewed on 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

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.

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.

Response from Five9

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 [email protected] so I can help you resolve your issue?

Hazel Ann
Overall rating
  • Industry: Consumer Services
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Five9 Review

Reviewed on 2022/12/04

Pros

This software it good. I am able to speak with the customers all over the world using this.

Cons

None so far. I've never had any issues with this software

ingrid
Overall rating
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Five9 for small business

Reviewed on 2022/11/12

I used the system daily. I feel like there were things that could have made it easier to use and therefore faster. Though the quality of the call was good. For the customer, the most important thing is that it is not crackly, not difficult to hear you. So in some ways that is the most important thing when looking for a good program.

Pros

the quality of the call was always good, never crackley

Cons

they layout was difficult to navigate sometimes

Helen
Overall rating
  • Industry: Online Media
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Five9 Wizard

Reviewed on 2022/12/12

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.

Pros

I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team.

Cons

Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10 000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Five9 - An effective softphone

Reviewed on 2022/07/08

Pros

Having clear-cut, easy to use features for putting calls on hold, transferring to other parties, and establishing conference calls is a very impressive feat considering how many competitors products function. There are rarely issues with the software itself.

Cons

There are times when the core service will go down and the notifications to let you know that you are not connected need to be more visible. I have seen it before where the only indicator that your softphone is not active is a very small red X in the bottom right corner of the Five9 user interface.

Verified Reviewer
Overall rating
  • Industry: Cosmetics
  • Company size: 5 001–10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

User friendly, organized, reliable

Reviewed on 2022/09/25

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

Pros

Everything in one place, easy to use and build

Cons

Report building is overwhelming for those who lack knowledge.

Verified Reviewer
Overall rating
  • Industry: Accounting
  • Company size: 1 001–5 000 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Epic Call center platform

Reviewed on 2022/11/13

One of the best call center solution you can find right now

Pros

The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond sending SMS.

Cons

There are some bugs to perform some actions.

Alternatives Considered

Talkdesk

Switched From

Talkdesk
Alberth
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1 001–5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best contact center tool for customer service.

Reviewed on 2023/01/15

Easy and simply way to log in and start working.Personally I used it to keep track of my worked time and do outbound calls which were really stable and never had issues with the platform

Pros

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

Cons

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

Doug
Overall rating
  • Industry: Management Consulting
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Five9 is the best Cloud based VOIP system we have found

Reviewed on 2017/12/06

We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.

Pros

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.

Cons

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.

Response from Five9

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.

Krystyna
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Managing Interactions With Clients Has Never Been That Easy

Reviewed on 2019/02/28

You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Pros

I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

Cons

I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

Wendee
Overall rating
  • Industry: Automotive
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

My job my life

Reviewed on 2018/11/06

I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.

Pros

This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Cons

Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

Response from Five9

Hello Wendee,
Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.

Michael
Overall rating
  • Industry: Medical Practice
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Take Your Call Center to the Next Level

Reviewed on 2018/05/01

Five9 was a huge investment into our call center.

Pros

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

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

Response from Five9

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.

Oscar
Overall rating
  • Industry: Medical Practice
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Reporting made easy!

Reviewed on 2018/04/26

Pros

I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

Cons

The functionality could be a little bit better. 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. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

Response from Five9

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.

Lynn
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

What happened???

Reviewed on 2020/06/23

We have been using five9 for about a year now. The honey moon period was great, seemed to never have issues. Now for the last four months we have been plagued with issues. Forced log outs, cant log back in. Five9's network being shoddy at best, they take forever to put you on the redundant network to get you back up and going(I will admit, they are good at admitting fault when it is their issue, a rarity these days). The tech support from them is meh at best, tough to work with and not very knowledgeable. Seems like every issue has to be escalated to the engineers. Our company is losing their mind with this software and already on the hunt for new call center software to replace. If you value uptime and good customer service I would look else where.

Pros

Its easy to use. Easy call transfers. Soft phone compatible. Built in voicemail. Contacts folder is easy to use.

Cons

Always down. Constant network issues. Voice quality has gone down. Customer service is a bit of a joke.

Tracy
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Five9 meets our Call Center needs

Reviewed on 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. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.

Cons

Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

Response from Five9

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.

Diana
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Easy to learn and use

Reviewed on 2018/04/26

Pros

I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

Cons

The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

Response from Five9

Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.

Shannon
Overall rating
  • Industry: Telecommunications
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Easier than Avaya

Reviewed on 2022/11/17

It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to use.

Pros

Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.

Cons

I do not like how easy it can get lost in the multiple tabs of my web browser that I have to use each night. You also have to make sure you are careful in changing your call status and that it sticks.

Sherrine
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

My experience with the Five software have been great.

Reviewed on 2017/09/25

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

Pros

I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

Cons

The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

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.

Simon
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

We have used five9 for around three years. It is part of our success story.

Reviewed on 2018/03/29

It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Pros

The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

Cons

The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

Response from Five9

Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.

Steve
Overall rating
  • Industry: Higher Education
  • Company size: 201–500 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Very happy with Five9

Reviewed on 2019/05/08

In general, very happy. For a cloud based provider, I'm not sure anything else out there would do a better job of meeting our needs.

Pros

As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

Cons

When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

Bernard
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent cloud CCaaS leader

Reviewed on 2020/07/18

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

Pros

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

Cons

It requires a separate WFE solution from Nice or Verint but that is usually a separate decision anyway

Alternatives Considered

NICE CXone

Reasons for Switching to Five9

Client recommendation and experience
Rob
Overall rating
  • Industry: Retail
  • Company size: 501–1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Five9 - Cloud Based Phone

Reviewed on 2019/12/02

This was a very good, affordable option and has excellent reporting availability. It does not have great connectivity.

Pros

The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based.

Cons

The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work.

Debbie
Overall rating
  • Industry: Construction
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Overall Five9 has been a good phone applet for us

Reviewed on 2017/10/02

Overall you guy do a great job

Pros

For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Cons

Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot

Response from Five9

Debbie, We're glad to hear that our SalesForce integration is helping you eliminate redundant tasks and makes your team more efficient. Thanks for posting this review and please let us know if you ever have any questions.