# Page 6 | Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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: https://www.capterra.com/p/132405/Five9/reviews --- 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 March 13th, 2026 # Page 6 - Reviews of Five9 ## Showing most helpful reviews Showing 126-150 of 484 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Tech Lead Information Technology and Services Used the software for: Less than 6 months ### "One of the Best CTI solutions for your support center" September 27, 2022 4.0 Pros Live agent Agent status monitoring and call distribution based on rules. Cons Slight delay in call recording and transcript linkage to cases. Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Review Source VR Verified Reviewer Technical Support Representative Outsourcing/Offshoring Used the software for: 6-12 months ### "Five9 for business" August 22, 2018 5.0 We use Five9 as our dialler that is linked to another system that syncs customers information. It works superb. Pros the software is user friendly and does not need much technical knowledge to install and setup. The dialler even loads faster compared to other software that offers softphone option. Cons the only disadvantage is since the software works using the internet, the reliability of the connection depends on the internet speed. Review Source Response from Five9 August 24, 2018 Hello, thanks for taking the time to post your excellent review. We're happy to hear Five9's dialer and dialing speed is working so well for your team. AB Angela B. Client Service Rep Financial Services Used the software for: 6-12 months ### "Takes Getting Use to" August 19, 2021 4.0 Overall, when working from home, Five9 allow for me to keep in contact with team leaders and clients. I was able to use the platform to connect client from all across the country to necessary tax services. Pros I like being able to see that there is a call coming in and being able to edit the call information on the platform. Having the option to put clients on hold and view the time the call is on hold is plus Cons The caller id is not always accurate, especially when calls are being forwarded from physical office locations. Being able to seamlessly transfer clients without hiccups takes a lot of memory use, because of wordage. I also did not like the necessary reboots in the middle of a shift or call. Review Source VR Verified Reviewer Owner Market Research Used the software for: 2+ years ### "Predictive Dialer " April 10, 2019 5.0 Excellent would recommend in a heartbeat Pros Excellent platform all kinds of support affordable easily scalable Cons not very much at all other than the odd outage but that hasn't happened since I first used the software Review Source VR Verified Reviewer Sales Representative Telecommunications Used the software for: 2+ years ### "best dialer" September 18, 2018 5.0 Pros The integration with salesforce is unmatched Cons not being able (or the IT dept) to adapt it to old CRM. Review Source Response from Five9 September 21, 2018 Hello, thank you for the great feedback regarding our direct integration with Salesforce. Let us know if you ever have any questions. SG Selena G. Call Center Agent Legal Services Used the software for: 6-12 months ### "Very Effective Cloud Phone Software " February 4, 2021 4.0 Overall I found this a fantastic software. It really does the job you need it to in both an effective and fairly simple way. It has lots of features depending on what you need from it and I think it’s a great addition to anyone needing direct customer communication. Pros Five9 did exactly what it was meant to. It gave me a cloud telephone system that allowed me to make and receive necessary calls, in a fairly straightforward format. For the most part it had great, clear sound, and a steady connection so long as I had a wired connection. I think it’s a solid program that can be configured exactly as you might want or need it which makes it very valuable. Cons Installing it was a multi step process. And I could see how this could go wrong for some doing this at home with no I.T, if they’re not particularly tech savvy. But it’s not overly complex, just something to note. I also believe it worked best on Chrome, but that could have just been my computer. Review Source VR Verified Reviewer Director, Workforce Management Outsourcing/Offshoring Used the software for: 2+ years ### "Good call routing & reporting" July 17, 2018 5.0 Pros Good call routing engine, and really easy to use reporting module. The dashboards are useful for viewing on a larger screen. Cons Theres no database access, so reporting metrics are limited to what is programmed into the system. Five9 allows you to work around this by downloading CSV files to calculate what you need. Review Source Response from Five9 July 20, 2018 Hello, thank you for taking the time to post your review. It's great to hear that Five9's reporting and intelligent call routing features are helping your team. If you have any questions about how to integrate Five9 with your CRM solution, please don't hesitate to reach out to your account manager. TF Tony F. VP of Sales and Business Development Telecommunications Used the software for: 2+ years ### "Five9 User - 8+ Years" May 6, 2022 4.0 Pros The supervisor screen, ease of campaign builds and changes, and reporting access. Cons Customer service is a bit slow and never know who you are going to get. Review Source DL Damon L. SVP of Operations Health, Wellness and Fitness Used the software for: 2+ years ### "Five9 Review" May 7, 2019 5.0 It's been great! So much so that when we merged with another company, we convinced them to change from their service to Five9. Pros I like that it is cloud based, which allows me to be mobile with my call center. We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support. Cons I feel like the reports are sometimes confusing. Review Source Response from Five9 May 8, 2019 Hello Damon, Thank you very much for your review and for sharing how Five9 has helped you and your team, especially during the hurricane season. Please don't hesitate to reach out to us if we can ever be of service. PC Pedro C. CEO Computer Software Used the software for: I used a free trial ### "Mature omni-channel Contact Center platform " April 13, 2023 4.0 A mature and reliable platform but loses credibility after losing the leadership position in the Magic Quadrant of Gartner for CCaaS Pros Easy of management, reliability, good performance, Voice IVR capabilities and rich voice features Cons Looks like a multichannel platform handling digital channels in isolated modules Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Bright Pattern](https://www.capterra.com/p/130369/Bright-Pattern/) Reason for choosing Five9 Sales approach and support Review Source SK Shannon K. CSR Telecommunications Used the software for: 6-12 months ### "Easier than Avaya" November 17, 2022 5.0 It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to use. Pros Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day. Cons I do not like how easy it can get lost in the multiple tabs of my web browser that I have to use each night. You also have to make sure you are careful in changing your call status and that it sticks. Review Source Ramon E. T. Lecturer Education Management Used the software for: 1-2 years ### "Recomended for Home-Based Job" September 26, 2018 5.0 Pros As an appointment setter specialist, Five9 always saves the day. It is the most reliable and cheapest VoIP service provider in the market, not to mention their dedicated customer service support available 24/7. Cons Sometimes, the extension crashes all of a sudden and after which you need to reconfigure the set-up. Review Source EL Elisabeth L. VP Sales Marketing and Advertising Used the software for: Less than 6 months ### "Typical Salesperson..." October 9, 2018 1.0 Pros Its an automatical dialer that will get your sales people hooked up to calls. I have nothing else positive to share, ehich is sad. Cons Most sales people could make many more dials working manually. The five9 team made alot of promises and didnt deliver on them. The salesperson seemed knowledgeable and high level but frankly was just very good at rebuttals and telling the customer what they wanted to hear. When it got time to purchase and use the software there were a number of items that just werent true or left out: Easy training Easy startup Ability to leave voicemails automatically (tech person setting us up was adamant about us NOT using this). Left out that we needed to buy lines Left out that it would be more money to have local numbers. Additionally, these guys bill you for an extra month after you cancel. The no contract contract or month to month, is in fact month to every few months. Talking to management about Coming ip with resolutions or not paying for services unrendered has been ridiculous. Review Source Response from Five9 October 19, 2018 Hello Elisabeth, this is not the experience we want our customers to have. I have confirmed that your case was escalated and reviewed internally, and I also forwarded your review to your account manager. SF Steve F. Assistant Vice Chancellor of Enrollment Systems and Analytics Higher Education Used the software for: 2+ years ### "Very happy with Five9" May 8, 2019 5.0 In general, very happy. For a cloud based provider, I'm not sure anything else out there would do a better job of meeting our needs. Pros As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system. Cons When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be. The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools. Review Source AR Anthony R. Call Center Manager Telecommunications Used the software for: 2+ years ### "Simple and seamless" July 16, 2019 5.0 Overall my experience with five9 has been positive, and I have benefited from using the software a lot. this have made my job easier by not having to worry about if my agents will understand how to use the soft phones or have issues. Pros I like how easy it is to utilize, and the ability to quickly start using the service once it has been installed on a desktop. Cons Very rarely will have outages where the whole system is not functional and you can not receive or take calls for a long duration. (has only happened four times in the six years I have been utilizing) Review Source VR Verified Reviewer Training Lead Consumer Services Used the software for: 2+ years ### "Easy to install and use" August 17, 2018 5.0 Pros Easy to use and install. No need to install over and over. Cons Sometimes update sucks. Usually hard to use after the update. Review Source VR Verified Reviewer Facilities Manager Used the software for: 2+ years ### "Very useful software for Call center business. Very customizable to your needs. " July 23, 2018 5.0 Easy of use and great customer service Pros You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall. Cons Not much about the software not to like. So far no issues at all and fast response from engineers when needed. Review Source Response from Five9 July 24, 2018 Hello, thank you for posting this great review. We at Five9 pride ourselves with our excellent customer support team and it's great to hear that our team is helping you customize our software to meet your needs. Let us know if you ever have any questions. CG Cecelia G. Sr. Housing Counselor Non-Profit Organization Management Used the software for: 1-2 years ### "Five9 was easy to use when calling delinquent homeowners. Setting up call campaigns and loading " December 15, 2017 4.0 Able to make multiple call passes on the campaign. Pros Able to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees. Cons It was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information. Review Source Response from Five9 December 18, 2017 Hello Cecelia, Thanks for posting your review on how Five9 helped you execute your campaign more effectively. If you ever have any questions about our reporting features, please don't hesitate to reach out to your account manager. RH Rob H. WFM Phone Routing Coordinator Retail Used the software for: 1-2 years ### "Five9 - Cloud Based Phone" December 2, 2019 3.0 This was a very good, affordable option and has excellent reporting availability. It does not have great connectivity. Pros The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based. Cons The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work. Review Source VR Verified Reviewer Quality Assurance Analyst Consumer Services Used the software for: 6-12 months ### "Successful and easy platform" November 15, 2017 3.0 Being able to look at data and listen to calls. Pros This is great for smaller call centers. Very user friendly and easy to navigate. The thing I love about five9 is the information you can gather on your call floor. There are tons of stats and pie charts that depict the type of calls your taking and how long things are taking. It's a great place to start because it can inspire you in ways that you might need to grow as a company. Cons I don't know that this would be the best option for a large call center, though it could be! This software is very dated though. It could really use an update. Review Source Response from Five9 November 16, 2017 Thank you for this great review. We're happy to hear that our reporting features are giving you the insights you need to grow your business. Please don't hesitate to reach out to your account manager should you ever have any questions. Jacob A. Guest Relations Restaurants Used the software for: Less than 6 months ### "Excellent solution and quickimplementation turnaround." December 13, 2017 5.0 Met urgent needs for IVR. Excellent, proven product. Pros The software allows for flexible management of IVR and agents. Even a small call center environment can benefit from the better visibility and control offered by Five9. On a short deadline, Five9 was able to configure and implement the solution to meet our urgent requirements. Also, the tools are easy to operate, lessening the dependence on support after implementation. Cons The software GUI could use some updating. This doesn't affect the functionality or ease of use, but the administrative tool especially feels dated. Review Source Response from Five9 December 14, 2017 Hello Jacob, Thank you for taking the time to write this excellent review. We're glad to hear that our quick turnaround and implementation helped you meet the urgent needs of your call center. Please don't hesitate to reach out if you ever need anything. TW Tracy W. Medical Information Operation Specialist Medical Practice Used the software for: 2+ years ### "Committed Staff " September 26, 2018 4.0 Pros The team I am currently working with at Five9 have been wonderful. We are moving to the HTML version, which is more visual appealing and less clunky than the Java version. Cons You must answer the phone through your headset. There is no option to answer through the computer/speakers. Review Source iH ingrid H. SALES Retail Used the software for: 2+ years ### "Five9 for small business" November 12, 2022 4.0 I used the system daily. I feel like there were things that could have made it easier to use and therefore faster. Though the quality of the call was good. For the customer, the most important thing is that it is not crackly, not difficult to hear you. So in some ways that is the most important thing when looking for a good program. Pros the quality of the call was always good, never crackley Cons they layout was difficult to navigate sometimes Review Source Michael L. Head of Customer Service Ops Financial Services Used the software for: 6-12 months ### "Not impressed" July 18, 2019 2.0 Pros I liked the features that they offered to my company. Cons It seems very outdated and when we left them, we had to pay to get our call records. ?!?!?! Reason for choosing Five9 Their features. Review Source Response from Five9 July 22, 2019 Hi Michael, Thank you for leaving your feedback. Based off of your feedback it seems that while you were a customer at Five9 you were happy with the features and support. We are sorry that you have moved away from Five9 and hope that you will consider Five9 in the future. KG Kevin G. Vice President of Operations Consumer Services Used the software for: 2+ years ### "Easy to use, hits all the basics" May 29, 2019 5.0 They hit all of our tick-list items. We have no complaints whatsoever, and are quite pleased with Five9 as a business partner. Pros Let's be honest, the KPI's for contact centers vary little across industries - we need to be present for our customers and opportunities, and in a timely manner. Five9 hits all of the basics and more with their services, and are partnered appropriately should you desire to go beyond the norm. Cons No complaints - Five9 gets it done without fail, month after month after month... 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.