15 years helping British businesses
choose better software

What is Five9?

Five9 brings the power of Practical AI to the contact center to create smart, personalized omnichannel CX over the phone, web, chat, email, mobile and social. Predict the reason for the inquiry with customer intend data. Use intelligent routing to get your customers to the right agent. Provide intuitive self-service options to your customers. Automatically sync interactions to your CRM. Monitor, coach and report on performance in real-time. See why 2000+ customers trust Five9.

Who Uses Five9?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.

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Reviews of Five9

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Andrey
Andrey
Software Engineering Director in US
Verified LinkedIn User
Banking, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Five9 - One-Stop CCaaS Call Center Platform

5.0 5 months ago

Comments: Overall a great experience, multiple critical call center functions bundled into one easy to use, user friendly platform

Pros:

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Cons:

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Kimber
Management in US
Consumer Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

If you want the best...

5.0 5 years ago

Comments: The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Pros:

After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Cons:

The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

Five9 Response

5 years ago

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service. Best Regards, Cindy Seto Customer Advocacy Manager

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

Jenelyn Review

5.0 2 weeks ago New

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

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 6 days ago New

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 2 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.