# Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Five9 the right Call Center solution for you? Explore 481 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132405/Five9/reviews --- Five9 4.2 (481) [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 March 13th, 2026 # Reviews of Five9 Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews 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 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 Dionne Joy M Service Hub RepresentativeHigher Education, 501 - 1,000 employeesUsed the software for: More than 2 years. “Five9 provide great service for inbound and outbound communication between customer and client.“ December 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 AR Amin R Data Analytics ManagerHealth, Wellness and Fitness, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “It does the job with efficiency and it's customizable from medium sized orgs to big operations and its fast and intuitive“ August 25, 2025 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 KW Kellie W ManagerHospital & Health Care, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Client Support: Five9's Al-driven routing and real-time analytics help streamline client interaction.“ August 18, 2025 AP Amitabh P Technical Support EngineerInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Automatic logout from the machines if you are not there for even 5 minutes.“ November 19, 2024 ## Showing most helpful reviews Showing 1-25 of 481 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 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 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 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 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 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. FM Freyxa M. Prequalification analyst Financial Services Used the software for: 6-12 months ### "THE KICKER FOR WARM TRANSFERS" May 22, 2025 4.0 My overall experience it was mostly as a daily user, it was really good. He did the job. It was really efficient and friendly. Pros It was really easy to be able to set up or start using as an employee this soft Word for phone calls, like transfer calls, warm, call cold transfer Cons What I can say that I didn’t like he was going to be regarding the automatic voicemail from our end, it was not really useful and sometimes it didn’t even work 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 SM Shaun M. Partner Marketing and Advertising Used the software for: 1-2 years ### "They're OK" December 1, 2024 3.0 Great company but for all around needs and functionality there are better choices Pros Not much, they were great when they started but seem to have fallen behind Cons See above answer, too many bells and whistles that did not work properly Review Source AM Amy M. Admin Government Administration Used the software for: 6-12 months ### "Amy's review " February 6, 2025 5.0 Pros Five9 is a great company. It provides a platform that gives different services. It is very up to date and advanced. Cons Nothing. It is a great tool for workplaces and professional environments. Review Source hS hollie S. employee (information specialist for share holders) Information Services Used the software for: 1-2 years ### "Very pleased with the software." June 2, 2021 5.0 A plus. Really made a huge difference for our company. Pros I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team. Cons At times it would run slow, and we would run into tech issues with dial up system some times. Review Source VR Verified Reviewer Operations Trainer Financial Services Used the software for: 1-2 years ### "Best Product I've ever used " November 7, 2023 5.0 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. Review Source CC Charmaine C. Customer service representative Automotive Used the software for: 1-2 years ### "Five9 - Effective & Efficient " October 14, 2022 4.0 For the most part, Five9 is simple to set up, easy to understand, and makes receiving, logging audiorecordings, and documenting calls very efficient. Pros The seamless connection between clients and the representatives off site (both in office and from home) Cons There are some features, such as end of call dispositioning, which require 2 separate clicks to complete. This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned. Review Source HG Helen G. Customer Solutions Manager Online Media Used the software for: 2+ years ### "Five9 Wizard" December 12, 2022 3.0 We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a negative impact on our customer experience. With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience and ultimately customer loyalty. Pros I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team. Cons Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues. 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 Scarleth M. Customer Service Rep Used the software for: 2+ years ### "A great communication tool and easy to use" May 10, 2018 5.0 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! Review Source Response from Five9 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. Similar Products Featured ## Related categories [IVR](https://www.capterra.com/ivr-software/)[Call Recording](https://www.capterra.com/call-recording-software/)[Auto Dialer](https://www.capterra.com/auto-dialer-software/) ## 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.