Five9

RATING:

4.2

(457)

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 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
Slide 1 of 4

Five9 Reviews

Overall Rating

4.2

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 449 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

Kimber

Consumer Services, 1,001-5,000 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

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2019

If you want the best...

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.

Reasons for switching to Five9

Nice didn't function properly with issues from lead management, to user functionality.

Vendor Response

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

Replied October 2019

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

Jeyson

Consumer Services, 201-500 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 August 2023

Awesome

I’m my opinion the program is great easy to navigate and quickly learn its functions.

PROS

The accessibility and the fact it’s a hands on easy navigational program .

CONS

The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls