--- title: "Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Five9 the right Call Center solution for you? Explore 487 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" publication_date: "2026-11-03" --- Five9 4.2 (487) [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 November 3rd, 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 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 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 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 ## Showing most helpful reviews Showing 1-25 of 487 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use R Reviewer Customer service rep Used the software for: Less than 1 year ### "FIVE9DEN2112" October 1, 2026 4.0 Five9 is generally considered one of the leading enterprise CCaaS platforms, particularly for organizations that need advanced voice, AI, and omnichannel capabilities. Pros Strong cloud contact center capabilities. Good CRM integration options, Scalable for small to large organizations. Cons Pricing is generally quote-based and can be expensive for smaller businesses. Setup and customization may require specialist assistance. Review Source Monica M. TIER ONE REPRESENATIVE Used the software for: 3-5 years ### "MY FIVE9 PHONE FOR WORK" September 23, 2026 5.0 THE EXPERIENCE WITH FIVE 9 IS GREAT I LIKE WORKING ON THE PLATFORM. IT MAKES ME THINK I AM LIKE OPERATOR. Pros THAT IT IS A MODERN SWITCHBOARD THAT ANSWERS THE PHONE OF RECIEPIENTS OF INTREST TO A SUBJECT. FOR EXAMPLE: LIVE CALLS HANDLING ENTERTAINMENT OR HEALTHCARE RELATED CALLS. Cons THAT THE FEATURE WILL NOT ALLOW YOU TO CALL BACK CLIENTS IF IT IS NOT PROGRAMED TO. AND THE DISPOSITIONS CAN SOMETIMES NOT MATCH THE REASON OF THE CALL. Review Source R Reviewer Human Resources Specialist Used the software for: 1-3 years ### "Five 9 insights and what falls short." September 14, 2026 4.0 Pros Five9 provides a robust solution for managing customer and employee interactions across multiple channels. Cons Some areas of the platform could be more intuitive and streamlined for everyday users and sometimes creating reports can sometimes be complicated. support team responses times and troubleshooting can vary depending on the issue and support level. Review Source R Reviewer Operations Manager Used the software for: 1-3 years ### "Detailed Amin/User" June 25, 2026 4.0 The platform is reliable and offers enough features that if a strategy is built out and tested, it can run without cause for concern. Account security and compliance was never in question, and ticketing support would reach out consistently by phone and follow-up with an email. I do think Five9 would benefit from more automations and technical features such as call branding and IOS/Android screening features. Pros The platform allows for robust call IVRs and routing methods to ensure inbound volume is managed tightly. Every call is of great value and the logic, rules, and SLAs that can be built in helped drive results. Cons DID maintenance was difficult to manage on the platform. Exchanging DIDs was straight-forward, but getting them registered caused wait times and in turn accrued additional costs. Often times, certain area codes were unavailable to allow for matching with clients. Review Source VR Verified Reviewer Life Insurance Sales Used the software for: 1-3 years ### "Excellent Calling Platform for High-Volume Sales and Contact Centers" June 8, 2026 4.0 Five9 is a dependable platform that supported the demanding call volumes required in an outbound life insurance sales environment. The combination of call management tools, reporting capabilities, and automated dialling features helped improve efficiency and allowed me to focus more on conversations and less on manual dialling tasks. Pros What I liked most about Five9 was its ability to support high-volume outbound calling while keeping call management organized and efficient. 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. I also appreciated the reliability of the call quality and the ability to track call activity and performance metrics. The platform helped improve productivity and made it easier to manage a large volume of customer interactions throughout the day. Cons One downside is that the user interface can feel somewhat dated compared to newer cloud communication platforms. There can also be a learning curve for new users when navigating reports, call settings, and administrative functions. At times, I found certain workflows required more clicks than necessary, and I would like to see a more modern and streamlined user experience. Review Source VR Verified Reviewer Management Used the software for: I used a free trial ### "Review for you" May 25, 2026 5.0 Cons Security and Customer Support and Call Options and Features and Phone and Mobile Value for MoneyCall Management Review Source R Reviewer Manager Used the software for: 1-3 years ### "Powerful contact center solution" March 30, 2026 4.0 Reliable and scalable solution for managing your business contact center and combining with your CRM makes it even better Pros That works very well as a cloud contact center and very solid to integrate with salesforce through their apis allowing us to keep track of the calls Cons It require some technical knowledge in order to work with their api to be able to work between the systems Review Source Dionne Joy M. Service Hub Representative Used the software for: 3-5 years ### "Five9 is a powerful and feature-rich contact center for organization. " December 25, 2025 5.0 My overall experience is great, Five9 is reliable and stable contact center for organization. Five9 provide great service for inbound and outbound communication between customer and client. Pros Five9 is a great cloud-based contact communication platform. Five9 is very reliability and have advanced features, and strong customer support. Phone and mobile feature, great security, value for money and sales team. Cons Five9 is amazing, however can be expensive for small business. higher per-user costs may not suit smaller teams. Best recommended for large organization and training required for all staff members Review Source Megan M. Owner Used the software for: I used a free trial ### "Five9 review" December 15, 2025 5.0 Pros What i liked the most about Five9 is that as a busy business owner i can have peace of mind knowing that they will help with the front end of my work such as calls emails ect. and let me handle the work Cons What i did not like about five9 not much i have just started out with them so as of now nothing to bad hopefully not in near future as well Review Source R Reviewer CSR Used the software for: 3-5 years ### "Awesome product for contact centers!" December 1, 2025 5.0 I have used this product for around three years now and everyday I am thankful for having this tool. Pros Five9 is a everyday item that we use in the customer service world. This tool allows you to create the type of contact center your business needs. Cons Five9 honestly is great from a cost standpoint and gives you many things to complete the business need you need, there is nothing bad to say honestly. Review Source R Reviewer Software Engineering Director Used the software for: Less than 1 year ### "Five9 - One-Stop CCaaS Call Center Platform" January 29, 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 Review Source WJH Wei Jie H. Voice Infra Architect Used the software for: 3-5 years ### "Cloud Contact Center Solution for Ever Changing Business Need" June 20, 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. Review Source Shahriar B. Call center manager Used the software for: Less than 1 year ### "Junk software " March 28, 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. Review Source Wil W. CIO Used the software for: 1-3 years ### "Too big to keep up" January 13, 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. Review Source Farah M. Sr. Manager Used the software for: 3-5 years ### "Five9 - for me it’s rating at 9" July 2, 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 Review Source R Reviewer Independent contractor Used the software for: Less than 1 year ### "Easy to use" August 26, 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. Review Source R Reviewer Customer Care Representative Used the software for: Less than 1 year ### "Easy to use but Crashes Constantly" February 24, 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. Review Source R Reviewer TRAVEL AGENT Used the software for: 1-3 years ### "Five9 Experiences" October 28, 2025 5.0 My overall experience with Five9 is good. It has its moments but overall, it is a good system for any call center to have. Pros 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. Cons I did not like when I use to get alot of Spam Calls through the system. There were moments when calls were coming in and it was debt collectors or add calls and I was unable to remove them from coming to my line. Review Source R Reviewer Admissions Associate Used the software for: 1-3 years ### "Great CTI tool, very well integrated with Salesforce CRM" March 18, 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 R Reviewer Sr. Account Administrator Used the software for: 3-5 years ### "Very good call centre program to use!" December 17, 2024 5.0 Very good. It should be in every organization. Great training materials provided by the company and support is easy to get a hold of as well. Pros Easy to use interface. Was able to utilize it in a lot of companies I had worked for. Cons No cons per se. I did not notice any issues or bugs. Review Source Hollie S. employee (information specialist for share holders) Used the software for: 1-3 years ### "Very pleased with the software." June 3, 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 JR Jennifer R. Billing Dept Used the software for: 1-3 years ### "Five9 Helo me help you " June 18, 2024 2.0 Not good - five 9 is hard to install and once closed for day it was a whole process to open . It was daily inhad to reinstall DAILY Pros I liked the way it worked and when opened the functions it provided Cons Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily Review Source R Reviewer Dispatcher Used the software for: 3-5 years ### "Awesome " August 16, 2023 5.0 I’m my opinion the program is great easy to navigate and quickly learn its functions. Pros The accessibility and the fact it’s a hands on easy navigational program . Cons The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls Review Source VR Verified Reviewer Business Advisor Used the software for: 1-3 years ### "Very convenient and easy to use" August 9, 2022 4.0 Pros I liked having all the information avaliable to you right there for each client Cons At first before auto dialing was set up at had to call each lead individually Review Source R Reviewer Sales team supervisor Used the software for: 1-3 years ### "Telesales, auto dialer, live monitoring, the list is endless!" August 4, 2022 5.0 My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike. Pros Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly. Cons When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way. 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.