# Page 4 | Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - 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

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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/)

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Last updated March 13th, 2026

# Page 4 - Reviews of Five9

## Showing most helpful reviews

Showing 76-100 of 481 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

KL

Krystyna L.  
Quality Assurance Manager  
Information Technology and Services  
Used the software for: 1-2 years

### "Managing Interactions With Clients Has Never Been That Easy"

February 28, 2019

4.0

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.

Review Source

WC

Wendee C.  
Reset Specialist  
Automotive  
Used the software for: 2+ years

### "My job my life"

November 6, 2018

5.0

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.

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.

Review Source

Response from Five9

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.

VR

Verified Reviewer  
Operator  
Retail  
Used the software for: 1-2 years

### "Not So Great, Pass if You Can"

July 25, 2021

3.0

It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.

Pros

It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.

Cons

The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.

Review Source

OF

Osman F.  
Manager  
E-Learning  
Used the software for: 1-2 years

### "Powerful contact center solution"

March 27, 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

Alternatives considered

[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

Reason for choosing Five9

It offered what we needed at the moment, the flexibility on how to setup the users and the price.

Review Source

VR

Verified Reviewer  
Sales Manager  
  
Used the software for: 2+ years

### "Overall great"

April 16, 2018

4.0

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

Review Source

Response from Five9

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.

SB

Stephanie B.  
Sr. IT & Telecomm Admin  
Marketing and Advertising  
Used the software for: 2+ years

### "Five9"

August 16, 2018

5.0

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

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

Review Source

VR

Verified Reviewer  
Web Developer  
Computer Software  
Used the software for: 6-12 months

### "Five9 for Web Developers"

November 22, 2023

4.0

Pros

It has sophisticated routing and queueing capabilities and it has real time monitoring features. The API of Five9 integrates the CRM into the businesses systems.

Cons

The systems with integrated API require a lot of maintenance, because of the newer versions.

Review Source

RR

Ray R.  
Salesforce Administrator  
Wholesale  
Used the software for: Less than 6 months

### "Admin Review of Five9"

January 30, 2024

4.0

Pros

Five9 was hands-on during the setup. Their promises stated that Five9 had everything that we needed.

Cons

What we received is not what we were promised. Limited integration with Salesforce. Support quality is hit or miss.

Reason for choosing Five9

Salesforce dropped the ball while in discussion with our legal team.

Switched from

[InGenius](https://www.capterra.com/p/156349/InGenius-Connector-Enterprise/)

InGenius had limited functionality and was dropping Mitel integration.

Review Source

VR

Verified Reviewer  
Technical Support Representative  
Consumer Electronics  
Used the software for: 2+ years

### "Softphone User"

September 12, 2018

4.0

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

Review Source

GG

Garry G.  
Principal  
Consumer Services  
Used the software for: 2+ years

### "Five9 - stellar software"

November 16, 2021

5.0

Top echelon corporation. From the sales personnel to the implementation team and then round back to after sales support Five9 is a stellar performer.

Pros

The ease of deployment was key. We had experienced a catastrophic failure of our older telephony system and the Five9 team stepped up and deployed a FAR SUPERIOR solution in record time. Afterwhich, it just worked...

Cons

There is not much to find fault with. Earlier I marked it as 5 stars across the board --- that says it all.

Review Source

JC

Jon C.  
CEO  
Financial Services  
Used the software for: 6-12 months

### "Don't waste your time."

June 4, 2021

1.0

Setup was long and painful. Once we were up and running it was difficult to monitor calls and run reports. We missed so many calls that using Five9 would have cut our revenue in half. The only way it could have been worse is if the customers just received a busy signal. I have been trying to cancel everything out for the last 3 months and can't get a call back from our rep.

Pros

The phone in Salesforce looks nice. Clean looking design.

Cons

Everything else. Reports are the worst I've seen. The tech even had issues trying to set the filters for a report to run. The only way to monitor calls is to run reports which are a lost cause.

Review Source

VR

Verified Reviewer  
Area Sales Manager  
Computer Software  
Used the software for: 1-2 years

### "When working, very good"

August 21, 2018

4.0

Good when its working as it should.

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.

Review Source

Response from Five9

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.

SG

Skyler G.  
Sales Director  
Consumer Services  
Used the software for: 2+ years

### "Their Name Holds True - Up 99.999% of the Time"

April 11, 2019

5.0

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.

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.

Review Source

VR

Verified Reviewer  
Product Developement Assistant  
  
Used the software for: 2+ years

### "It's a helpful tool"

May 3, 2018

4.0

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.

Review Source

Response from Five9

May 4, 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.

BI

Briam I.  
ING. Sistemas  
Information Technology and Services  
Used the software for: 1-2 years

### "Características y funcionabilidad."

October 7, 2023

5.0

Pros

Ofrece una gran cantidad de características y funciones que otros no contienen, su soporte es rápido y eficiente a comparación de otros aplicativos de este tipo.

Cons

Deberían mejorar su conocimiento ya que el primer nivel de it no soluciona la mayoría de las fallas

Review Source

Adam G.  
Sales Executive  
Security and Investigations  
Used the software for: 2+ years

### "Five9"

September 19, 2018

5.0

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

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

Review Source

Response from Five9

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.

LV

Lin V.  
IT Analyst  
Hospital & Health Care  
Used the software for: 1-2 years

### "Amazing Change Management Tool"

July 8, 2020

5.0

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Pros

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Cons

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Review Source

Response from Five9

July 13, 2020

Hi Lin, Thank you for taking the time to share your experience with Five9. Best regards, Five9

ET

Erick T.  
Owner/manager  
Telecommunications  
Used the software for: 1-2 years

### "A lot of technical issues and log off problems that seem to never end, tech team has us jumping through numerous hoops and making us send countless logs to no avail"

July 10, 2018

2.0

Please stop blaming us for the problems of five9 it is unprofessional and does not show that you value your customers satisfaction and is a little disheartening to be called a liar and to call our employees liars.

Pros

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

Cons

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

Review Source

Response from Five9

July 23, 2018

Hi Erick, this is definitely not the experience we want our customers to have. I tried to forward your feedback to your account manager, but I am unable to find you in our customer database. Can you please email me directly at rachael.scott@five9.com so I can help you resolve your issue?

MR

Michael R.  
Executive Director of Franchising  
Medical Practice  
Used the software for: 2+ years

### "Take Your Call Center to the Next Level"

May 1, 2018

5.0

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.

Review Source

Jesse T.  
Marketing Automation Manager  
Financial Services  
Used the software for: 2+ years

### "Decent but need improvement"

September 13, 2018

4.0

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.

Review Source

Response from Five9

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.

Michael L.  
Senior Recruiter  
Higher Education  
Used the software for: 6-12 months

### "Solid VoIP with some quirks"

February 4, 2021

4.0

Overall, Five9 is a good VoIP option with solid voicemail/transfer features. Some bugs and issues seem to be present consistently, but they aren't an unsolvable issue.

Pros

Five9 has a good system of organizing calls, including missed calls, voicemail, reminders, etc. I am able to track my calls and average handling time right on the main screen which helps with meeting my goals.

Cons

There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol). There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and restart to fix.

Review Source

Michael K R.  
Digital Marketing Strategist  
Marketing and Advertising  
Used the software for: 2+ years

### "Five9"

September 6, 2018

3.0

Pros

I liked the automated dialer and ease of use for the call center

Cons

The dialer would work 80% of the time and then it would go down. It would interfere with the teams productivity and overall daily goals.

Review Source

Response from Five9

September 7, 2018

Hello Michael, Thank you for your feedback. Please don't hesitate to reach out to your account manager if you have any questions about how to optimize Five9's features or functionality for your business. We're here to help.

Steven M.  
Operations Support Specialist  
Financial Services  
Used the software for: 1-2 years

### "An easy way to stay connected"

October 11, 2019

5.0

We implemented this software as a way for our Senior directors and C-level to communicate with those reporting under them (not just direct reports). The few lines of feedback provided helped employees at all levels feel connected to management, especially as these were personalized responses.

Pros

Using this software we were able to increase communication between employees and their manager. By posting anywhere from 1 to 3 questions per week, managers could get a quick finger on the pulse of their department.

Cons

Not really against the software, but initial buy-in and participation was low (until made mandatory). After about two months of consistent submissions and replies though people were bought into the software and new feedback process.

Review Source

Response from Five9

October 14, 2019

Hi Steven, thank you so much for taking the time and sharing 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. Thanks for being part of the family. Best Regards, Cindy

CM

Corbin M.  
Account Services Manager  
  
Used the software for: 2+ years

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

August 27, 2017

4.0

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.

Review Source

Response from Five9

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.

VR

Verified Reviewer  
Account Executive (Automotive)  
Computer Software  
Used the software for: 6-12 months

### "DownTime"

August 24, 2018

2.0

fine, I have not used a service like this for cold calls... it gets the job done, however not always reliable.

Pros

It's extremely easy to use. definitely cuts down the steps it takes to make a phone call. Recording a call is extremely easy and I enjoy the simple interface. Tracking is key.

Cons

I have noticed a lot of down time, call drops and fuzzy voice. If your computer is running slow, you cannot interact with the system. Customer service takes a while.

Review Source

Response from Five9

August 27, 2018

Hello, this is not experience we want you to have. I'd like to forward your feedback to your account manager but unfortunately, I cannot see your company information. Please email me at rachael.scott@five9.com so I can help you get in touch with your account manager, or feel free to email him or her directly. Thanks.

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