Five9

RATING:

4.2

(462)

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...

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.

Starting price: 

$175.00 per month

Free trial: 

Not Available

Free version: 

Not Available

Five9 agents
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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 454 Reviews

Michael

Higher Education, 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

Ilan

Verified reviewer

Design, 1 employee

Used weekly 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

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed September 2022

Five9 Review

When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable.

PROS

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor. Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

CONS

If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

Pam

Hospital & Health Care, 10,000+ employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed October 2019

Highly Recommend Five9, after failed implementation of 3 other apps

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

PROS

After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

CONS

From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Reasons for switching to Five9

We experienced regular issues/outages with PureCloud. Bad experience with implementation and support of the product

Vendor Response

Hi Pam 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.

Replied December 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

User Profile

cid

Verified reviewer

Consumer Services, 51-200 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed February 2024

Great VOip Option

PROS

Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded.

CONS

WORKING IN A CALL SENTER FOR SEVERAL YEARS.