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About Five9

Cloud CX Solution with Practical AI- Inbound, Outbound, ACD, IVR, CTI, Chat, Email, Social, Call Recording, and CRM Integration.

Learn more about Five9

Pros:

The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough.

Cons:

There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol).

Five9 ratings

Average score

Ease of Use
4.2
Customer Service
4.3
Features
4.1
Value for Money
4.0

Likelihood to recommend

7.7/ 10

Five9 has an overall rating of 4.2 out of 5 stars based on 472 user reviews on Capterra.

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Filter reviews (472)

cid
cid
Sales Manager in Honduras
Verified LinkedIn User
Consumer Services, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Great VOip Option

5.0 last year

Pros:

Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded.

Cons:

WORKING IN A CALL SENTER FOR SEVERAL YEARS.

Wil
CIO in US
Financial Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Too big to keep up

4.0 2 years ago

Comments: A stable relationship ended when other outbound dialer solutions specialized in that area became too much to pass over. We switched to Convoso and have been very happy.

Pros:

Five9s platform was very dependable. The support teams were top-notch.

Cons:

We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface.

Jennifer
Billing Dept in US
Financial Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Five9 Helo me help you

2.0 8 months ago

Comments: Not good - five 9 is hard to install and once closed for day it was a whole process to open . It was daily inhad to reinstall DAILY

Pros:

I liked the way it worked and when opened the functions it provided

Cons:

Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily

Wei Jie
Voice Infra Architect in Singapore
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Cloud Contact Center Solution for Ever Changing Business Need

4.0 3 years ago

Comments: Ease of deployment and expansion based on ever changing business need.

Pros:

Flexibility to expand and downsize the capacity

Cons:

Lack of Coverage and Support in certain region and countries outside US.

Farah
Sr. Manager in Bahrain
Consumer Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Five9 - for me it’s rating at 9

5.0 4 years ago

Comments: Amazing experience as an agent
Supervisor desktop is great for real-time monitoring
As an admin it’s straight forward and easy to setup

Pros:

Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor

Cons:

Wallboard feature to share data as a link is required New Integrations with newer brands are required customizations take longer to build

Kimberly
Independent contractor in US
Fund-Raising, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Easy to use

3.0 3 years ago

Comments: I really enjoyed the simplicity of use. I think once the bugs are worked out it will be a fantastic software.

Pros:

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

Cons:

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

Cora
Cora
Customer Care Representative in US
Health, Wellness & Fitness, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Easy to use but Crashes Constantly

2.0 5 years ago

Comments: 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.

Pros:

The 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.

Cons:

The 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.

Five9 Response

5 years ago

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.

Jenelyn
Customer service representative in Philippines
Telecommunications, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Jenelyn Review

5.0 8 months ago

Comments: Its very convenient to taking contacts and manage the all contacts

Pros:

It easy to get an survey or feedback to the customer and also to monitoring the all contacts and posted a notes to the conversation

Cons:

There's a some of bug there's having a lagging and sometimes late a response to the customer

Verified Reviewer
Verified LinkedIn User
Financial Services, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Best Product I've ever used

5.0 last year

Comments: I was one of the trainers on Five 9 for our company and the fact that it just keeps improving all the time, it's very user friendly, and the reporting is spot on and easy to download

Pros:

The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.

Cons:

Honestly nothing really. Compared to the old phone system we used previously; this is night & day.

Patricia
Client Support in US
Financial Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Five9

4.0 last year

Comments: The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.

Pros:

If 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.

Cons:

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

Jeyson
Dispatcher in US
Consumer Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Awesome

5.0 last year

Comments: I’m my opinion the program is great easy to navigate and quickly learn its functions.

Pros:

The accessibility and the fact it’s a hands on easy navigational program .

Cons:

The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls

Verified Reviewer
Verified LinkedIn User
Banking, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Good CTI

5.0 last year

Comments: Overall a great at CTI system

Pros:

Easy to integrate with Salesforce Call center.

Cons:

N/A. It functions as needed. Pricing is fair

Pedro
CEO in Colombia
Computer Software, 51–200 Employees
Used the Software for: Free Trial
Reviewer Source
Source: SoftwareAdvice

Alternatives Considered:

Mature omni-channel Contact Center platform

4.0 2 years ago

Comments: A mature and reliable platform but loses credibility after losing the leadership position in the Magic Quadrant of Gartner for CCaaS

Pros:

Easy of management, reliability, good performance, Voice IVR capabilities and rich voice features

Cons:

Looks like a multichannel platform handling digital channels in isolated modules

Thea
Customer Service Representative in Philippines
Outsourcing/Offshoring, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

FIVE 9 as an Innovative and Efficient tool for Outsourcing

5.0 2 years ago

Pros:

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.

Cons:

One 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.

Alberth
Tech Support Specialist in Honduras
Outsourcing/Offshoring, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Best contact center tool for customer service.

5.0 2 years ago

Comments: Easy and simply way to log in and start working.Personally I used it to keep track of my worked time and do outbound calls which were really stable and never had issues with the platform

Pros:

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

Cons:

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

Verified Reviewer
Verified LinkedIn User
E-Learning, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Very convenient and easy to use

4.0 3 years ago

Pros:

I liked having all the information avaliable to you right there for each client

Cons:

At first before auto dialing was set up at had to call each lead individually

Verified Reviewer
Verified LinkedIn User
Outsourcing/Offshoring, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Unbiased Review

4.0 6 years ago

Comments: 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.

Pros:

It'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.

Cons:

Reporting 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.

Five9 Response

6 years ago

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.

kevin
ccos 2 in US
Financial Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

how great five9 is

5.0 2 years ago

Comments: my experience have been great with no complaints

Pros:

smooth interface, works great in firefox, edge and chrome

Cons:

would like to see a mobile app for five9

Doug
Vice President
Management Consulting, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Five9 is the best Cloud based VOIP system we have found

5.0 7 years ago

Comments: We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.

Pros:

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Cons:

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Five9 Response

7 years ago

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

Angelina
Angelina
Customer Advocacy in US
Verified LinkedIn User
Restaurants, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Very Useful

5.0 5 years ago

Comments: 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.

Five9 Response

5 years ago

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

Subramanian
CTO in Philippines
Outsourcing/Offshoring, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Contact Center Specialist Insight

4.0 3 years ago

Comments: Its good system to start your contact center with value for money

Pros:

Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality

Cons:

Advance technology on analytics and AI related needs to be included

Adriana
Adriana
Director Of Financial Services in US
Verified LinkedIn User
Used the Software for: 1+ year
Reviewer Source

Five9 is the best software solution for out telephone needs.

5.0 7 years ago

Comments: Great reports and statistic metrics. Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased!

Pros:

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Cons:

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Five9 Response

7 years ago

Hello Adriana, It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service.

Tarell
Customer Service Rep in Jamaica
Outsourcing/Offshoring, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great Customer Interaction Software

5.0 3 years ago

Comments: My overall experience with nice has been great I think there should be some updates done

Pros:

What I like most is that integration to speak to customer and third party seller on a given interaction.

Cons:

I feel like your software is missing a performance report. We notice there was an issue with audio on majority of our interactions.

Wendee
Reset Specialist in US
Verified LinkedIn User
Automotive, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

My job my life

5.0 6 years ago

Comments: 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.

Five9 Response

6 years ago

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.

Stephanie
Sr. IT & Telecomm Admin in Canada
Marketing & Advertising, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Five9

5.0 6 years ago

Comments: We have been using the software for more than 6 years. Five9 was able to help create custom reports & be able to download files at a certain time. Were also able to help with the recording of calls & help us remain compliant at the same time

Pros:

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

Cons:

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information