Five9
About Five9
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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.
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Most Helpful Reviews for Five9
1 - 5 of 454 Reviews
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.