--- title: "Five9 Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Five9. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Five9 is a good fit for you!" source_url: "https://www.softwareadvice.com/voip/five9-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Call Center Software](https://www.softwareadvice.com/call-center/) / [Five9](https://www.softwareadvice.com/call-center/five9-profile/) / Five9 Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/five9-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/five9-profile/alternatives/) # Five9 User Reviews ## Reviews summary - Overall rating: 4.2/5 - Total reviews: 522 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.3/5 - Value for money: 4.0/5 - Functionality: 4.1/5 ### Rating distribution - 5 stars: 263 reviews (50%) - 4 stars: 173 reviews (33%) - 3 stars: 60 reviews (11%) - 2 stars: 16 reviews (3%) - 1 star: 10 reviews (2%) ### Most mentioned pros - The platform allows for robust call IVRs and routing methods to ensure inbound volume is managed tightly. - Five9 provides a robust solution for managing customer and employee interactions across multiple channels. - I do think Five9 would benefit from more automations and technical features such as call branding and IOS/Android screening features. ### Most mentioned cons - One downside is that the user interface can feel somewhat dated compared to newer cloud communication platforms. - There were moments when calls were coming in and it was debt collectors or add calls and I was unable to remove them from coming to my line. - higher per-user costs may not suit smaller teams. ## Five9 customer reviews Showing reviews 1-25 of 522 (page 1). ### Easy VCC Administration and Straightforward Campaign Deployments - Overall rating: 5/5 - Reviewer: David - Verified reviewer: Yes - Industry: Insurance - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Right now we primarily use the contact center for inbound sales leads. We are able to route the calls by state and prioritize area codes. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 #### Pros The ease of use with VCC administration. The deployment of campaigns is straight forward and easy to update on the fly. #### Cons I don't like the web interface. The old java version of VCC administration was the best and I launch it in the web instead of using the web version. --- ### Efficient Omnichannel Tools and Stellar Support, with Rare Audio Glitches - Overall rating: 5/5 - Reviewer: Noha H. - Company size: 51-200 employees - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I use Five9 to manage calls, text, and live chat on one platform, where everything is tracked so reporting is accurate, easy, and can be auto-scheduled. It’s efficient, gives us everything we need at a reasonable cost, and the support team is professional, knowledgeable, and quick to assist. #### Pros I use Five9 for calls, texts, and live chat. It’s very efficient, and I like optimizing multiple communication channels on the same platform. Everything is tracked, so reporting is accurate and easy, and I can schedule reports automatically. Five9 offered everything we needed at a reasonable cost. The setup was very easy and efficient. The support team is top notch: professional, extremely knowledgeable, and quick to assist. Kadashie Centeno has helped us many times, and without him we would have struggled. #### Cons I rarely have the audio cut in and out, but sometimes callers can’t hear us. --- ### Five9 Keeps Key Rep Info Visible with Fast, Easy Navigation - Overall rating: 5/5 - Reviewer: Natania O. - Industry: Consumer Services - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The onboarding process. Making it easier for the TSA's to qualify and move on without adding any additional information. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 #### Pros I like the information Five9 gathers and keeps visible for the reps. Its easy to navigate and i would rate the speed of the software a solid 8/10. #### Cons The call glitches that happen occasionally when multiple reps end up on calls amongst each other. --- ### Very good product - Overall rating: 5/5 - Reviewer: John B. - Industry: Medical Practice - Company size: 51-200 employees - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Agent efficiency, we can use less to do more #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 #### Pros Ease of use, Rep support is very good and helpful #### Cons NOthing................................. --- ### Fast Setup and Strong Call Oversight, Though AI Takes Work - Overall rating: 5/5 - Reviewer: Tege M. - Company size: 201-500 employees - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Five9 gives me metrics, lets me monitor calls and see staff attendance in the queue, and makes oversight and supervision of the call queue much easier. #### Pros I like that Five9 gives me metrics, lets me monitor calls, and shows staff attendance in the queue, which makes oversight and supervision of the call queue much easier. The interface is pretty straightforward, and I like that it ties into our CRM, Salesforce. I’m much happier with Five9 than I was with CC for Teams. The setup was amazingly fast—we were up and running within four weeks of signing the contract, which was incredible. #### Cons I’ve been struggling to get our AI off the ground, though I think it’s mostly on our end. We’re struggling to make useful, concise articles to trigger in Agent Assist. --- ### Another Satisfied Customer - Overall rating: 5/5 - Reviewer: WIlliam C. - Industry: Banking - Company size: 51-200 employees - Product usage: 3-5 years - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Our ability to segment and direct Inbound caller based on need. The flexibility to create IVR portions to serve different departments is also helpful. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 #### Pros The Admin Portal has been a great help. Even while maintaining a usable Java format is also a nice feature. Ease of use, freedom to be as broad or granular as needed. #### Cons Can't really think of an issue I am not satisfied with. --- ### Reliable, User-Friendly Call Management with Powerful Reporting and CRM Integration - Overall rating: 5/5 - Reviewer: Sirecka S. - Industry: Health, Wellness and Fitness - Company size: 201-500 employees - Product usage: 5+ years · a few times a year - Reviewed: November 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Five9 Intelligent Cloud Contact Center Platform helps streamline customer interactions by providing a centralized solution for call handling, call routing, call recording, and performance monitoring. It allows agents to manage customer contacts more efficiently while giving supervisors visibility into team performance through real-time reporting and analytics. This benefits me by improving productivity, reducing time spent navigating multiple systems, ensuring quality standards are met, and helping deliver a better customer experience through faster and more effective issue resolution. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 #### Pros What I like best about the Five9 Intelligent Cloud Contact Center Platform is its reliability, user-friendly interface, and comprehensive call management features. The platform makes it easy to handle inbound and outbound calls efficiently while providing useful tools such as call recording, real-time reporting, workforce management, and CRM integration. I also appreciate the cloud-based flexibility, which allows agents and supervisors to work effectively from virtually anywhere while maintaining productivity and service quality. #### Cons There is nothing I dislike about the platform --- ### Makes Call Management and Performance Tracking Effortless - Overall rating: 5/5 - Reviewer: Amanda C. - Industry: Wholesale - Company size: 2-10 employees - Product usage: 1-3 years · daily - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. helps centralize call management, agent activity, and performance monitoring in one platform. It provides better visibility into productivity, call handling, and reporting, allowing me to manage my team more efficiently #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 #### Pros making it easier to manage calls, monitor activity, and track performance. #### Cons Occasional technical issues, and the time it can take to navigate certain features --- ### Flexible Configurations and Feature-Rich Tools That Fit Our Business - Overall rating: 5/5 - Reviewer: Karli J. - Industry: Hospital & Health Care - Company size: 11-50 employees - Product usage: 1-3 years · weekly - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We’re currently working on a customized configuration and our TAM Will has been instrumental with using his skills to build it out and make it happen! #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 #### Pros There are a lot of bells and whistles, but we’ve been able to adapt and use configurations well for our business. #### Cons As with all technology I think the most difficult thing is isolating bugs, however our TAM Will and the support team address tickets in a timely fashion. --- ### Excellent Visibility Into Rep Metrics and Helpful Five9 Support - Overall rating: 5/5 - Reviewer: Stephanie K. - Industry: Transportation/ Trucking/ Railroad - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: November 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We are always getting updates about additional functions being added which is nice. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 #### Pros Utilizing Five9 has allowed us to have visibility on representative metrics more than we have before with other platforms before that we have utilized. Our assigned rep Mek has also been very helpful when we originally were integrating our platforms into Five9. #### Cons The only downside is the digital interactions. It does not separate threaded emails since it is on a per interaction basis so that can cause some of our digital metrics to be a bit muddy. --- ### Pharmacy Support Specialist - Overall rating: 4/5 - Reviewed: November 2026 - Industry: Insurance - Company size: 51-200 employees Five9 has been beneficial in adapting to specific operational needs, improving client and call tracking. The inability to integrate with a main clinical management software presents a challenge for some users. Full review available after login on Software Advice --- ### Customer Service Department Manager - Overall rating: 3/5 - Reviewed: November 2026 - Industry: Entertainment - Company size: 51-200 employees As a manager, the visibility provided by Five9 into department activities is beneficial for identifying trends and improving processes. The remote desktop performance, however, is an area that requires improvement. Full review available after login on Software Advice --- ### Assistant Manager - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Non-Profit Organization Management - Company size: 11-50 employees The reviewer appreciates the helpfulness of their account representative in resolving issues and finding solutions. Despite this support, they have experienced disruptive connection problems that have impacted their calling experience. Full review available after login on Software Advice --- ### Director of Admissions - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Consumer Services - Company size: 2-10 employees The reviewer appreciates the consistent communication with their Five9 representative, which is a significant advantage. Conversely, the supervisor platform's failure to update in real time poses challenges for tracking remote operations. Full review available after login on Software Advice --- ### Member Service Manager - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Insurance - Company size: 51-200 employees This calling solution is appreciated for its cloud-based security features, which help protect against hacking. Users have reported occasional call interruptions that can disrupt communication. Full review available after login on Software Advice --- ### Supervisor - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Management Consulting - Company size: 51-200 employees The reviewer appreciates how easy it is to learn and maintain the Five9 platform, which aids in providing better customer service. The platform's features contribute to a more organized approach to handling customer interactions. Full review available after login on Software Advice --- ### Customer Service Manager - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Hospital & Health Care - Company size: 201-500 employees The reviewer appreciates the seamless functionality of Five9, especially in call management and support. They emphasize the importance of the callback feature, which enhances patient communication. Full review available after login on Software Advice --- ### Verified reviewer - Overall rating: 5/5 - Reviewed: November 2026 - Company size: 51-200 employees The reviewer values the responsive support from Five9, noting that they can quickly resolve issues as they arise. They also find the reporting features easy to use for verifying call data against their CRM. Full review available after login on Software Advice --- ### Verified reviewer - Overall rating: 5/5 - Reviewed: November 2026 - Company size: 11-50 employees Transitioning to Five9 from no contact center was smooth, aided by helpful support and an intuitive system. While the desktop experience is strong, the mobile interface for the supervisor dashboard needs improvement. Full review available after login on Software Advice --- ### Clinical Services Supervisor - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Consumer Services - Company size: 11-50 employees As a supervisor of remote Clinical Case Managers, the reviewer appreciates how Five9 allows for effective monitoring of call activities and employee performance without physical presence. The reviewer notes that while the platform is valuable, the reporting tools could be more user-friendly to streamline performance tracking. Full review available after login on Software Advice --- ### Verified reviewer - Overall rating: 5/5 - Reviewed: November 2026 - Company size: Self-Employed Five9 is recognized for its user-friendly interface and smooth initial setup, making it suitable for managing customer interactions. The reviewer mentioned that the costs and implementation process could benefit from being more affordable. Full review available after login on Software Advice --- ### Verified reviewer - Overall rating: 3/5 - Reviewed: November 2026 - Company size: 51-200 employees The reviewer appreciates the quick support from the technical account manager and the support team, which helps address issues effectively. Despite the difficulties faced during implementation, the platform's capabilities are valued. Full review available after login on Software Advice --- ### Training Associate - Overall rating: 5/5 - Reviewed: November 2026 - Company size: 201-500 employees Onboarding with Five9 is described as easy and effective, contributing to a positive user experience. However, users have encountered persistent audio and connection challenges with various headsets, which restricts their options. Full review available after login on Software Advice --- ### Director of Community Experience and Engagement - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Financial Services - Company size: 11-50 employees The ongoing support from the Technical Account Manager has positively impacted the experience with Five9. Despite its strengths, the platform's complexity in configuration and reporting can hinder efficiency in making routine adjustments. Full review available after login on Software Advice --- ### Sr. Customer Service Manager - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Retail - Company size: 51-200 employees The centralized nature of Five9 allows for better management of customer interactions and agent performance, which is crucial for call centers. There are concerns regarding the effectiveness of the workforce management feature, as it is a newer addition to the platform. Full review available after login on Software Advice ---