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.

Agents
Agents

Agents

Agent dashboard

Agent dashboard

Supervisor dashboard

Supervisor dashboard

Handled interactions

Handled interactions

Email

Email

Email interaction

Email interaction

Supported Operating System(s):

Mac OS, Web browser (OS agnostic)



296 Reviews of Five9 Cloud Contact Center

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 296 reviews

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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

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

Review Source: Capterra

Manny from LLS

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Functionality

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.

Review Source: Capterra

Response: Five9, Five9, Inc.

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.

Angela from Herbs & Vegetables

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Response: Five9, Five9, Inc.

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.

Wendee from CRF

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Response: Five9, Five9, Inc.

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.

Henry from Goettl Air Conditioning

Industry:  Maintenance / Field Service

Number of employees:  51-200 employees

Ease-of-use

Functionality

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.

Review Source

Alba from Myron Corp

Number of employees:  51-200 employees

Ease-of-use

Functionality

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Gary from COMTEL Group

Industry:  Telecommunications

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source
LinkedIn icon
Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

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.

Review Source: GetApp

Danixa from Ecco Outsourcing Group

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Elisabeth from Plum Direct Marketing

Industry:  Marketing Services

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source

Response: Kristin, Five9, Inc.

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.

Erica from Leasing & Etc

Industry:  Real Estate

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source

Tracy from Seattle Genetics

Industry:  Healthcare / Medicine

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source

Ramon E. from Far Eastern University

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Adam from BrickHouse Security

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Five9

I can say that utilizing the five0 software, increased my performance as a sales executive

Pros

The ease of use and functionality is great for the business, specially we are an online security company.

Cons

for nearly 4 years of use, I haven't really encountered any cons about this software

Review Source: Capterra

Response: Five9, Five9, Inc.

September 2018

Hello Adam, Thank you for taking the time to share how Five9 helped you increase your sales performance. That's great to hear. Please don't hesitate to reach out if you ever have any questions.

LinkedIn icon
Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

best dialer

Pros

The integration with salesforce is unmatched

Cons

not being able (or the IT dept) to adapt it to old CRM.

Review Source: Capterra

Response: Five9, Five9, Inc.

September 2018

Hello, thank you for the great feedback regarding our direct integration with Salesforce. Let us know if you ever have any questions.

Jesse from MX.com

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Decent but need improvement

Pros

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

Cons

It's clunky. The phone lines just flat out wouldn't work sometimes.

Review Source: Capterra

Response: Five9, Five9, Inc.

September 2018

Hello Jesse, It's great to hear our direct integration with Salesforce is helping your team be more efficient. Thanks for sharing your feedback. Please don't hesitate to reach out to your account manager with any questions you may have.

LinkedIn icon
Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Softphone User

Pros

User-friendly. The user-interface is very clean and utilitarian.

Cons

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Review Source: Capterra

Nicole from 445 media

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Very easy to use dialer

I feel like within my company the five nine dialing software has helped us to achieve many more outgoing calls in an ineffective and timely manner

Pros

I found that five nine is a very simple dialing system and in the middle of dialing you're able to talk to your supervisor and co-workers easily through the chat email icon

Cons

Sometimes the dialer would freeze up on outgoing calls but this wasn't in a very common occurrence and overall I wouldn't really have any dislikes to note

Review Source: Capterra

Response: Five9, Five9, Inc.

September 2018

Hi Nicole, Thank you very much for posting this excellent review. We're glad to hear our dialer, and monitoring and coaching features are helping your team be more effective on the phone. Please don't hesitate to reach out if we can ever be of service.

Kevin from BrickHouse Security

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

One of the most call center software that you can find today

Overall experience is very astounding , the software itself is again very easy to use, support is always ready to help you, very recommendable to my friends and I am looking forward to use Five9 in the years to come.

Pros

From the very first day I started using Five9 I was amazed by how this software can do for you, it is very user-friendly and most of all their support team is very helpful. Doing inbound and outbound calls to people is very easy and It makes my job a lot more easier than the usual.

Cons

Everytime that there is an update on the software there will be errors that will pop right after, or giving me a hard time logging in again, I hope that they can do something about this very soon.

Review Source: Capterra

Response: Five9, Five9, Inc.

September 2018

Hello Kevin, Thanks for taking the time to share your feedback. We pride ourselves with having the best customer support team in the industry and it's great to hear you would recommend Five9 to your friends. Please let us know if you ever have any questions - we're here to help you succeed.


Displaying 1 - 20 of 296 reviews