All Five9 Reviews
1-25 of 454 Reviews
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Michael
Higher Education, 10,001+ employees
Used less than 12 months
OVERALL RATING:
4
Reviewed February 2022
Solid VoIP with some quirks
Ilan
Verified reviewer
Design, 1 employee
Used weekly for less than 2 years
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.
PROSThe 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.
CONSIf 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.
Lin
Hospital & Health Care, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2020
Amazing Change Management Tool
We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.
PROSFive9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.
CONSFive9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.
Reasons for switching to Five9
Updated interface. Needed more recording functions.
Vendor Response
Hi Lin, Thank you for taking the time to share your experience with Five9. Best regards, Five9
Replied July 2020
Cora
Health, Wellness and Fitness, 501-1,000 employees
Used daily for less than 6 months
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.
PROSThe 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.
CONSThe 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
Shawn
Insurance, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
4
Reviewed November 2023
A great dialer for call center environments
Tracking calls in queue, recording and live listening to active calls.
CONSDoes not track number of agents on calls very well, only shows active names, not a total # of agents.
Farah
Consumer Services, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2021
Five9 - for me it’s rating at 9
Amazing experience as an agent Supervisor desktop is great for real-time monitoring As an admin it’s straight forward and easy to setup
PROSEasy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor
CONSWallboard feature to share data as a link is required New Integrations with newer brands are required customizations take longer to build
Reason for choosing Five9
Standards of operations Security Service
Reasons for switching to Five9
Cloud contact center solutions are better in five9
Pam
Hospital & Health Care, 10,000+ employees
Used daily for less than 12 months
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
PROSAfter 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.
CONSFrom 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
Kevin
Verified reviewer
Outsourcing/Offshoring, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSFrom 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.
CONSEverytime 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.
Vendor Response
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.
Replied September 2018
Sven
Verified reviewer
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
1
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2018
By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.
The only automated dialer app for outbound calls I have found that actually works with Salesforce. Fast and reliable, handles prioritization of lead pipe in near realtime, flexible in setting up campaigns and rules. Inbound is also powerful, and blending in/outbound works like a charm. Once I got it working it is by far the best Salesforce dialer (I have tried all the big ones!).
CONSThousands of settings in various places so very difficult to setup. Lacks basic sales process in the out of the box setup (eg no scheduling of callbacks) so took months of experimenting with Salesforce workflows etc to build a working sales process. Had big problems before we finally got it right, and the sales team initially hated it because of all the problems. Inbound is soooo complex that I do not even dare to touch the flow setup myself.
Patricia
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Five9
The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.
PROSIf the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.
CONSFive9 integrates with Zendesk, If zendesk doesn't work neither does Five9
Sigmund
Verified reviewer
Consumer Goods, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2022
Works for Small Businesses
It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to shell out additional payment per agent to be able to have your data stored for longer within the ecosystem
PROSEasy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring
CONSRecords are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!
Jesse
Verified reviewer
Financial Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed September 2018
Decent but need improvement
Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.
CONSIt's clunky. The phone lines just flat out wouldn't work sometimes.
Vendor Response
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.
Replied September 2018
Kathy
Legal Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2017
Pretty pleased overall!
Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.
CONSDon't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours... Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).
Vendor Response
Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.
Replied December 2017
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2018
Unbiased Review
They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.
PROSIt's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.
CONSReporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.
Vendor Response
Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help.
Replied August 2018
Corbin
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
4 year customer. Five9 is simple yet robust, meeting most of our needs.
Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.
CONSAgent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.
Vendor Response
Hello Corbin, Thank you for taking the time to post this review. We're glad to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager with any questions or feedback about the features we offer. We're here to help.
Replied August 2017
Michael
Medical Practice, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed May 2018
Take Your Call Center to the Next Level
Five9 was a huge investment into our call center.
PROSThe reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience
CONSIf you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.
Vendor Response
Thank you for posting this great review, Michael. We’re excited to hear that our reports are helping you increase your review and productivity. Please don’t hesitate to reach out if we can ever be of service.
Replied May 2018
Oscar
Medical Practice, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed April 2018
Reporting made easy!
I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.
CONSThe functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.
Vendor Response
Hi Oscar, thanks for sharing your review about our reporting features. It’s great to hear the report are working well for you. Please feel free to reach out to your account manager should you ever have any questions about the reports or any other features.
Replied May 2018
Thea
Outsourcing/Offshoring, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
FIVE 9 as an Innovative and Efficient tool for Outsourcing
Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.
CONSOne enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.
Donny
Verified reviewer
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
Five9 is a great Cloud Contact Center!
We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.
PROSFive9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.
CONSPrice and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.
Reasons for switching to Five9
Growing as a company
Cecelia
Non-Profit Organization Management, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2017
Five9 was easy to use when calling delinquent homeowners. Setting up call campaigns and loading
Able to make multiple call passes on the campaign.
PROSAble to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees.
CONSIt was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information.
Vendor Response
Hello Cecelia, Thanks for posting your review on how Five9 helped you execute your campaign more effectively. If you ever have any questions about our reporting features, please don't hesitate to reach out to your account manager.
Replied December 2017
Diana
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
Easy to learn and use
I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.
CONSThe one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.
Vendor Response
Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.
Replied May 2018
Kristianna
Verified reviewer
Insurance, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Telesales, auto dialer, live monitoring, the list is endless!
My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike.
PROSFive9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.
CONSWhen pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.
Aleesha
Real Estate, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed January 2018
Five9 is the Go-To in Call Center Software
Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!
PROSFive9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.
CONSAs with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.
Vendor Response
Hi Aleesha, thank you for taking the time post this excellent review. We’re very glad to hear that Five9 is working so well for you. Please don’t hesitate to reach out if you ever have any questions.
Replied January 2018
Matt
Utilities, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2019
Five9 - A suite of tools to manage your call center
Very happy with Five9. It's allowed us to scale our internal call center
PROSNot only does the Five9 platform have great VOIP features, it also has a great set of manager tools to monitor and audit calls. The call center can run smoothly with its wide variety of utilities.
CONSThe manager application is still a java app. Its 2019, everything should be web-based.
Vendor Response
Hi Matt, Thank you for taking the time to leave this great review. It's great to hear that Five9 has helped scale your contact center and that our supervisor features are helping you track your performance. Please don't hesitate to reach out if you ever have any questions.
Replied January 2019
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed July 2021
Not So Great, Pass if You Can
It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.
PROSIt is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.
CONSThe software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.