--- title: "Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Five9 the right Call Center solution for you? Explore 484 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/132405/Five9/reviews/" page_type: "reviews" language: "en" --- Five9 4.2 (484) [View alternatives](https://www.capterra.com/p/132405/Five9/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 4th, 2026 # Reviews of Five9 Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews JV Jordan V Life Insurance SalesInsurance, 10,001+ employeesUsed the software for: 1-2 years. “In my life insurance sales role, I spent a significant portion of my day making outbound calls, and Five9 helped streamline that process through features such as call queues, call recording, reporting, and automated dialing capabilities.“ June 7, 2026 NW Nicholas W Operations ManagerLegal Services, 51 - 200 employeesUsed the software for: 1-2 years. “Often times, certain area codes were unavailable to allow for matching with clients.“ June 23, 2026 JV Jordan V Life Insurance SalesInsurance, 10,001+ employeesUsed the software for: 1-2 years. “Five9 is a dependable platform that supported the demanding call volumes required in an outbound life insurance sales environment.“ June 7, 2026 VP Viviana P TRAVEL AGENTHospitality, 11 - 50 employeesUsed the software for: 1-2 years. “I did not like when I use to get alot of Spam Calls through the system.“ October 24, 2025 VP Viviana P TRAVEL AGENTHospitality, 11 - 50 employeesUsed the software for: 1-2 years. “I liked that I was able to keep track of calls and have the ability to multitask between calls like conferencing a call instead of having to contact the person back.“ October 24, 2025 MG Monika G ManagerLaw Practice, 51 - 200 employeesUsed the software for: More than 2 years. “You lose a lot of business and end up paying employees to wait for them to fix it“ September 4, 2025 NW Nicholas W Operations ManagerLegal Services, 51 - 200 employeesUsed the software for: 1-2 years. “The platform is reliable and offers enough features that if a strategy is built out and tested, it can run without cause for concern.“ June 23, 2026 KW Kellie W ManagerHospital & Health Care, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Frequent software crashes and login issues“ August 18, 2025 ## Showing most helpful reviews Showing 1-25 of 484 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrey S. Software Engineering Director Banking Used the software for: 6-12 months ### "Five9 - One-Stop CCaaS Call Center Platform" January 25, 2024 5.0 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 Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Got a better deal on pricing and UI/UX looked better Review Source WJH Wei Jie H. Voice Infra Architect Hospital & Health Care Used the software for: 2+ years ### "Cloud Contact Center Solution for Ever Changing Business Need" June 15, 2022 4.0 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. Alternatives considered [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Reason for choosing Five9 Cloud Solution Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Global Strategy to reduce footprint for on-premise solution Review Source SB Shahriar B. Call center manager Food & Beverages Used the software for: Less than 6 months ### "Junk software " March 27, 2025 1.0 For last few moths that our company got this service, almost 12 different defects. Pros Nothing to like about system with too many prolems. Cons Not friendly and too many defects with unusual operations. Switched from [Marketing 360](https://www.capterra.com/p/148516/Marketing-360/) Finished backup service for softeware used by TELUS Review Source WW Wil W. CIO Financial Services Used the software for: 1-2 years ### "Too big to keep up" January 12, 2023 4.0 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. Reason for choosing Five9 Industry ranking and dependability. Switched from [Ytel](https://www.capterra.com/p/123451/X5-Cloud-Contact-Center/) We were looking for a more dependable platform at the time. Review Source FM Farah M. Sr. Manager Consumer Services Used the software for: 2+ years ### "Five9 - for me it’s rating at 9" June 30, 2021 5.0 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 Alternatives considered [ZIWO](https://www.capterra.com/p/171265/ZIWO/) Reason for choosing Five9 Standards of operations Security Service Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)[Webex Suite](https://www.capterra.com/p/237272/Webex/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Cloud contact center solutions are better in five9 Review Source KA Kimberly A. Independent contractor Fund-Raising Used the software for: Less than 6 months ### "Easy to use" August 24, 2021 3.0 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. Switched from [LiveOps](https://www.capterra.com/p/124415/LiveOps/) I'm an independent contractor and I use what the company I'm contracted to uses. usually they use liveops. Review Source KC Kimber C. Management Consumer Services Used the software for: 1-2 years ### "If you want the best..." October 1, 2019 5.0 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. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Nice didn't function properly with issues from lead management, to user functionality. Review Source Response from Five9 October 14, 2019 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 Cora D. Customer Care Representative Health, Wellness and Fitness Used the software for: Less than 6 months ### "Easy to use but Crashes Constantly" February 21, 2020 2.0 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. Switched from [Truly](https://www.capterra.com/p/175739/Truly/) Truly was harder to use for our agents but was more reliable. Review Source Response from Five9 February 25, 2020 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. JN Jack N. Admissions Associate Education Management Used the software for: 2+ years ### "Powerful CTI very well integrated with Salesforce CRM" April 9, 2025 5.0 I use Five9 to call all our potential candidates who showed interest or applied for our bootcamps. I can do high volumes of outbound and manage inbound calls. While the interface can feel a bit complex at first, once familiarized, it becomes a powerful tool for admissions outreach Pros \- Perfectly integrated with our CRM, I never need to enter a phone number manually - it pops up information about the person I'm calling - it also pops up information about inbound calls when the person is identified Cons \- sometimes the end of call workflow doesn't work properly based on the disposition I selected Review Source AP Amaury P. IT MAnager Staffing and Recruiting Used the software for: 6-12 months ### "Thumbs up for Five9!" May 19, 2025 5.0 i think Five9 gets the job done. It’s reliable for managing calls and agents, though there’s a bit of a learning curve at first. Once you're used to it, it works well. Pros Its simple for making calls and respond them. I like is not as other software that you don't know where to find the buttons, seems really user-friendly. Cons To me, the interface can feel a bit outdated and clunky at times, and occasional call drops were frustrating. Review Source GA Gabriel A. Admissions Associate Education Management Used the software for: 1-2 years ### "Great CTI tool, very well integrated with Salesforce CRM" March 14, 2025 5.0 I use Five9 everyday to call students already in my pipeline or I put myself active in the calling queue to call inbound leads Pros \- Quick dialup - Fast reactivity - Great integration with Salesforce contacts Cons \- It will be good to see directly the voicemails attached to the contact in Salesforce - Can't call a number if it's not a contact Review Source AP Amitabh P. Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Five9 cloud phone" November 19, 2024 3.0 We are using Five9 as a cloud contact support platform to call and interact with our customers. It is not that much efficient as we expected. Frequent session logout and audio quality issues cause trouble in doing work. Pros 1\. Easy to integrate with any ticketing tool. It is added as a plugin and is easy to use and manage. 2. You can setup from station based on Gateway or any id that you configured. 3. Proper reporting of incoming and outbound calls. Cons 1\. Automatic logout from the machines if you are not there for even 5 minutes. 2. Voice quality is not that much clear and good. 3. Very slow and time taking to start in the day. Review Source MA Marilyn A. Virtual Assistant Consumer Services Used the software for: 6-12 months ### "Good but it can be better " October 13, 2024 3.0 Pros So I like how simple the platform is overall. It’s not complicated at all, which is ideal for business applications. Cons Now, I believe it has a few issues that, if resolved, would be fantastic. Just to mention one or two, you can be in a call and get kicked out for no reason. Also, even after months of use, when you try to access it, it says it needs to be downloaded again. It also freezes during calls, which makes it a little difficult to deal with. Review Source SP Spencer P. Response Team Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable." April 25, 2018 5.0 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. 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. Review Source Response from Five9 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. IJ Ikiera J. CEO Real Estate Used the software for: 6-12 months ### "My Five9" May 31, 2022 5.0 Overall I really love using Five9, it's effective for the most part and navigation is pretty easy once you get used to the system, sometimes has it's glitches from time to time with login issues but would still recommend the software to anyone curious of purchasing. Pros I loved that it was easy to navigate, integrating our phone system software into Five9 was also simple. Monitoring, logging and recording calls are an absolute need for me to perform my job well. Cons There were some run-ins where the software was acting a bit crazy and not logging me in. I hated when I had to wait on support to reset my login, sometimes they took a bit longer than expected to respond to support tickets. Review Source MP Micha P. Technical Support Specialist Hospital & Health Care Used the software for: 1-2 years ### "For remote customer support employees" July 1, 2023 5.0 Reliable software for remote technical support work. Pros Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours. Cons If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user. It's annoying as the agent has to inquiry again to the customer over the phone. Maybe integrating an AI which recognizes the phone country code? Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Business Management decision Review Source JP Jenelyn P. Customer service representative Telecommunications Used the software for: 1-2 years ### "Jenelyn Review " June 7, 2024 5.0 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 Review Source dF dennis F. Sales specialist Marketing and Advertising Used the software for: 2+ years ### "Five 9 simple and efficient for call centers " September 18, 2021 5.0 We have been using it for years on in now and really never had any issues , if they do occur they are fixed rapidly Pros The ease of online dialing and being connected to your phone, monitoring calls, seeing what calls for which products are holding, Cons It could be some extra features I guess or maybe just made it more a little user friendly Review Source PC Patricia C. Client Support Financial Services Used the software for: 2+ years ### "Five9" October 23, 2023 4.0 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 Review Source Kevin P. Technical Support Representative Outsourcing/Offshoring Used the software for: 2+ years ### "One of the most call center software that you can find today" September 10, 2018 4.0 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. 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. Review Source Response from Five9 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. VR Verified Reviewer Owner Construction Used the software for: 6-12 months ### "Over promised and under delivered, completely wrong fit for our crm " December 8, 2021 2.0 ive neve wasted so much time in my life on one single problem. it has been a huge money pit, just make sure this company is fully compatible with your crm, it has been a TERRIBLE experience for us so far. Pros how efficient it is and that it can call multiple numbers at once and have the ability to have a pop up screen on your crm (IF COMPATIBLE) Cons the software does not integrate fully with our CRM, the sales rep said it fully was integratabtle, its been over 6 months now and it still doesn't work right. I've asked multiple times for a refund or extension of our amount of time we paid for and I haven't gotten any response. currently now they wont even answer us to try and resolve the integration issue. extremely frustrated with this company. Review Source VR Verified Reviewer Director of Client Acquisition Real Estate Used the software for: 1-2 years ### "Five9 Review" May 29, 2019 4.0 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. 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. Review Source VR Verified Reviewer IT Tech Information Technology and Services Used the software for: 6-12 months ### "Five9 - An effective softphone" July 8, 2022 4.0 Pros Having clear-cut, easy to use features for putting calls on hold, transferring to other parties, and establishing conference calls is a very impressive feat considering how many competitors products function. There are rarely issues with the software itself. Cons There are times when the core service will go down and the notifications to let you know that you are not connected need to be more visible. I have seen it before where the only indicator that your softphone is not active is a very small red X in the bottom right corner of the Five9 user interface. Review Source Sven H. CEO & Founder Used the software for: 1-2 years ### "By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box." April 4, 2018 4.0 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. Review Source VR Verified Reviewer Report Analyst Consumer Services Used the software for: 1-2 years ### "Good dialer for a small or new contact center!" September 10, 2022 4.0 Pretty good with ups and downs, it's just a good product to start your small contact center. Pros Easy to use and implement, agents and people, in general, understand how to use it pretty fast due to a simple interface. Cons Has some limitations and needs to improve in reporting and analytics. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.