Five9

RATING:

4.22

(444)

About Five9

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 perform...

Awards and Recognition

FrontRunner 2023
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.

Five9 Pricing

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.

Free trial: 

Not Available

Free version: 

Not Available

Five9 agents
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Five9 Reviews

Overall Rating

4.22

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4.5

Value for money

4

Functionality

4

Most Helpful Reviews for Five9

1 - 5 of 436 Reviews

Michael

10,001+ employees

Used less than 12 months

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

OVERALL RATING:

4

Reviewed February 2022

Solid VoIP with some quirks

User Profile

Angelina

Verified reviewer

Restaurants, 501-1,000 employees

Used daily for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2019

Very Useful

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.

Vendor Response

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

Replied December 2019

Farah

Consumer Services, 201-500 employees

Used weekly for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2021

Five9 - for me it’s rating at 9

Amazing experience as an agent Supervisor desktop is great for real-time monitoring As an admin it’s straight forward and easy to setup

PROS

Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor

CONS

Wallboard feature to share data as a link is required New Integrations with newer brands are required customizations take longer to build

Reason for choosing Five9

Standards of operations Security Service

Reasons for switching to Five9

Cloud contact center solutions are better in five9

Cora

Health, Wellness and Fitness, 501-1,000 employees

Used daily for less than 6 months

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

OVERALL RATING:

2

EASE OF USE

4

FUNCTIONALITY

4

Reviewed February 2020

Easy to use but Crashes Constantly

Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.

PROS

The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.

CONS

The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.

Reasons for switching to Five9

Truly was harder to use for our agents but was more reliable.

Vendor Response

Hi Cora, thank you for sharing your feedback. I've notified your enterprise sales director and he should be reaching out to you shortly to see if he can assist.

Replied February 2020

Lin

Hospital & Health Care, 5,001-10,000 employees

Used daily for less than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2020

Amazing Change Management Tool

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

PROS

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

CONS

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Reasons for switching to Five9

Updated interface. Needed more recording functions.

Vendor Response

Hi Lin, Thank you for taking the time to share your experience with Five9. Best regards, Five9

Replied July 2020