Five9 Cloud Contact Center Software


Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. 

Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. 

The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. 

Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. 

The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.

Agents
Agents
Agents
Agent dashboard
Agent dashboard
Supervisor dashboard
Supervisor dashboard
Handled interactions
Handled interactions
Email
Email
Email interactions
Email interactions

Supported Operating System(s):

Mac OS, Web browser (OS agnostic)



288 Reviews of Five9 Cloud Contact Center

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 288 reviews

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Gary from COMTEL Group

Specialty:  Telecommunications

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Five9 Top Tier Contact center solution

Worth the money. Delivers on their value proposition.

Pros

Highly customizable and enterprise capable. Scales easily. Sharp developers and very hands on sales through partner vendors.

Cons

Not an inexpensive solution so don’t expect to save much in the long run. Can be somewhat cumbersom to integrate with apps that are not already prebuilt.

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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

October 2018

Great tool

Pros

Great tool for making calls and being productive within your organziation. clean contact center and usability

Cons

Nothign really to complain about yet. It could be that I haven't used it very much but very clean so far.

Danixa from Ecco Outsourcing Group

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The best call center solution

When it comes to accurate reports, team logistics and management, this is definitely my favorite software. Ist really easy to use once you learn how to use it. I'm able to manage if one of my team members will have an agent or supervisor account also I can choose the tasks that I want my supervisors to have access to. I can download reports from production. I can even know how many time my agents were ready or logged out.

Pros

When it comes to accurate reports, team logistics and management, this is definitely my favorite software. Ist really easy to use once you learn how to use it. I'm able to manage if one of my team members will have an agent or supervisor account also I can choose the tasks that I want my supervisors to have access to. I can download reports from production. I can even know how many time my agents were ready or logged out.

Cons

There's nothing negative I can say about this software.

Elisabeth from Plum Direct Marketing

Specialty:  Marketing Services

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Typical Salesperson...

Pros

Its an automatical dialer that will get your sales people hooked up to calls. I have nothing else positive to share, ehich is sad.

Cons

Most sales people could make many more dials working manually. The five9 team made alot of promises and didnt deliver on them. The salesperson seemed knowledgeable and high level but frankly was just very good at rebuttals and telling the customer what they wanted to hear. When it got time to purchase and use the software there were a number of items that just werent true or left out:
Easy training
Easy startup
Ability to leave voicemails automatically (tech person setting us up was adamant about us NOT using this).
Left out that we needed to buy lines
Left out that it would be more money to have local numbers.

Additionally, these guys bill you for an extra month after you cancel. The no contract contract or month to month, is in fact month to every few months. Talking to management about Coming ip with resolutions or not paying for services unrendered has been ridiculous.

Response: Kristin, Five9, Inc.

October 2018

Hello Elisabeth, this is not the experience we want our customers to have. I have confirmed that your case was escalated and reviewed internally, and I also forwarded your review to your account manager.

Erica from Leasing & Etc

Specialty:  Real Estate

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Five9

Pros

This software is very versatile and very easy to use. It can be used for a wide variety of businesses.

Cons

It’s very expensive and it seems to be only one person for sales or customer service. But there is a great response time

Tracy from Seattle Genetics

Specialty:  Healthcare / Medicine

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Committed Staff

Pros

The team I am currently working with at Five9 have been wonderful. We are moving to the HTML version, which is more visual appealing and less clunky than the Java version.

Cons

You must answer the phone through your headset. There is no option to answer through the computer/speakers.

Ramon E. from Far Eastern University

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Recomended for Home-Based Job

Pros

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.

Cons

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

Adam from BrickHouse Security

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Five9

I can say that utilizing the five0 software, increased my performance as a sales executive

Pros

The ease of use and functionality is great for the business, specially we are an online security company.

Cons

for nearly 4 years of use, I haven't really encountered any cons about this software

Response: Five9, Five9, Inc.

September 2018

Hello Adam, Thank you for taking the time to share how Five9 helped you increase your sales performance. That's great to hear. Please don't hesitate to reach out if you ever have any questions.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

best dialer

Pros

The integration with salesforce is unmatched

Cons

not being able (or the IT dept) to adapt it to old CRM.

Response: Five9, Five9, Inc.

September 2018

Hello, thank you for the great feedback regarding our direct integration with Salesforce. Let us know if you ever have any questions.

Jesse from MX.com

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Decent but need improvement

Pros

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

Cons

It's clunky. The phone lines just flat out wouldn't work sometimes.

Response: Five9, Five9, Inc.

September 2018

Hello Jesse, It's great to hear our direct integration with Salesforce is helping your team be more efficient. Thanks for sharing your feedback. Please don't hesitate to reach out to your account manager with any questions you may have.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Softphone User

Pros

User-friendly. The user-interface is very clean and utilitarian.

Cons

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Nicole from 445 media

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Very easy to use dialer

I feel like within my company the five nine dialing software has helped us to achieve many more outgoing calls in an ineffective and timely manner

Pros

I found that five nine is a very simple dialing system and in the middle of dialing you're able to talk to your supervisor and co-workers easily through the chat email icon

Cons

Sometimes the dialer would freeze up on outgoing calls but this wasn't in a very common occurrence and overall I wouldn't really have any dislikes to note

Response: Five9, Five9, Inc.

September 2018

Hi Nicole, Thank you very much for posting this excellent review. We're glad to hear our dialer, and monitoring and coaching features are helping your team be more effective on the phone. Please don't hesitate to reach out if we can ever be of service.

Kevin from BrickHouse Security

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

One of the most call center software that you can find today

Overall experience is very astounding , the software itself is again very easy to use, support is always ready to help you, very recommendable to my friends and I am looking forward to use Five9 in the years to come.

Pros

From the very first day I started using Five9 I was amazed by how this software can do for you, it is very user-friendly and most of all their support team is very helpful. Doing inbound and outbound calls to people is very easy and It makes my job a lot more easier than the usual.

Cons

Everytime that there is an update on the software there will be errors that will pop right after, or giving me a hard time logging in again, I hope that they can do something about this very soon.

Response: Five9, Five9, Inc.

September 2018

Hello Kevin, Thanks for taking the time to share your feedback. We pride ourselves with having the best customer support team in the industry and it's great to hear you would recommend Five9 to your friends. Please let us know if you ever have any questions - we're here to help you succeed.

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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

five nine

great experiance and chat with peers easily

Pros

very easy to use voice over Ip service in the USA

Cons

Sometimes I get logged out of the system from time to time

Response: Five9, Five9, Inc.

September 2018

Hello, Thank you for taking the time to post this excellent review. Let us know if you ever have any questions.

Michael K from Surefire Local

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Five9

Pros

I liked the automated dialer and ease of use for the call center

Cons

The dialer would work 80% of the time and then it would go down. It would interfere with the teams productivity and overall daily goals.

Response: Five9, Five9, Inc.

September 2018

Hello Michael, Thank you for your feedback. Please don't hesitate to reach out to your account manager if you have any questions about how to optimize Five9's features or functionality for your business. We're here to help.

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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

DownTime

fine, I have not used a service like this for cold calls... it gets the job done, however not always reliable.

Pros

It's extremely easy to use. definitely cuts down the steps it takes to make a phone call. Recording a call is extremely easy and I enjoy the simple interface. Tracking is key.

Cons

I have noticed a lot of down time, call drops and fuzzy voice. If your computer is running slow, you cannot interact with the system. Customer service takes a while.

Response: Five9, Five9, Inc.

August 2018

Hello, this is not experience we want you to have. I'd like to forward your feedback to your account manager but unfortunately, I cannot see your company information. Please email me at rachael.scott@five9.com so I can help you get in touch with your account manager, or feel free to email him or her directly. Thanks.

William from Demandforce

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Five9 review

Five9 overall is a very quality product. For the amount of dials we make it consistently works well however we do have some hiccups time to time. Overall a very good product.

Pros

It is very functional and rarely gives me issues. It has clear audio when working correctly and allows me to have clear long, conversations.

Cons

It has had some bug issues. It sometimes makes me log in and out consistently to make calls. Also dialing through satellites gives perception that we sometimes dial from "walmart". When not working correctly you can also sound like a robot occasionally.

Response: Five9, Five9, Inc.

August 2018

Hello William, thanks for sharing your feedback about Five9. It's great to hear our dialer is working well for your team. Please don't hesitate to reach out to our your account manager should you ever have any questions about our functionality. We're here to help.

Christine from Long Grove Psych Associates

Specialty:  Healthcare / Medicine

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

This software was pretty easy to learn

Pros

I liked to be able to customize the users. The software was pretty simple and easy to learn. It was a pretty good call center for what we needed initially.

Cons

We found the system to be a little glitchy and a few calls were dropped. It had limited capabilities. We would have kept it but decided to go into a different direction for our needs.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Unbiased Review

They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.

Pros

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.

Cons

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.

Response: Five9, Five9, Inc.

August 2018

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.

Joshua from BrickHouse Security

Number of employees:  51-200 employees

Ease-of-use

Customer support

Functionality

August 2018

Review

The software itself is very useful for any business that have Customer Support. My overall experience with Five9 is very commendable.

Pros

Five9 is user friendly. It can be used and be applied to different apps and software.

Cons

Whenever the software updates, it causes the tool to stack up or lagged. The system can be disconnected if the tool was not updated.

Response: Five9, Five9, Inc.

August 2018

Hi Joshua, Thanks for taking the time to post your review and recommending it for any business with a customer support team. Let us know if we can ever be of service.


Displaying 1 - 20 of 288 reviews