Five9 Software

4.19 / 5 (378) FrontRunners

Our advisors have recommended this product 9 times in the last 30 days

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 repor...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

378 Reviews of Five9

Average User Ratings

Overall

4.19 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(165)

165

4 stars

(143)

143

3 stars

(50)

50

2 stars

(13)

13

1 stars

(7)

7

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 378 results

December 2019

Angelina from Synq3

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Restaurants

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

Response from Five9

Replied December 2019

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

October 2019

Kimber from OmniEngine

Company Size: 1,001-5,000 employees

Industry: Consumer Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

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.

Response from Five9

Replied October 2019

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

January 2021

Uma from GK

Company Size: 501-1,000 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2021

Five9 Review

Great experience with Five9. I use it every day to take incoming calls from our clients.

Pros

Super easy to use. The interface of the software is easy to read and understand. Easy to navigate around

Cons

I've had some issues with Five9 accidentally connecting to a bluetooth that is no longer in use, but otherwise it's an easy software to use

Reasons for Switching to Five9

Company made the switch decision

August 2019

Christopher from Retail services

Company Size: 11-50 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

3.0

Customer support

3.0

Functionality

2.0

August 2019

Hard to implement, but robust

It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.

Pros

Once you get it going, which isn't easy at all, it doesn't quit running.

Cons

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Reasons for Choosing Five9

My management decided it for me with no input from myself, as it what he was comfortable with in different situations.

Reasons for Switching to Five9

Poor management choices left for me to implement.

October 2020

David from Nickel Keynesbury

Company Size: 11-50 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source


Ease-of-use

5.0

Functionality

5.0

October 2020

Easy Call

Excellent caller ID, call recording, call back, scheduling etc. I think this software is a primus inter paris

Pros

This software offers a great multi Caller system, kind of interesting user interface, and a robust work system. We do not experience any bizarre call drops or strange output.

Cons

The initial setup was quite tough and the customer service was not up to par. However once we got the software working, it's been excellent.