Who Uses This Software?

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.


Average Ratings

344 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Five9
  • www.five9.com
  • Founded 2001
  • United States

About Five9 Predictive Dialer

Improve your talk time by 300% with Five9's Predictive Dialer. Automated dialing algorithms ensure the next caller is available when the next agent is ready. Your agents will spend less time dialing or listening to busy signals, and more time talking to customers, with easily adjustable dialing modes to fit your business needs. Five9 helps manage your lists and campaigns, monitor calls, report in real-time, coach agents and comply with TCPA. See why 2000+ customers trust Five9.


Five9 Predictive Dialer Features

  • Call Monitoring
  • Call Recording
  • Call Results
  • Call Transfer
  • Callback Scheduling
  • Campaign Specific Caller ID
  • Contact Management
  • FCC Compliance
  • FTC Compliance
  • Lead Capture
  • Lead Management

Five9 Predictive Dialer Reviews Recently Reviewed!


Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Apr 25, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons: There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Overall: The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Vendor Response

by Five9 on April 26, 2018

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Pretty pleased overall!

Dec 13, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: Don'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

by Five9 on December 19, 2017

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.

Five9 is the best Cloud based VOIP system we have found

Dec 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Vendor Response

by Five9 on December 19, 2017

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.

Five9 Review

May 29, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Cons: It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

Overall: It's incredibly valuable. The Supervisor Web application is great and provides valuable performance insights out of the box. It works incredibly well with Salesforce, and Five9 also has a plethora of strategic partner options for AI, Analytics, WFM, Quality Monitoring, Social Media, etc., that add further value to Five9's CC Software. We have a standing weekly meeting with our technical account manager that helps us maintain and implement all changes necessary. Further, this individual is always available when needed outside our standing calls.

Unbiased Review

Aug 23, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Vendor Response

by Five9 on August 24, 2018

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.

Powerful and Customizable

Apr 20, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

Pros: Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Cons: You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

Managing Interactions With Clients Has Never Been That Easy

Feb 28, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Pros: I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support - their managers can solve basically anything.

Cons: I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

4 year customer. Five9 is simple yet robust, meeting most of our needs.

Aug 27, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: 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.

Cons: Agent 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

by Five9 on August 28, 2017

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.

My job my life

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Vendor Response

by Five9 on November 16, 2018

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.

Capterra loader

One of the most call center software that you can find today

Sep 10, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: From 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.

Cons: Everytime 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.

Overall: 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.

Vendor Response

by Five9 on September 11, 2018

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.

Five9

Aug 16, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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

Overall: 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

Take Your Call Center to the Next Level

Apr 30, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Comments: Five9 was a huge investment into our call center.

Pros: The 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

Cons: If 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

by Five9 on May 21, 2018

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.

Reporting made easy!

Apr 26, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

1 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: The 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

by Five9 on May 21, 2018

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.

Their Name Holds True - Up 99.999% of the Time

Apr 11, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I used Five9 in one of my previous roles for 3+ years. In those 3 yrs of use Five9 only went down three, maybe four times and only for a short time at that.

The software was easy to use and can do quite a bit. The only reason I do not use Five9 now is because the company I work for now is too deeply entrenched in another VOIP service.

Five9 very seemlessly integrates with Salesforce and other CRMs.

Reporting is also another thing Five9 does very well. The custom reporting options is almost overwhelming but with a little practice and guidance you can really zero in on the metrics you want.

Cons: At the time, the non CRM user interface was a little dated but easy to use and reliable.

Overall: Five9 helped my department (and the company) manage several thousand calls per month with ease. It really is a great program and the customer service is on point.

Five9 is an easy to use web-based call center platform

Oct 31, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Cons: Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Overall: Much better view of what our call center was doing. Recorded calls are awesome.

Vendor Response

by Five9 on November 03, 2017

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

Five9 was easy to use when calling delinquent homeowners. Setting up call campaigns and loading

Dec 15, 2017
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Able 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.

Cons: It 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.

Overall: Able to make multiple call passes on the campaign.

Vendor Response

by Five9 on December 18, 2017

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.

Capterra loader

Five9 is the best software solution for out telephone needs.

May 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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!

Vendor Response

by Five9 on May 10, 2018

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.

Five9 meets our Call Center needs

Sep 25, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Custom service is helpful and goes above & beyond to help get my questions answered.

Pros: We have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.

Cons: Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

Vendor Response

by Five9 on September 26, 2017

Hi Tracy,
Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don¿t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.

Capterra loader

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.

Apr 04, 2018
4/5
Overall

1 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money

Pros: 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!).

Cons: Thousands 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.

Easy to learn and use

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: 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.

Cons: The 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

by Five9 on May 02, 2018

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.

It's so easy!

May 06, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that you can customize this software to meet your individual needs. It's very easy to set up a campaign, customize reports and to train the agents on using the software. I work in a correctional industry and I was very surprised at how easy it was to secure the software to meet the Department of Corrections security needs.

Cons: This software price is on the high end of the spectrum.

Overall: I really enjoy using this software. I have had a lot of great experience with customer service.

Vendor Response

by Five9 on May 08, 2019

Hi Lisa, Thank you very much for your review and sharing how Five9 has made you more successful in your job and in your industry. Please don't hesitate to reach out to us if we can ever be of service.

Five9 Review

May 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: I like that it is cloud based, which allows me to be mobile with my call center. We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support.

Cons: I feel like the reports are sometimes confusing.

Overall: It's been great! So much so that when we merged with another company, we convinced them to change from their service to Five9.

Vendor Response

by Five9 on May 08, 2019

Hello Damon, Thank you very much for your review and for sharing how Five9 has helped you and your team, especially during the hurricane season. Please don't hesitate to reach out to us if we can ever be of service.

Five9 is the Go-To in Call Center Software

Jan 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!

Pros: Five9 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.

Cons: As 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

by Five9 on January 16, 2018

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.

My experience with the Five software have been great.

Sep 25, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

Cons: The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

Overall: This software able the call center to answer calls on a daily basis.

Vendor Response

by Five9 on September 26, 2017

Hello Sherrine,
Thank you for the taking the time to post your review. We're glad to hear the coaching function is working well for you and your team. Let us know if you ever need anything.

Capterra loader

A great communication tool and easy to use

May 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I work at a call center and using Five9 has been a great experience as per we don't have to dial, it helps us saving time and generating more calls. It has an excellent reporting features that meet company's requirements.

Cons: The Five9 is very complex so people who are not used to work with this kind of program will have to be trained...but once you get familiar with it won't complain at all; it's worth it!

Vendor Response

by Five9 on May 14, 2018

Hello Scarleth, thanks for taking the time to write this excellent review. We are excited to hear that our dialer is helping your call center be more efficient. Please let us know if we can ever be of service.

Five9 - A suite of tools to manage your call center

Jan 24, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Not 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.

Cons: The manager application is still a java app. Its 2019, everything should be web-based.

Overall: Very happy with Five9. It's allowed us to scale our internal call center

Vendor Response

by Five9 on January 25, 2019

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.

We have used five9 for around three years. It is part of our success story.

Mar 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

Cons: The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

Overall: It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Vendor Response

by Five9 on April 02, 2018

Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.

Simple and seamless

Jul 16, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how easy it is to utilize, and the ability to quickly start using the service once it has been installed on a desktop.

Cons: Very rarely will have outages where the whole system is not functional and you can not receive or take calls for a long duration. (has only happened four times in the six years I have been utilizing)

Overall: Overall my experience with five9 has been positive, and I have benefited from using the software a lot. this have made my job easier by not having to worry about if my agents will understand how to use the soft phones or have issues.

Very useful software for Call center business. Very customizable to your needs.

Jul 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall.

Cons: Not much about the software not to like. So far no issues at all and fast response from engineers when needed.

Overall: Easy of use and great customer service

Vendor Response

by Five9 on July 24, 2018

Hello, thank you for posting this great review. We at Five9 pride ourselves with our excellent customer support team and it's great to hear that our team is helping you customize our software to meet your needs. Let us know if you ever have any questions.

Very happy with Five9

May 08, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

Cons: When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.

The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

Overall: In general, very happy. For a cloud based provider, I'm not sure anything else out there would do a better job of meeting our needs.

Easy to use, hits all the basics

May 29, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Let's be honest, the KPI's for contact centers vary little across industries - we need to be present for our customers and opportunities, and in a timely manner. Five9 hits all of the basics and more with their services, and are partnered appropriately should you desire to go beyond the norm.

Cons: No complaints - Five9 gets it done without fail, month after month after month...

Overall: They hit all of our tick-list items. We have no complaints whatsoever, and are quite pleased with Five9 as a business partner.

Overall Five9 has been a good phone applet for us

Oct 02, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: Overall you guy do a great job

Pros: For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Cons: Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot

Vendor Response

by Five9 on October 04, 2017

Debbie, We're glad to hear that our SalesForce integration is helping you eliminate redundant tasks and makes your team more efficient. Thanks for posting this review and please let us know if you ever have any questions.

We've been a customer for almost 6 years now. Very reliable software and support team.

Aug 28, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Easy to contact support. Very reliable. The app is lightweight, even old computer would work.

Cons: Installation on new computers - It sometimes creates conflict if you have the latest Java. But after installation everything will just run smoothly.

Overall: All incoming calls are being answered and taken cared of.

Vendor Response

by Five9 on August 28, 2017

Hi Aaron, Thank you for taking the time post this amazing review. We pride ourselves with our excellent customer support and are glad to hear Five9 is helping you take care of your inbound calls. Please let us know if you ever need anything.

Overall great

Apr 16, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Overall support was always helpful and 100% there through learning curve. User friendly. Web based and easy call flow

Cons: The recycle of calls if no answer. Seem to come around to quick and causes customers to compain on too many calls

Vendor Response

by Five9 on April 17, 2018

Hello, Thank you for your great review. We pride ourselves with the best support team in the industry and are glad to hear that our team is always there for you. Please don't hesitate to reach out if you ever have any questions about how to best use our features to meet your business needs. We're here to help.

I work with this daily making inbound and outbound calls

Apr 11, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I can see what I'm calling it there is no information imputed by opening the phone number in Google.

Cons: I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

Overall: I learned another software that multiple businesses in the industry use

Vendor Response

by Five9 on April 13, 2018

Hello Bethany, we're glad to hear Five9 is working well for you. Thanks for posting your review. Our team is here to help, so please don't hesitate to reach out to your account manager if you have any questions about any of our features.

Probably the easiest dialer for users to learn

Jan 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Pricey but effective

Pros: Ability to increase dials going out accordingly to users and hot times... Customized dispositions and effective calling sessions and call history

Cons: It's a bit pricey... Connection times between prospects and users are sometimes off and needs to be frequently adjusted

Vendor Response

by Five9 on January 31, 2018

Hi Erik, thanks for posting your review. We're excited to hear that our Predictive Dialer is helping your team be more efficient and productive. Please don't hesitate to reach out to your account manager if you have ever have any questions.

Capterra loader

Review

Aug 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Five9 is user friendly. It can be used and be applied to different apps and software.

Cons: Whenever the software updates, it causes the tool to stack up or lagged. The system can be disconnected if the tool was not updated.

Overall: The software itself is very useful for any business that have Customer Support. My overall experience with Five9 is very commendable.

Vendor Response

by Five9 on August 27, 2018

Hi Joshua,
Thanks for taking the time to post your review and recommending it for any business with a customer support team. Let us know if we can ever be of service.

Highly Recommended!

Aug 27, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Honestly, I love everything about this software- It is easy to use and easy to learn. Navigation is simple and I love the fact that the team was so willing to help me learn as when I started using this program I had many questions.

Overall: We use a blended campaign. Five9 has made it easy for us to run all campaigns at once to all stations or even separate it so we can have certain campaigns only on one stations and the other campaign on the other stations

Vendor Response

by Five9 on August 28, 2017

Hi Amanda, Thank you for posting this excellent review. We're happy to hear that Five9 is helping you with your campaign distribution. Our team is here for you, so if we can ever be of service, please don't hesitate to reach out to your account manager.

A++++ Cloud Call Center Solution

Jun 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I was the system administrator of an Online pharmacy which has several call center offices, here is where I was able to setup, administer and customize Five9.

Pros: Ease of setup and customization, very intuitive administration dashboard, an infinite amount of customization options, I love this cloud call center application/service. Their support is second to none, I dealt with their support team many times and I have to say I was very pleased with their willingness to help.

Cons: No any cons I found while administering and using Five9. I am struggling to come up with something I did not like about this cloud call center service

Five9

Sep 25, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Five 9 is a versatile and dynamic platform to use. Depending on the KPI's your center is looking to achieve there are numerous options and settings to make that possible. Some of the options were eye opening and with the efficiencies seen we saw a spike in production immediately

Pros: It is a very easy platform to learn. Our agents liked the features it offered, with different skills and campaign sets. The support team from implementation to ongoing support is very helpful. Our account manager and TAM respond in a timley manner and are genuinely invested in how the business is doing. The price is reasonable compared to other providers.

Vendor Response

by Five9 on September 27, 2017

Greg, Thank you for posting this excellent review and for sharing how Five9 has helped boost your contact center¿s efficiency and productivity. If we can ever be of service, please let your account manager know.

Softphone User

Sep 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: User-friendly. The user-interface is very clean and utilitarian.

Cons: Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Five9 offers a robust solution for inbound and outbound ACD

Jul 16, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Their solution has a very robust set of features to handle both inbound and outbound ACD needs. Salesforce integration as well as API integrations. They also have good deep reporting.

Cons: Their outbound dialing offering is more mature than their inbound calling solution. Although we can do plenty of great things on inbound calls there are times where it takes a lot more work to do things that are easily done on other platforms.

When working, very good

Aug 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, easy to transfer, simple way to make mass dials.

Cons: This tool has stopped working a few times and others the quality of sound has been off. Like robot voice sounding. When its working it works well, but big dog falls hard. Usually have to restart the computer and SFDC when it malfunctions. In some cases it asks you to re-download software that is already on your computer.

Overall: Good when its working as it should.

Vendor Response

by Five9 on August 23, 2018

Thank you for your review. It's great to hear our dialer is working well for your business. Please don't hesitate to reach out to your account manager if you ever have any questions about our features. We're here to help.

Well organized software, well prepared team

Dec 13, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Comments: Keep up the good work!

Pros: This program is very easy to learn making training a snap. Online support and telephone tech support are fast and available.

Cons: Very sensitive to fluctuations in internet connectivity: all other programs will still be running but the five9 app will need to reconnect.

Vendor Response

by Five9 on December 19, 2017

Hi Susan, thanks for posting your excellent review. We pride ourselves with the best customer support team in the industry, so please don¿t hesitate to reach out to us if you ever have any questions.

It's a helpful tool

May 03, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

Pros: This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

Cons: I haven't used all of the features. So far, I haven't experienced any major issues with this software.

Vendor Response

by Five9 on May 04, 2018

Hi there, we're happy to hear that Five9 is working so well for you and that our call recording feature is helping you provide great customer experiences. Thanks for taking the time to write this review.

Five9 review

Aug 24, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is very functional and rarely gives me issues. It has clear audio when working correctly and allows me to have clear long, conversations.

Cons: It has had some bug issues. It sometimes makes me log in and out consistently to make calls. Also dialing through satellites gives perception that we sometimes dial from "walmart". When not working correctly you can also sound like a robot occasionally.

Overall: Five9 overall is a very quality product. For the amount of dials we make it consistently works well however we do have some hiccups time to time. Overall a very good product.

Vendor Response

by Five9 on August 27, 2018

Hello William, thanks for sharing your feedback about Five9. It's great to hear our dialer is working well for your team. Please don't hesitate to reach out to our your account manager should you ever have any questions about our functionality. We're here to help.

Capterra loader

Five9

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use and functionality is great for the business, specially we are an online security company.

Cons: for nearly 4 years of use, I haven't really encountered any cons about this software

Overall: I can say that utilizing the five0 software, increased my performance as a sales executive

Vendor Response

by Five9 on September 25, 2018

Hello Adam,
Thank you for taking the time to share how Five9 helped you increase your sales performance. That's great to hear. Please don't hesitate to reach out if you ever have any questions.

Five 9

May 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is easy to install and setup on user machines as well as the IVR and call flow.

Cons: The only negative thing I can say about the Five 9 software is that it does not keep up well with Java updates. You need to use a specific version and if it auto updates then it will not allow Five 9 to operate until the correct version is reinstalled.

Vendor Response

by Five9 on May 08, 2019

Thanks for taking the time to share your experience with Five9.

Capterra loader

Decent but need improvement

Sep 13, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

Cons: It's clunky. The phone lines just flat out wouldn't work sometimes.

Vendor Response

by Five9 on September 17, 2018

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.

Good service

May 06, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that we are able to meet our customer needs efficiently with minimal disruptions.

Cons: Once in a while, we don't have 100% reporting - Five9 sometimes doesn't write to our CRM.

The info is easy enough t o retrieve for a manual write to our CRM though.

Vendor Response

by Five9 on May 08, 2019

Hi Christopher, thank you for taking the time to share your review about Five9. If you should have any questions at all please do not hesitate to reach out to us.