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.



301 Reviews of Five9 Cloud Contact Center

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 301 reviews

December 2018

Marvin from Demandforce

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

They are solid!

Pros

Great for large sales teams and it does the job.

Cons

They sometimes have minor glitches but it gets fixed asap.

November 2018

nancy from safco

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

CALL CENTER CALLING MADE EASY

over all its good. it pulls up the customers information all in one easy accessible window.

Pros

its user friendly and has employees and supervisors able to communicate with each other through the system

Cons

when you ring the call bell it doesn't continue to ring so sometimes managers don't hear it

November 2018

Molly from TurnKey

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

3 of 5

November 2018

Gets the job done

Pros

You can transfer calls easily and add call ring groups.

Cons

Glitches and logs me out. Call quality is not the best.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

VOIP for the call center!

Pros

One of the best feature of this software is that it allows you to download a plug-in to your browser, so that way one can multitask will effectively helping customers.

Cons

The software uses a lot of RAM. So you have to make sure you use at least 8 gigs.

November 2018

Brian from Pole Star Experiential Learning

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2018

Alright Contact Center software

Pros

The ease of use is really good. User friendly for agents. Reduces the need for multiple programs.

Cons

Call distribution may not be the best. Some agents receive 100 calls some receive 40. Reporting features are cloudy due to dispositions

November 2018

Aaron from TurnKey Vacation Rentals

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

Good but not great

Pros

Better than most phone software we have used in the past. Integrates well with salesforce.

Cons

Reporting feature could be easier to use, the learning curve is a bit steep. Acts kinda like Salesforce reporting but not as flexible.

November 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Excellent data source

Excellent experience, all the information I needed was in that tool

Pros

A lot of reports created and an easy way to retrieve all of them

Cons

Sometimes it was difficult to know exactly which report was the one I was looking for

November 2018

Manny from LLS

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Functionality

3 of 5

November 2018

Productive Call Center

We are excited and have very positive feedback from users and customers. We are amazed on how customers and quickly getting their needs resolved, saving time.

Pros

We are expanding our call center and still testing the software in our environment. So far the feedback has been amazing and we are going to add more users by the year end.

Cons

Software updates require user caution and network administrator assistance for some updates. Other times there is no software problems with the program.

Response from Five9 of Five9, Inc.

Replied November 2018

Hi Manny, Thanks for taking the time to write your review. It's great to hear that you have received 'amazing' feedback about Five9 and our software is enabling your team to quickly resolve your customers' needs. Please let us know if we can ever be of service.

November 2018

Angela from Herbs & Vegetables

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

Five9 Review

Had a lot of problems with five9 when I used it. I would not likely use it again.

Pros

Great for work from home jobs, convenient.

Cons

Software has many issues. Guess offline regularly and needs rebooted.

Response from Five9 of Five9, Inc.

Replied November 2018

Hi Angela, thanks for your review. I'd like to forward your feedback to your account manager but unfortunately, I cannot find your account in our database. Please feel free to email rachael.scott@five9.com with your details so we can pass your review along.

November 2018

Wendee from CRF

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

My job my life

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 of Five9, Inc.

Replied November 2018

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.

November 2018

Henry from Goettl Air Conditioning

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

We use Five9 in our HVAC & Plumbing Industry

Pros

Just being objective, if you work in management, Five9 is a great tool to drill down on where your employees allocate their daily shift time. There are dispositions for "Ready To Make Calls", "Emails", "Breaks", "Training", "Meals", etc. In a way, it may be seen as remote micromanagement, but if that's your style...

Cons

I don't like when you're on a call and another call comes in. The interface is not very intuitive placing your current call on hold and grabbing the second one. Also, when people leave you voicemails, it doesn't provide you the time they called which is kind of annoying. I like to know if my prospective client called early in the morning, late in the evening, etc.

October 2018

Alba from Myron Corp

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

October 2018

Fast to connect

Overall is very easy to use and for us as we usually use to makes 300 calls +.

Pros

I like it because we don't have to be dialing every time we finish a call, the dialer automatically makes them, we just have to hung up the call and then the next one comes right after that.

Cons

I don't like that sometimes at least for our company there was not too much information about the person who we was calling and it was hard to ask for a contact person.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

2 of 5

October 2018

Call center phone system

Pros

It was generally easy to use. Pretty straight forward with the functions it offered.

Cons

I felt like it was glitchy quiet a bit. However when I used this product it was a little over a year ago. I would like to assume they have gotten these issues fixed.

October 2018

Gary from COMTEL Group

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

October 2018

Danixa from Ecco Outsourcing Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

October 2018

Elisabeth from Plum Direct Marketing

Company Size: 11-50 employees

Review Source


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

1 of 5

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 from Kristin of Five9, Inc.

Replied 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.

October 2018

Erica from Leasing & Etc

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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

September 2018

Tracy from Seattle Genetics

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

September 2018

Ramon E. from Far Eastern University

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.