# Page 3 | Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Five9 the right Call Center solution for you? Explore 482 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 (482) [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 # Page 3 - Reviews of Five9 ## Showing most helpful reviews Showing 51-75 of 482 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Donny H. IT Manager Information Technology and Services Used the software for: 2+ years ### "Five9 is a great Cloud Contact Center! " March 31, 2023 5.0 We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating. Pros Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers. Cons Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change. 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 VR Verified Reviewer Business Advisor E-Learning Used the software for: 1-2 years ### "Very convenient and easy to use" August 5, 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 Kristianna W. Sales team supervisor Insurance Used the software for: 1-2 years ### "Telesales, auto dialer, live monitoring, the list is endless!" August 3, 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 AKO Ana Karissa O. Trainer Information Technology and Services Used the software for: 2+ years ### "Five9 Feedback" January 1, 2023 5.0 Very smooth and no issue with monitoring calls Pros Easy to transfer calls and check recordings. Cons Customer information record in five9 are not accurate Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Not really a switch but both using Review Source cid M. Sales Manager Consumer Services Used the software for: 6-12 months ### "Great VOip Option" February 10, 2024 5.0 Pros Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded. Cons WORKING IN A CALL SENTER FOR SEVERAL YEARS. Review Source Aditya B. Tech support associate Information Technology and Services Used the software for: Less than 6 months ### "Best for inbound call processes" January 8, 2023 5.0 We used this daily for inbound and outbound call process. Didn't use any other so no comparisons but the UI was really simple with well defined tabs and a whole contact list.Once the agent got a call, it beeped to let the person know that he has got a call. However, there were real time updates as well over the manager's screen where he could see who is on call and who is on break which was helpful in managing the workflow throughout the day.There were call drops at times or no voice due to some network issues but overall it performed well. Pros Simplest UI with well defined tabsDisplayed everything important on screen, call time and everything elseManager/supervisor panel had a detailed information and helped in managing work flow Cons If there was a little bit of network trouble, the call dropped or there was no voice from the other end. Had to restart the station at times. Review Source VR Verified Reviewer Assistant Manager Outsourcing/Offshoring Used the software for: 2+ years ### "Unbiased Review" August 23, 2018 4.0 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. 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. Review Source Response from Five9 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. VR Verified Reviewer Strategic Business Development Information Technology and Services Used the software for: Less than 6 months ### "5-9 And Outbound Cold Calling" July 16, 2017 2.0 Pros User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing. Cons I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is. as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling 1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business. 2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call. Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly. Review Source Response from Five9 July 18, 2017 Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9. kC kevin C. ccos 2 Financial Services Used the software for: 2+ years ### "how great five9 is" September 16, 2022 5.0 my experience have been great with no complaints Pros smooth interface, works great in firefox, edge and chrome Cons would like to see a mobile app for five9 Review Source KH Kathy H. Lead Case Eval Attorney Legal Services Used the software for: 2+ years ### "Pretty pleased overall!" December 13, 2017 4.0 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). Review Source Response from Five9 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. DH Doug H. Vice President Management Consulting Used the software for: 2+ years ### "Five9 is the best Cloud based VOIP system we have found" December 6, 2017 5.0 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. Review Source Response from Five9 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. HAN Hazel Ann N. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Five9 Review" December 4, 2022 5.0 Pros This software it good. I am able to speak with the customers all over the world using this. Cons None so far. I've never had any issues with this software Review Source Angelina V. Customer Advocacy Restaurants Used the software for: 2+ years ### "Very Useful" December 13, 2019 5.0 Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with. Pros What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs. Cons I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone. Review Source Response from Five9 December 17, 2019 Hi Angelina, Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time. Best regards, Cindy VR Verified Reviewer Manager Cosmetics Used the software for: 2+ years ### "User friendly, organized, reliable" September 25, 2022 4.0 Easy to use, with common sense it can be used easily. So many features to choose from and explore. Pros Everything in one place, easy to use and build Cons Report building is overwhelming for those who lack knowledge. 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 SK Subramanian K. CTO Outsourcing/Offshoring Used the software for: 2+ years ### "Contact Center Specialist Insight" May 6, 2022 4.0 Its good system to start your contact center with value for money Pros Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality Cons Advance technology on analytics and AI related needs to be included Reason for choosing Five9 Easy deployment and cost effective Review Source DM Dave M. Email Marketing Consumer Services Used the software for: 1-2 years ### "My five9 experience" November 9, 2022 5.0 Five9 made my work ao much easier because it works so fast with my commands and reached made my calling easier as well Pros I use five9 everyday in my work as a customer service representative. I call customer all the time and five9 is very efficient soft phone I use because it works so fast and I did not experience technical problems ever since I used it Cons None that I can thin of in this software Review Source Adriana L. Director Of Financial Services Used the software for: 1-2 years ### "Five9 is the best software solution for out telephone needs. " May 7, 2018 5.0 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! 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. Review Source Response from Five9 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. SA Shawn A. Insurance sales agent Insurance Used the software for: 6-12 months ### "A great dialer for call center environments" November 15, 2023 5.0 Pros Tracking calls in queue, recording and live listening to active calls. Cons Does not track number of agents on calls very well, only shows active names, not a total # of agents. Review Source Max S. Contact Center Enigeer Telecommunications Used the software for: 2+ years ### "Five9 will give your team a High Five" February 12, 2021 5.0 Overall five9 is one of the leaders in the space and my experience with it has been great Pros This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one! Cons The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run. Review Source TB Tarell B. Customer Service Rep Outsourcing/Offshoring Used the software for: 2+ years ### "Great Customer Interaction Software" June 20, 2022 5.0 My overall experience with nice has been great I think there should be some updates done Pros What I like most is that integration to speak to customer and third party seller on a given interaction. Cons I feel like your software is missing a performance report. We notice there was an issue with audio on majority of our interactions. Switched from [Snapchat for Business](https://www.capterra.com/p/210733/Snapchat/) Better software. Review Source TA Tatiane A. telemarketing Consumer Services Used the software for: 6-12 months ### "sistema call center" October 7, 2023 5.0 otiMo facil de aprender Pros Bom gostei do sistema fácil de usar , tem bastante recursos Cons bom as vezes o sistema fica fora do ar mas volta rapidamente. Review Source SM Sebastian M. Ing. Sistemas Information Technology and Services Used the software for: 2+ years ### "Ayuda mucho" July 17, 2023 5.0 Pros Su herramienta para campañas entrantes y salientes esta muy bien establecida, es una herramienta intuitiva. Cons no tengo queja alguna de esta herramienta. Review Source CM Christopher M. Administrator Marketing and Advertising Used the software for: 2+ years ### "Hard to implement, but robust" August 6, 2019 3.0 It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign. Pros Once you get it going, which isn't easy at all, it doesn't quit running. Cons It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation. Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing Five9 My management decided it for me with no input from myself, as it what he was comfortable with in different situations. Switched from [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Poor management choices left for me to implement. 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.