About Five9

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 is a cloud contact center solution, which brings the power of Practical AI to thousands of call centers worldwide. Since 2001, Five9 has helped customers create great omnichannel customer experiences. Triple agent talk time with smart dialers that automatically skip no-answers and busy signals to ensure the next prospect is available when the next agent is ready. Use intelligent routing to get calls to the right agents and derive customer intent data to predict the best next steps for agents. Provide intuitive self-service options with Five9's IVR.

Five9 brings Practical AI to contact centers to increase agents' effectiveness and efficiency, and create great customer experiences every time on every channel - phone, chat, mobile, email, social and more. Use intelligent routing to ensure the call gets to the right agent and use customer intent data to provide agents with the best next steps before they even pick up the phone. Offer customers intuitive self-service options for common injuries with an easy to set up IVR so that agents can focus on high-value interactions.

Improve agent talk time with four different dialing modes that automatically skip no-answers and busy signals so agents can spend more time talking to live prospects. Visually dynamic dashboards offer real-time and historic reporting and analytics so users are always on top of their contact center's performance.

Key benefits of Five9

  • Your Five9 contact center can be up and running in a matter of days, not months or years. All your agents need is a headset and internet.

  • No maintenance costs or hardware investments.

  • No expensive, never-ending integration projects.

  • Free up IT resources.

  • Report on performance in real-time.

  • Five9 takes care of your contact center infrastructure, so you can focus on the success of your company.

  • Devices

    Business size

    S M L

    Markets

    Brazil, Canada, United Kingdom, United States

    Supported Languages

    English, French, German, Polish, Portuguese, Spanish

    Images

    Supervisor view for monitoring agents
    Agent dashboard with performance metrics
    Supervisor dashboard with reports on KPIs
    Email customer service
    Outbound call management
    Live chat support
    View 7 more
    Five9 video
    Five9 screenshot: Supervisor view for monitoring agents Five9 screenshot: Agent dashboard with performance metrics Five9 screenshot: Supervisor dashboard with reports on KPIs Five9 screenshot: Email customer service Five9 screenshot: Outbound call management Five9 screenshot: Live chat support

    Features

    Total features of Five9: 132

    • API
    • Activity Dashboard
    • Agent Interface
    • Alerts / Escalation
    • Alerts/Notifications
    • Anti Spam
    • Appointment Management
    • Archiving & Retention
    • Auto-Dialer
    • 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
    • Campaign Specific Caller ID
    • Chat/Messaging
    • Chatbot
    • Collaboration Tools
    • Communication Management
    • Compliance 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
    • Historical Trend Analysis
    • IVR / Voice Recognition
    • Inbound Call Center
    • Integrations Management
    • Interaction Tracking
    • Knowledge Management
    • Lead Distribution
    • Lead Generation
    • Lead Management
    • List Management
    • Live Chat
    • Manual Dialer
    • Mobile Workforce Control
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Data Collection
    • Multi-Channel Management
    • Multiple Scripts
    • Negative Feedback Management
    • On-Demand Recording
    • Online Voice Transmission
    • Outbound Call Center
    • Performance Management
    • Performance Metrics
    • Personalization
    • Phone Key Input
    • Power Dialer
    • Predictive Analytics
    • Predictive Dialer
    • Preview Dialer
    • Prioritization
    • Process/Workflow Automation
    • Productivity Analysis
    • Progressive Dialer
    • Projections
    • Quality Control
    • Quality Management
    • Queue Management
    • Real Time Analytics
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Recording
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Request Assignment
    • SIP Trunking
    • SMS Messaging
    • Scheduled Recording
    • Search/Filter
    • Self Service Portal
    • Sentiment Analysis
    • Social Media Integration
    • Social Performance Management
    • Social Promotion
    • Support Ticket Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Text Analysis
    • Text to Speech
    • Third Party Integrations
    • Trend Analysis
    • Usage Tracking/Analytics
    • Video Conferencing
    • Virtual Assistant
    • Visual Analytics
    • Voice Customization
    • Voice Mail
    • Widgets
    • Workflow Management
    • Workforce Management

    Alternatives

    Genesys Cloud

    4,1
    #1 Alternative to Five9
    Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and...

    CloudTalk

    4,6
    #2 Alternative to Five9
    CloudTalk is a cloud-based call center solution for sales and support teams looking to improve productivity, customer...

    Zoho CRM

    4,2
    #3 Alternative to Five9
    Zoho CRM is a cloud-based customer relationship management (CRM) software that helps businesses of all sizes close...

    VICIdial

    4,7
    #4 Alternative to Five9
    VICIdial is an open source call center solution with outbound predictive dialing and features for handling inbound or...

    Reviews

    Overall rating

    4,2 /5
    (383)
    Value for Money
    4/5
    Features
    4,1/5
    Ease of Use
    4,2/5
    Customer Support
    4,3/5

    Already have Five9?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 383
    Angelina V.
    Overall rating
    • Industry: Restaurants
    • 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

    Very Useful

    Reviewed on 2019/12/13

    Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on...

    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. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.

    Pros

    What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. 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.

    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

    Kimber C.
    Overall rating
    • Industry: Consumer 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 8.0 /10

    If you want the best...

    Reviewed on 2019/10/01

    The overall experience is great as you can focus on running your business rather than fighting with...

    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.

    Pros

    After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

    Cons

    The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

    Response from Five9

    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

    Max S.
    Overall rating
    • Industry: Telecommunications
    • 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 will give your team a High Five

    Reviewed on 2021/02/12

    Overall five9 is one of the leaders in the space and my experience with it has been great

    Overall five9 is one of the leaders in the space and my experience with it has been great

    Pros

    This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one!

    Cons

    The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run.

    Christopher M.
    Overall rating
    • Industry: Marketing & Advertising
    • 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 0.0 /10

    Hard to implement, but robust

    Reviewed on 2019/08/06

    It's very robust software, but the implementation is not worth the trouble- it's made for calling a...

    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.

    Pros

    Once you get it going, which isn't easy at all, it doesn't quit running.

    Cons

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

    Selena G.
    Overall rating
    • Industry: Legal Services
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Very Effective Cloud Phone Software

    Reviewed on 2021/02/04

    Overall I found this a fantastic software. It really does the job you need it to in both an...

    Overall I found this a fantastic software. It really does the job you need it to in both an effective and fairly simple way. It has lots of features depending on what you need from it and I think it’s a great addition to anyone needing direct customer communication.

    Pros

    Five9 did exactly what it was meant to. It gave me a cloud telephone system that allowed me to make and receive necessary calls, in a fairly straightforward format. For the most part it had great, clear sound, and a steady connection so long as I had a wired connection. I think it’s a solid program that can be configured exactly as you might want or need it which makes it very valuable.

    Cons

    Installing it was a multi step process. And I could see how this could go wrong for some doing this at home with no I.T, if they’re not particularly tech savvy. But it’s not overly complex, just something to note. I also believe it worked best on Chrome, but that could have just been my computer.

    Showing 5 reviews of 383 Read all reviews

    Five9 FAQs

    Below are some frequently asked questions for Five9.

    Five9 offers the following pricing plans:

    • Starting from: US$100,00/month
    • Pricing model: Subscription
    • Free Trial: Not Available

    Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

    We do not have any information about Five9 features

    Five9 has the following typical customers:

    11-50, 51-200, 201-500, 501-1 000, 1 001+

    Five9 supports the following languages:

    English, French, German, Polish, Portuguese, Spanish

    Five9 supports the following devices:

    iPad (Mobile)

    Five9 integrates with the following applications:

    NetSuite, Oracle Service, Salesforce Sales Cloud, Salesforce Service Cloud, Skype for Business, SugarCRM, Velocify, Zendesk, Zoho CRM

    Five9 offers the following support options:

    Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

    See all software categories found for Five9.