Five9 Cloud Contact Center software


265 reviews(4.0/5)
265 reviews(4.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic)

265 Reviews of Five9 Cloud Contact Center

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  • Amber from Speed Commerce

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

    August 2018

    Easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I didn't use this software long before I got a different job but while I used it, it was very simple. I really liked that we could ask for help from supervisors or genius bar right from the application and that if anyone needed help or had a message it would pop right up.

    Cons

    I didn't have any issues with this program.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Easy to install and use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to use and install. No need to install over and over.

    Cons

    Sometimes update sucks. Usually hard to use after the update.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Stephanie from Myron

    Number of employees: 501-1,000 employees

    August 2018

    Five9

    Ease-of-use
    Functionality
    Quality
    Support

    We have been using the software for more than 6 years. Five9 was able to help create custom reports & be able to download files at a certain time. Were also able to help with the recording of calls & help us remain compliant at the same time

    Pros

    works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

    Cons

    sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Julie from Zip Recruiter

    Number of employees: 501-1,000 employees

    August 2018

    Five 9 is for call centers

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    our department all uses Five 9 and it's been very dependable. I highly recommend it for a call center especially

    Pros

    It's easy to use and integrates into our software. I have 4-5 programs open at any given time and five 9 to dial with. I caught on right away and it's easy to transfer, disposition, answer features, voice mail. very dependable

    Cons

    It disconnects with the internet lag, but that's the internet not five 9

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Paul from RetailCapital LLC

    Specialty: Financial Services

    Number of employees: 51-200 employees

    August 2018

    This product is very good for the money. Doesnt have all the fancy bells and whistles but it is a solid buy.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    For the money this system is solid.

    Pros

    We like the ease of use for the user, and manager. The system tutorials are very good, this helps the manager and user alike. Good system for the money.

    Cons

    Doesnt have the bells and whistles of other competitive products. The user might seem cheated if they have see other systems like this one.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Winnie from SmartPay

    Specialty: Software / IT

    Number of employees: 51-200 employees

    July 2018

    It's alright

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    It does the job of managing call centers and routing calls to call center agents. It is easy to operate once the system is up and running.

    Cons

    The user interface is rather archaic. Integration through the use of its API is possible, but it takes work.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    July 2018

    Very useful software for Call center business. Very customizable to your needs.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easy of use and great customer service

    Pros

    You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall.

    Cons

    Not much about the software not to like. So far no issues at all and fast response from engineers when needed.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    July 2018

    Hello, thank you for posting this great review. We at Five9 pride ourselves with our excellent customer support team and it's great to hear that our team is helping you customize our software to meet your needs. Let us know if you ever have any questions.

  • Verified Reviewer

    July 2018

    I've used a few different dialers, and Five9 was one of the easiest.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I loved how quickly the dialer responded. Working in an inbound sales floor it was important to be able to get connected quickly.

    Cons

    There were a few times that I struggled logging into the dialer, but it really wasn't that big of an issue.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    July 2018

    Thank you for your review. It's great to hear that our dialer is working so well for you and your team. Let us know if we can ever be of service.

  • Verified Reviewer

    July 2018

    Good call routing & reporting

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Good call routing engine, and really easy to use reporting module. The dashboards are useful for viewing on a larger screen.

    Cons

    Theres no database access, so reporting metrics are limited to what is programmed into the system. Five9 allows you to work around this by downloading CSV files to calculate what you need.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    July 2018

    Hello, thank you for taking the time to post your review. It's great to hear that Five9's reporting and intelligent call routing features are helping your team. If you have any questions about how to integrate Five9 with your CRM solution, please don't hesitate to reach out to your account manager.

  • Jillian from NexRep

    July 2018

    I like using Five9 in order to manage my time and keep track of my invoiced work.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It has a lot of different options so you can break down your time based on the activities that you are doing, so you can record your time fairly and accurately.

    Cons

    It is kind of hard to get installed, and I have to go into it a weird way every day because it doesn't play nice with my Java, but I'm used to the back way now so it still works well.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    July 2018

    Hello Jillian, We're glad to hear that our reporting features are helping you manage your time more efficiently and help you be more productive. Thanks for sharing your review.

  • Kelli from NexRep

    July 2018

    Great Customer Support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Five 9 is easy to download and very user friendly if your system is up to date. Customer support available 24/7 and very helpful.

    Cons

    Clashes with other programs and causes system to freeze. Works best with Windows versus Mac. Lags from time to time.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Erick from Scott an son llc

    Specialty: Telecommunications

    Number of employees: 11-50 employees

    July 2018

    A lot of technical issues and log off problems that seem to never end, tech team has us jumping through numerous hoops and making us send countless logs to no avail

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source

    Response: Kristin , Five9, Inc.

    July 2018

    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?

  • Francesco from EF English Live

    June 2018

    It was a good ssoftware for call centers but not the best one

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    What I use to like the most is that the live control and report was realy easy to use and working fast and properly

    Cons

    too many problems, software a bit old comparing with competitors and not with a really attractive graphic

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Christina from Choice Enrollment

    Number of employees: 2-10 employees

    June 2018

    With the bad hopefully there comes the good?

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Unless I start experiencing fewer errors or the tech support stops ghosting us. This is something I have a hard time recommending for anyone. Especially at the rate they charge per month.

    Pros

    What I liked most about this product is that it was a technological step forward for the business I work for to try and start utilizing. But it has been a painful learning curb.

    Cons

    From day one there were errors and issues using this product. From the system failing to connect users or the service not being compatible with our internet provider. There are tech support phone calls scheduled weekly to help move past the continuing issues.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    June 2018

    i use it in my workplace to contact custumer

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    a very good software to contact custumer and improve call performances

    Pros

    fonctionality, the tool is very intuitive and easy to use and make my daily work easy. Making call is very fast

    Cons

    not always easy to update it and can get stuck if its not up to date. But in general its fast and easy to use

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Shawn from JSE Networks

    Specialty: Pharmaceuticals

    Number of employees: 201-500 employees

    June 2018

    A++++ Cloud Call Center Solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I was the system administrator of an Online pharmacy which has several call center offices, here is where I was able to setup, administer and customize Five9.

    Pros

    Ease of setup and customization, very intuitive administration dashboard, an infinite amount of customization options, I love this cloud call center application/service.
    Their support is second to none, I dealt with their support team many times and I have to say I was very pleased with their willingness to help.

    Cons

    No any cons I found while administering and using Five9. I am struggling to come up with something I did not like about this cloud call center service

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Denise from Choice Enrollment

    Number of employees: 11-50 employees

    June 2018

    The learning curve can be interesting with this software.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Being able to have extended call options including adding an auto dialer.

    Pros

    Agent use is wonderful once it gets all the quirks down. Supervisor app is wonderful for call tracking, recording, time management, client tracking. Learning back office features can take awhile. The call recording feature is wonderful and works well with our customer management system AgencyBloc.

    Cons

    Back office features require extensive training. Set up and implementation can be a little tedious.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    June 2018

    Hi Denise, We're happy to hear that our supervisor features are helping your call center succeed. Let us know if you ever have any questions, we're here to help.

  • Jake from Legacy Telesales, LLC

    June 2018

    Love the supervisor seat but the agent side needs a makeover

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Supervisor seat has an iPad app
    Easy to manage multiple agents from the supervisor seat
    The best and safest software for compliance purposes

    Cons

    Slow response with support
    Java updates
    The interface looks and feels outdated
    No mobile app for agents

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    June 2018

    Thanks for posting your review, Jake. It's great to hear that you love the Supervisor app to manage your agents.

  • Thain from LevelAds Inc

    Number of employees: 2-10 employees

    May 2018

    A very well organized and professional company

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    reduction in operating costs

    Pros

    The technical support it receives from the support staff. The reporting features are amazing for rep and volume analysis

    Cons

    Automatic feature to set users to "ready" if in ACW for a set amount of time. No Android application

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    June 2018

    Hello Thain, Thank you for your excellent review. We're excited to hear that Five9 was able to reduce your operating costs and that our reporting features are working so well for your team. Please let us know if we can ever be of service.

  • Verified Reviewer

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

    May 2018

    Great software for a call center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy deployment to teams, great set of features and options for automated dialing and for supervising of calls, including live monitoring.

    Cons

    The only downside is that the PC clients require Java for running, which sometimes is an annoyance to manage, having to make sure you have the correct version installed.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Five9, Five9, Inc.

    June 2018

    Hello, Thanks for taking the time to post your review. It's great to hear that our dialer and supervisor features are working well for your team.

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