Who Uses This Software?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.


Average Ratings

244 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Five9
  • www.five9.com
  • Founded 2001
  • United States

About Five9

Five9 makes your sales agents up to 300% more productive. Enable your agents to make more calls and be more effective on the phone. Powered by Practical AI, intelligent routing uses customer intent data to get calls to the right agent and provides next steps guidance before they answer the call. Smart Dialer triple you agents time with live prospects so they can sell more. And everything automatically syncs with your CRM. See why 2000+ customers trust Five9.


Five9 Features

  • Collaboration
  • Contact Management
  • Content Management
  • Document Management
  • Goals / Quota Management
  • Lead Management
  • Meeting Management
  • Performance Management
  • Presentation Management
  • Proposal Management
  • Territory Management
  • Training Management

Five9 Reviews Recently Reviewed!


All cal centers should use it!

May 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: When I started at Myron Corp, I used too be at the call center dept. We used five9 to manage all the accounts/calls. It helps you to keep track of your calls and if you're supervisor give you a lot of organized information.

Cons: Once five9 was down we stoped all calls. Rarely happens but in 5 minutes we may have lost 300+ calls.

Vendor Response

by Five9 on May 14, 2018

Hi Cindy, It's great to hear that Five9 has been working so well for you. Let us know if we can ever be of service.

Easy to use

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Five 9 is a very proactive and practical dialing software, it helps us to record and track any important calls.

Cons: Sometimes the program stops working for a bit, but their customer service is amazing they help us really fast to solve any issues.

Vendor Response

by Five9 on May 14, 2018

Hi Nemyee, we're glad to hear our dialer and recording features are working well for you. Thanks for writing this great review. Our customer service team is here for you 24/7, so please let us know if you ever have any questions.

Capterra-loader

A great communication tool and easy to use

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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!

Vendor Response

by Five9 on 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.

Good enough

May 07, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Pros: We liked that five9 allows easy access to check almost all call related metrics. The dialer works best in predictive mode and the call quality is very good (more on this can be seen in the Cons section since it is directly related to the issue being mentioned there).

Cons: It requires a very strong internet connection with very high speeds. Otherwise the whole LAN can be affected while working with it. We also disliked that some of the calls weren't recorded completely, leaving them useless when it came to QA evaluations. Their marketing team was a bit too scamy, you will be receiving many updates and emails from them during the time you use their software. Lastly, the user interface isn't as friendly as it could be, making it difficult to find specific reports and setting up specific functions and/or settings.

Overall: It was good enough for what we needed but it never exceeded expectations.

Vendor Response

by Five9 on May 10, 2018

Hello David, Thank you for your review. Please don't hesitate to reach out to your account manager if you ever have any questions about reporting features or call functions.

Capterra-loader

Five9 is the best software solution for out telephone needs.

May 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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!

Vendor Response

by Five9 on 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.

Five9 helps us produce extremely powerful reports, keeping us productive and involved.

May 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Cons: Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.

Vendor Response

by Five9 on May 09, 2018

Hi there, Thanks for your amazing review. We're excited to hear that our reports have helped you increase your team's productivity. Let us know if we can ever be of service.

It's a helpful tool

May 03, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality

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.

Vendor Response

by Five9 on May 04, 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.

I like the software, it is easy to use and has all the tools I need to complete my job

May 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like the fact it is easy to use, also gives me the chance to move forward or backward in the recordings

Cons: I think it would be nice to have a dashboard generate reports and an option to grade recording for QA, and be able to see those metrics.

Overall: it records automatically so it help us save time.

Vendor Response

by Five9 on May 04, 2018

Hello Bayron, Thanks for sharing how well Five9 is working for your company. Please don't hesitate to reach out to your account manager if you have any questions about our features.

Take Your Call Center to the Next Level

Apr 30, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: 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.

Vendor Response

by Five9 on May 21, 2018

Thank you for posting this great review, Michael. We¿re excited to hear that our reports are helping you increase your review and productivity. Please don¿t hesitate to reach out if we can ever be of service.

It's very practical to use

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and super practical to interact with our external costumers and to build relationships.

Cons: The least thing we like is that it's a bit pricey, we would love that this would've been for free for personal use.

Reporting made easy!

Apr 26, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

Cons: The functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

Vendor Response

by Five9 on May 21, 2018

Hi Oscar, thanks for sharing your review about our reporting features. It¿s great to hear the report are working well for you. Please feel free to reach out to your account manager should you ever have any questions about the reports or any other features.

Easy to learn and use

Apr 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

Cons: The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

Vendor Response

by Five9 on May 02, 2018

Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Apr 25, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons: There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Overall: The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Vendor Response

by Five9 on April 26, 2018

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Terrible experience

Apr 21, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I bought this service to integrate in in netsuite. They promise me to refund the amount in case the service doesn't meet my needs, this not happend. A lot of emails to the customer care and administrative rep without answer. Terrible experience, absolutely NOT reccomended!

Pros: Absolutely nothing of positive, al lot of missing functionalities in netsuite integration. Terrible customer care!

Cons: Terrible experience, not adeguate pre-sales support, not adeguate technical support, no answer from administrative rep.

Vendor Response

by Five9 on May 21, 2018

Hello Maurizio, this is not the experience we want you to have. I have forwarded your review to your account manager who will be in touch with you.

Terrible company behind the scenes, pretty up front.

Apr 19, 2018
1/5
Overall
5 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Looks cute. Good at selling (lying about) their product. I want to, I'm trying, but If only I could BS as much as their sales team does.

Cons: Data integrity is completely faulty. Mismatched timezone in the same reporting software that they made. Incompatible API with pretty much any use you'd want to use it for. Unrealistic API limits. Doesn't abide to any industry standards. Wasn't aware when informed that there SSL certifications were out. Doesn't know the difference between "Lack of feature" and blatant bugs. Has a transcript column in which every row has the value "transcript", not an actual chat transcript. Has terrible account managers. Expected a developer of a company using their product to go through tier 1 support that didn't know their company had an API to begin with. Mispells column names like "repsonse time" in their data exports. Goes at least a year without fixing simple bugs like mispelled columns. ( I might post a different review when they finally do? )

Overall great

Apr 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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

Vendor Response

by Five9 on 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.

I work with this daily making inbound and outbound calls

Apr 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I can see what I'm calling it there is no information imputed by opening the phone number in Google.

Cons: I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

Overall: I learned another software that multiple businesses in the industry use

Vendor Response

by Five9 on April 13, 2018

Hello Bethany, we're glad to hear Five9 is working well for you. Thanks for posting your review. Our team is here to help, so please don't hesitate to reach out to your account manager if you have any questions about any of our features.

Experienced plenty of times were the software was down and was not able to make any calls.

Apr 10, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: What I like the most about the software is that it makes it easy to dial and fast when is working correctly and integrates well with other systems.

Cons: It some times has errors with its functionality and features which can cause you to mistreat accounts. Drop calls and simply make the communication experience unpleasant. For example: echo on the call or lagging on the sound.

Vendor Response

by Five9 on April 12, 2018

Hello Luis, thank you for writing your review. This is not the experience we want you to have. I forwarded your review to your account manager and asked him to reach out to you directly.

Five9 for customer support

Apr 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations.

Cons: Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. Also complex to navigate and become accustomed to.

Vendor Response

by Five9 on May 21, 2018

Hello Maria, Thanks for taking the time to post this review. We¿re glad to hear that our call recording and reporting features are working well for you. Please don¿t hesitate to reach out to your account manager if you ever have any questions.

Capterra-loader

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.

Apr 04, 2018
4/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money

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.

We have used five9 for around three years. It is part of our success story.

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

Cons: The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

Overall: It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Vendor Response

by Five9 on April 02, 2018

Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.

full featured and robust calling tool

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: I like the multiple features that are packed into this software calling tool. It allows not only for auto dialing but the predictive dialing as well.

Cons: The minimum 3 seats for a purchase might be a bit steep for little new companies just starting out,

Vendor Response

by Five9 on March 29, 2018

Hello, Thank you for your review. We're glad to hear our predictive dialer is working well for your business. Let us know if you ever have any questions.

Implemented in a startup call center

Mar 20, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Implementation was a breeze since they walked us through the process. Support was great even though it was outsourced. The automated dialer worked well for my lead gen team.

Cons: The call plan functionality was clunky. The company didn't integrate updates quickly. Didn't work well with wifi connections.

Overall: Being on a cloud based software with no hardware. Increased sales.

Vendor Response

by Five9 on March 23, 2018

Hello, Thanks for posting your review. Your business' success is our priority at Five9, so please don't hesitate to reach out to your account manager if you ever have any questions. We're here to help.

Awesome Phone Software

Mar 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We were running into a problem with our sales staff not logging their phone calls. This product helped find lost sales.

Cons: None. It was very easy to set up and use. Like I said above, we were able to find a couple deals that our staff dropped the ball on

Vendor Response

by Five9 on March 23, 2018

Hello Ben, Thanks for taking the time to post this amazing review. We're excited to hear that Five9 is helping your sales team succeed. Let us know if we can ever be of service.

Good intergrations.

Mar 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: allows you to integrate existing software to streamline productivity. I use Salesforce with CRM and it works great.

Cons: Just like other Five9 software it is the most expensive on the market. I would like to see the price go down.

Vendor Response

by Five9 on March 23, 2018

Hello Brian, thanks for sharing your great experience with our integration with Salesforce. It's great to hear that Five9 helps optimize your contact center's productivity. Let us know if we can ever be of service.

A great communication tool, to contact customers.

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Five9 has all the information you will need to make the right judgement calls for your call center in a reasonable price.

Cons: Technical Support has room for improvement still. In the last year, this particular service had improved tremendously.

Vendor Response

by Five9 on March 23, 2018

Hi Savvy, Thank you for your great review. We're happy to hear Five9 has helped you make more informed decisions for your contact center. Please don't hesitate to reach out if we can ever be of service.

Five9 is the best Solution

Mar 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The main one is that I would like to be on "ready" while being on a campaign without receiving inbound calls. Basically pause my status on the campaign to receive regular calls.

Cons: Technical Support has room for improvement still. In the last year, this particular service had improved tremendously.

Vendor Response

by Five9 on March 23, 2018

Hello George, Thanks for writing this excellent review. Our 24/7 customer support team strives to be a true partner to our customers so please let us know if you ever have any questions.

Software works well for our Contact Center

Mar 09, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: It would be great to complete a form online that would walk through how a campaign would be set up, then it would set up a sandbox automatically that can be tweaked. It has been difficult trying to figure out how a campaign should be set up using excel spreadsheets or Visio and walking through manually.

Pros: All the functionality that is available for our Contact Center. There are so many options to choose from.

Cons: I am not much of a techie person, so learning the system and understanding the new terminology has been a challenge.

Vendor Response

by Five9 on March 23, 2018

Hi Tracy, thank you for taking the time to write this review. Our Five9 team is always there to help so please feel free to reach out to your account manager should you have any questions about our features or functionality.

Confusing and Difficult

Mar 07, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I like it for phone support. Seems easy to use and navigate. It's organized and the functions are easy to control for the phone aspect of it.

Cons: Very confusing regarding the email portion of the program. It's not very organized or easy to use. Do not like the set up.

Vendor Response

by Five9 on March 19, 2018

Hello Ashley, Thank you for taking the time to post your review. We want to ensure that you are able to use all our features to maximize your contact center's performance. Please don't hesitate to reach out to your account manager if you have any questions about our features.

This is a great product.

Feb 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The call reports are key. You can see what lists are providing the best leads and at what time. When you are calling in different area codes the dialer will automatically create the correct area code,

Cons: They strictly regulate the drop call ratio. As a call center, this is the most frustrating part of this software.

Vendor Response

by Five9 on February 21, 2018

Hi Bob, thank you for taking the time to write this great review. We pride ourselves with the most advanced reporting features in the industry and we're excited to hear the reports are boosting your contact center's performance. Please don't hesitate to reach out should you ever have any questions.

Capterra-loader

Very good call center software

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I used this Five9 for 1.5 years at my company, and I found it easy to use for both inbound and outbound calls.

Cons: I noticed some issues when the internet connection was slow - Five9 would sometimes go down without warning and need to reconnect.

Probably the easiest dialer for users to learn

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Pricey but effective

Pros: Ability to increase dials going out accordingly to users and hot times... Customized dispositions and effective calling sessions and call history

Cons: It's a bit pricey... Connection times between prospects and users are sometimes off and needs to be frequently adjusted

Vendor Response

by Five9 on January 31, 2018

Hi Erik, thanks for posting your review. We're excited to hear that our Predictive Dialer is helping your team be more efficient and productive. Please don't hesitate to reach out to your account manager if you have ever have any questions.

Good Experience!

Jan 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Awesome! Go for it!

Pros: It was very User friendly system. If you get stuck, support helps you with a screen share and teaches you exactly what you need to do which is nice in my opinion.

Cons: Although the price is a little on the high end you will get your moneys worth from this because it is truly worth it.

Vendor Response

by Five9 on January 16, 2018

Hi Gita, thank you for writing this great review. We strive to be a true partner for our customers and are happy to hear Five9 is helping your business succeed.

Great software

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Great support, great product!

Pros: User friendly system. If you get stuck, support helps you with a screen share and teaches you exactly what you need to do.

Cons: A little high on price although it's a great product, the system per agent should cost a little less

Vendor Response

by Five9 on January 16, 2018

Hello Monika, thanks for this amazing review. We¿re very proud of having the best support team in the industry and are always happy to help. Let us know if we can ever be of service.

Five9 is the Go-To in Call Center Software

Jan 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!

Pros: Five9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.

Cons: As with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.

Vendor Response

by Five9 on January 16, 2018

Hi Aleesha, thank you for taking the time post this excellent review. We¿re very glad to hear that Five9 is working so well for you. Please don¿t hesitate to reach out if you ever have any questions.

It does basic calling and transferring.

Dec 28, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: it links up the phone number to our customer's profile in Netsuite for easy access. It makes transferring easy to other members in the office as well as seeing if other Five9 members are available or not.

Cons: I don't like that you don't get a list of phone numbers of calls that have come in. Many times I needed to call back, and there is no way to retrieve if you don't do it right away.

Vendor Response

by Five9 on January 03, 2018

Hello Jennifer, Thank you for posting your review. We're glad to hear your NetSuite integration is working well for your business. I have asked your account manager to reach out to you with more information about our reporting features. We're here to help, so please don't hesitate to reach out to us directly if you ever have any questions.

IT Administrator

Dec 19, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Great system, a lot better than other call center software.

Pros: The Pro's for Five9 CRM, I can access and edit from anywhere anytime. I am constantly on the move and never know when or where I will be working.

Cons: I feel as if some of the pricing is not very clear at times, there is not a clear reason to what some of the charges are for.

Vendor Response

by Five9 on December 20, 2017

Hello Chris, thank you for taking the time to post your review on how easy it is to adjust your campaigns based on your business needs. Please let us know if we can ever be of service.

Five9 was easy to use when calling delinquent homeowners. Setting up call campaigns and loading

Dec 15, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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.

Overall: Able to make multiple call passes on the campaign.

Vendor Response

by Five9 on 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.

Could be an even better system!

Dec 13, 2017
3/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use, integration with other programs and all you need is headphones and a computer and you can take your calling anywhere!

Cons: Lots of issues with integration not working. Transferring calls to other non-Five9 programs have been difficult for my agents.

Vendor Response

by Five9 on December 14, 2017

Hi Nina, Thank you for your review. I have contacted your account manager and asked her to reach out to you regarding your third-party integrations. Please don't hesitate to reach out to her as well if you ever have any questions.

Capterra-loader

Excellent solution and quickimplementation turnaround.

Dec 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: Met urgent needs for IVR. Excellent, proven product.

Vendor Response

by Five9 on 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.

Awesome

Dec 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Thanks Five9, because you give to our business a solution

Pros: Is a very friendly system strong. With different options to dial in and out mix inbound with outbound calls

Vendor Response

by Five9 on December 19, 2017

Hi Carlos, thanks for your review. We¿re happy to hear our blended solution is working well for you.

Well organized software, well prepared team

Dec 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Keep up the good work!

Pros: This program is very easy to learn making training a snap. Online support and telephone tech support are fast and available.

Cons: Very sensitive to fluctuations in internet connectivity: all other programs will still be running but the five9 app will need to reconnect.

Vendor Response

by Five9 on December 19, 2017

Hi Susan, thanks for posting your excellent review. We pride ourselves with the best customer support team in the industry, so please don¿t hesitate to reach out to us if you ever have any questions.

Pretty pleased overall!

Dec 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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).

Vendor Response

by Five9 on 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.

Five9 is the best Cloud based VOIP system we have found

Dec 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: 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.

Vendor Response

by Five9 on 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.

Still getting used to the system.

Nov 27, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to add users and drop users. Easy to add lists, although you need to take extra steps to delete old leads without deletkng old lists.

Cons: Administrator and supervisor not in the same systems, in different tabs. Could be combined. Also, integrations really expensive.

Vendor Response

by Five9 on December 19, 2017

Pashali, we¿re happy to hear Five9 is working well for you ¿ thanks for posting your review. Please don¿t hesitate to reach out to your account manager if you ever have any questions.

Good except for not being able to switch between calls

Nov 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Five9 has a modern look. It is easy to learn and use. It's a softphone dialer which is always a positive. It works with wireless headsets.

Cons: I don't like that you can't switch between calls. I wish there was an end call without having to disposition a call.

Vendor Response

by Five9 on December 19, 2017

Hello Joshua, thanks for taking the time to post your review. We¿re glad to hear Five9 is working well for your contact center. Please feel free to reach out to your account manager if you have any questions about the functionality or features of Five9.

Successful and easy platform

Nov 15, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

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.

Overall: Being able to look at data and listen to calls.

Vendor Response

by Five9 on 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.

Five9 is an easy to use web-based call center platform

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Cons: Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Overall: Much better view of what our call center was doing. Recorded calls are awesome.

Vendor Response

by Five9 on November 03, 2017

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

Easy to use and works well in a call center environment.

Oct 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Five9 has many reports and ability to pull old calls out and listen to them. This really helps when we need to double check a customer's name spelling or address. It is very straightforward and simple to use. My favorite is the many options for 'states' you can be in. Whether you're available for a call, on a break our outbounding. We were able to customize the states we needed.

Cons: You have to be careful to not upload too much information. We used to keep 'profiles' containing company information, which would pull up with the call. The problem with this is that it was too much to handle, and it would take 10 minutes to boot up, and be ready to take a call. We have since changed these profiles, which has solved the issue.

Vendor Response

by Five9 on October 05, 2017

Hello Madelin, Thank you for taking the time to post this review. We're happy to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager if you ever have any questions.

Overall Five9 has been a good phone applet for us

Oct 02, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Overall you guy do a great job

Pros: For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Cons: Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot

Vendor Response

by Five9 on October 04, 2017

Debbie, We're glad to hear that our SalesForce integration is helping you eliminate redundant tasks and makes your team more efficient. Thanks for posting this review and please let us know if you ever have any questions.

all good

Sep 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: thank you!

Pros: We have had very few technical issues. When they have occurred there is a quick resolution. Thank you!

Vendor Response

by Five9 on September 27, 2017

Hi Jackie, Thanks for taking the time to post your review. We at Five9 care about our customer¿s success and strive to provide excellent customer service and support. Please let your account manager know if you ever have any questions.

The software does 99.9% of what I need it to do.

Sep 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I enjoy the ease of use and convenience. It's nice to have a major call center phone system that I -a call center manager- can manipulate with IT's assistance.

Cons: The agent tools leave a little bit to be desired. We use a Zendesk Softphone adaptor, which is prone to glitching. The softphone has caused the a few headaches.

Overall: Insight into our contact center!

Vendor Response

by Five9 on September 27, 2017

Thomas, Thanks for your review. It's great to hear that our reporting features and ease of use are helping your call center succeed. Please don't hesitate to reach out to your account manager if you ever have any questions.

Great for a small business!

Sep 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like the way you can easily set up a call campaign and be ready to make calls within minutes of installation.

Cons: I am not a fan of the low number of updates/advances in the software. We have been using Five9 since January 2017 and just saw our first update. In January when we addressed some basic features, we were told they should be resolved in the "next update". It took 7 months for the update.

Overall: The largest benefit was the ability to control our own phone system instead of using a out of the box solution from another vendor. We are able to quickly set up campaigns and get to work.

Vendor Response

by Five9 on September 26, 2017

Hello Brent, Thank you for posting your review and for sharing how Five9 has helped you accelerate your campaign setup. Please don't hesitate to reach out to your account manager if we can ever be of service.

Five9

Sep 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Five 9 is a versatile and dynamic platform to use. Depending on the KPI's your center is looking to achieve there are numerous options and settings to make that possible. Some of the options were eye opening and with the efficiencies seen we saw a spike in production immediately

Pros: It is a very easy platform to learn. Our agents liked the features it offered, with different skills and campaign sets. The support team from implementation to ongoing support is very helpful. Our account manager and TAM respond in a timley manner and are genuinely invested in how the business is doing. The price is reasonable compared to other providers.

Vendor Response

by Five9 on September 27, 2017

Greg, Thank you for posting this excellent review and for sharing how Five9 has helped boost your contact center¿s efficiency and productivity. If we can ever be of service, please let your account manager know.

My experience with the Five software have been great.

Sep 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

Cons: The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

Overall: This software able the call center to answer calls on a daily basis.

Vendor Response

by Five9 on September 26, 2017

Hello Sherrine, Thank you for the taking the time to post your review. We're glad to hear the coaching function is working well for you and your team. Let us know if you ever need anything.

We've been a customer for almost 6 years now. Very reliable software and support team.

Aug 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use. Easy to contact support. Very reliable. The app is lightweight, even old computer would work.

Cons: Installation on new computers - It sometimes creates conflict if you have the latest Java. But after installation everything will just run smoothly.

Overall: All incoming calls are being answered and taken cared of.

Vendor Response

by Five9 on August 28, 2017

Hi Aaron, Thank you for taking the time post this amazing review. We pride ourselves with our excellent customer support and are glad to hear Five9 is helping you take care of your inbound calls. Please let us know if you ever need anything.

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

Aug 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Vendor Response

by Five9 on 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.

Highly Recommended!

Aug 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Honestly, I love everything about this software- It is easy to use and easy to learn. Navigation is simple and I love the fact that the team was so willing to help me learn as when I started using this program I had many questions.

Overall: We use a blended campaign. Five9 has made it easy for us to run all campaigns at once to all stations or even separate it so we can have certain campaigns only on one stations and the other campaign on the other stations

Vendor Response

by Five9 on August 28, 2017

Hi Amanda, Thank you for posting this excellent review. We're happy to hear that Five9 is helping you with your campaign distribution. Our team is here for you, so if we can ever be of service, please don't hesitate to reach out to your account manager.

I use five9 daily at work. unfortunately this software does not work well with our CRM salesforce.

Aug 22, 2017
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I understand the layout of the software and it seems easy to use. I have no issues starting my daily tasks.

Cons: I dont like the constant bugs; auto-redialing my leads, failing to log calls into salesforce, doubling the log on some calls.

Overall: I like the layout of the software, so it made my simple tasks throughout the day very easy.

Vendor Response

by Five9 on August 22, 2017

Alexander, Thank you for your review. I have forwarded your feedback to Demandforce's account manager who will follow up with you.

Great Dialar

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I think the system is amazing. All you do is sit there and it dials for you - so I cant complain about that

Cons: I'll sometimes have problems with either connecting my headset and people telling they cant hear me when im speaking on the phone.

Vendor Response

by Five9 on August 14, 2017

Hello Trinidad, Thanks for taking the time to post your review. We¿re happy to hear our dialer is working well for you. If you ever have any questions, please don¿t hesitate to reach out to your account manager.

Five9 is so glitchy

Aug 08, 2017
1/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money

Pros: It is easy to use. You just place the call, not hard. Other than that, it is really glitchy and doesn't work very well.

Cons: It glitches all the time and does not record our calls. This is a very important part of my job so it is a huge hassle to deal with Five9. Would never recommend to anyone.

Overall: None, it is horrible

Vendor Response

by Five9 on August 08, 2017

Hello Katherine, This is not the experience we want you to have. I have forwarded your feedback to your account manager who will follow up with you.

5-9 And Outbound Cold Calling

Jul 16, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

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.

Vendor Response

by Five9 on 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.

HORRIBLE

Jun 22, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Comments: It works occasionally.

Cons: I have been trying to get anyone from customer service for 2+ hours. ZERO CUSTOMER SUPPORT. This software has a tremendous amount of issues and customer support is even worse. AVOID AT ALL COSTS!!

Vendor Response

by Five9 on July 07, 2017

Alex, this is the not the experience we want you to have. I forwarded your feedback to your account manager and asked her to reach out to you.

Provides a wealth of call information, not user-friendly

Jun 08, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Comments: This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9's flexibility, and expect a slow learning curve during integration.

Pros: Five9 Is a very well-known solution for call support services. This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.

Cons: Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. The Five9 interface is also complex to navigate and become accustomed to.

Vendor Response

by Five9 on July 11, 2017

Hello Stephen, thank you for taking the time to post your review. I have forwarded your feedback to your account management and ask her to follow up with you.

Customer Support is Amazing!

Apr 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It's truly amazing how they take care of their customers.

Pros: Customer support is best I've had with any software company ever! Extremely flexible Wide array of features Reliability

Cons: Requires Java and will not work if upgrade to most recent version Very complex but once trained, it's worth it

Powerful and Customizable

Apr 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

Pros: Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Cons: You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

Good for business

Apr 03, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Good for business with ease of use. Sales s
Is hard, this helps ,,,,,,,,,,,,very familiar with association programs. No business programs

Vendor Response

by Five9 on June 29, 2017

Hello Kathy, Thanks for taking the time to post your review. We're glad to hear Five9 is able to help you with your sales efforts. If you ever have any questions about our features, please don't hesitate to reach out to your account manager.

Five9 for customer support

Feb 06, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Strong integration with ZenDesk

Cons: Reliance on Javascript can be challenging with different versions flying around.

Overall: Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution. It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We've had some friction keeping our team updated with the correct version of Java required across the board. In general it's a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers.

Five 9 rocks and rolls

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: High levels of customization

Cons: Nothing

Overall: I have been using Five 9 for 5 years and it has been the the best. I have used it for inbound and outbound calls

Helpful but occasionally infuriating

Jan 27, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Comments: I use Five9 on a daily basis, and while it offers decent integration with other apps that we use, there are significant issues with the software. Most of the issues are tech-related and we've had to reach out multiple times to their support line. It allows us to tier our agents to ensure that our leads are not overworked.

Pros: Integration with ZenDesk makes things easy, allowing tickets to generate immediately after a call is closed out. The interface is relatively easy to use and does not require a separate window with the configuration we have enabled. Call quality is pretty good.

Cons: The Java integration is pretty rough at times. Occasionally it will have a "brain fart" and require an entire computer restart, which is super inconvenient. Other times it will drop a call or restart the station for no apparent reason. They do offer a new integration that does not use Java, but that requires the entire team switch over to the new version, plus a price bump. Also, if volume is heavy it tends to degrade the quality of calls and enhance the previously mentioned issues with the software.

Great Product and Service

Jan 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Five9's functionality is great and is easy to train my representatives on its use.

Pros: Great reporting and interface

Cons: Cost

This is the best and easiest dialer system to use.

Jan 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have used Five9's dialer for a while and it's helped our company a lot over the years. We have tried to use a few other companies dialers before and always come back to Five9, nothing else is as easy to use or works as efficient.

Long time user, first time reviewer

Jan 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I've used five9 for many years and have found it to be vastly superior to most competitors on the market.

Reporting Challenges

Jan 10, 2017
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Comments: I have been in charge of a support team for about 2 years. We have used Five9 but I still have challenges pulling quality reports with exactly the data I am looking for. I stopped by the booth at a conference and as helpful as the booth workers tried to be, nobody could help me set up the reporting I needed. I have worked with a few team members that were somewhat helpful but still trying to figure out how to pull the numbers I am looking for.

Vendor Response

by Five9 on January 13, 2017

Hi Matthew, Thank you for sharing your feedback. Your request has been escalated and your account manager will be reaching out to you directly if they haven't already. We appreciate your feedback. Regards, The Five9 Team

COO

Jan 10, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Comments: We have used Five 9 for about 4 years. We would recommend this product. It has served us well in those years. We feel we need more from our system so we may be forced to move on. But overall the service and the product is very good.

Pros: Reliable

Cons: We do not have a dash board - We need this for our reps Some other functionalities are a bit outdated.

Recommendations to other buyers: Good value - good support- A bit slow to react but they will help. The system needs to be updated in our opinion. I would use this system again if I were in the same spot I was in four years ago when I started with them.

Call Center Telecom

Jan 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Functionality.

Cons: Pricing.

Overall: I speak highly in regard to the dialers capabilities and compliance standards, with Long Distance expense being the one negative. Strongly recommended.

Great for the price

Dec 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Offers a lot of customization for reporting and customer support was helpful when I called in. UI is a little outdated, but overall great value for the price.

A short review of Five9

Dec 15, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Comments: I have used Five9 for over a year. It functions more than other software systems that I have used in the past but it freezes often and the VCC connection also drops fairly frequently.

Vendor Response

by Five9 on September 06, 2017

Hello Bogart, Thank you for posting this review. I have forwarded your feedback to your account manager who will be in touch with you.

Customer Support Representative

Dec 15, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Overall the system is great! It can run a bit slow at times and freeze once in a great while but other than that it's a great program!

Definitely worth it!

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used Five9 now for about 4 months, NEVER had any glitches, freezing, or any general slow loading time. It's quick, easy, and reliable. I'll definitely be a customer for life!

Does The Job, But Archaic

Dec 14, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My experience with Five9 has generally been positive, but it doesn't seem to be very ip-to-date. It seems and feels like a software program from the early 2000s.

Great Software!

Dec 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: The software was worked great as I have taken and made calls. It is a smooth process and I have enjoyed using it. Only suggestion would be to figure out a way where there isn't a lag when uploading a file onto it. Other than that, I would definitely recommend it!

Great! Love five9

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It works pretty great! I love using it at work! I think that a lot of people is to try and use five9 their companies!

Extremely Functional and Versatile

Dec 13, 2016
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I am a manager of a CSR answering service. We connect over 70 different offices from around the country. The functionality my CSR's have to be able to view the office profile while talking to the companies makes our job so much easier. There are so many functions and capabilities we have to spend an entire day of training on all the features and pretty regular training. I also work as a Workforce Manager and the monitoring functions are supreme. It is really easy to determine who is working and who is not. The data pulling and report system is extremely functional to the point of complication. I still need to go to our tech supervisor to pull certain reports but I love that almost any report I ask for we can pull.

CSR Manager review

Dec 13, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I have had mostly good experience, I do wish that it didn't lag so much and that there were easier ways to make and view reports.

Great Product and Supprt

Dec 12, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have used this software in the past. Taking the calls and routing them are very reliable. The software flows really nice and the customer service is awesome if you come across any issues . I recommend this software.

Good solution lacking some key functionalities

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: The product is simple solution. Teams which dont have complex requirements, may find this as a good fit. It's ok in terms of stats on how long your SDR team has been on phones. The routing mechanism and logic is also decent. The Salesforce integration did not seem to be that solid and we often found issues with it.

Pros: Simple to use Easy to view and understand

Cons: Cannot be used for a complicated call flow Salesforce integration is not very solid

Recommendations to other buyers: Understand your requirements well. Ensure you involve the right people to make decisions.

IVR software is really good and reliable

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and reliable.

Cons: In the past, they had teething issues but for the last couple of years, all has been smooth.

Overall: We use this software for our IVR system. We take calls and route calls, and it is very reliable. We don't see any downtime, and the flows work very nicely.

Recommendations to other buyers: It is mapping based so you have to design flows.

Owner

Dec 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Reporting provided is superior to a lot of programs used. Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

A Clunky But Effective Software

Dec 06, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: It's very reliable and bug free.

Cons: It's clunky and there's little to no integration possibilities.

Overall: We've been using Five9 for about 2 years. It definitely gets us from point A to point B and it's very reliable, however it's UI is not pretty, and there are little to no integrations. It is definitely something that we will replace eventually, when we find something better. For now it gets the job done.

Recommendations to other buyers: If you are looking for something dependable, this is a good choice, it is just lacking some of the quality I come to look for in software.

Perfect solution

Dec 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Definitely a great solution for a call center and makes running one much easier. No more dialing by hand and makes life so much easier.

Five9 review

Nov 08, 2016
2/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support

Comments: For the most part they are good. Just the prices are too high and they do not get back to you when they say they will..

Pros: Ease of use

Cons: Price and customer service is poor

Mediocre call center platform

Nov 03, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Meets basic call center platform requirements (i.e. power dialer, call recording, activity tracking)

Cons: otherwise, limited feature set. UI is outdated.

Overall: Met basic needs of a call center platform but there are definitely better solutions, most notably insidesales.com.

Serviceable call center platform

Oct 31, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: Inbound call distribution is easy to set up. Outbound dialing works well with a very small team. Outbound calls are tracked well within Salesforce.

Cons: Reporting is abysmal. Salesforce integration is poor, and so the user may be stuck trying to merge reports between Five9's proprietary system and the Salesforce records. It is very difficult to manage contact relationships through Five9.

The interface is rough - very little thought given to the user experience.

Five9 also lacks mobile support for our field sales reps.

Overall: The Five9 platform is a simple call center platform for inbound or outbound. Perhaps "simplistic" may be a more apt description. We use it for both inbound and outbound call center activities. It actually excels if you are not overly concerned with tracking activities with individual users.

Recommendations to other buyers: Think hard if you will need detailed reporting for individuals in your database. If so, you may want to evaluate other solutions instead of Five9. If you are simply cold calling a list of numbers, Five9 is a simple tool to break into the world of call center software.

One of the Best

Oct 06, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I have been working on Five9 for past year and It is very easy to use and install and work within Salesforce

perfect way of collecting data

Sep 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's seamless ability to not only make phone calls but the ability to store them. In my organization it is important to make sure we get the clients needs handled because we are a bulk industry.

Cons: it doesn't always integrate with our other products as easily we would like.

Recommendations to other buyers: Be sure to evaluate all your needs before making this purchase.

Decent cloud contact center solution

Sep 08, 2016
3/5
Overall
1.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
1.5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Detailed data available. A lot of customizable reports. Multiple features for campaigns.

Cons: Expensive. Frequent service disruptions. You are on a contract.

Recommendations to other buyers: Compare to many other available options. You may find another solution that would be cheaper.

Five9 ZenDesk Integration

Mar 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We use ZenDesk as part of our CRM, so it's been valuable to have a phone solution that integrates so well with ZenDesk. Five9's integration is one of the most reliable we've seen in the marketplace and the reporting they provide also meets our expectations.

Pros: Solid ZenDesk integration. Good back end reporting.

Cons: KPI dashboard isn't terribly adaptable.

Solid integration into Zendesk but plagued by Java issues.

Mar 03, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Adequate but plagued with stability issues since it's built on an insecure and obsolete plugin (Java) that is not truly supported by any modern browser.

Pros: Zendesk Integration is convenient, and has a simple and clean dialing interface. Desktop client in the event of a Zendesk outage. Customer service has generally given a pretty quick turnaround.

Cons: Unfortunately on the negative side, the technology is build on Java, which is obsolete and not secure, and creates constant issues whenever updates are issued through Java or the Five9 Client. The supervisor view leaves a lot to be desired and doesn't allow for a great amount of control or insight.

Easy to integrate

Mar 02, 2016
3/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support
3 / 5
Value for Money

Comments: We had a small call center, so an all inclusive solution that had all the features we needed was really what drove us to use Five9 versus having to buy separate solutions from different companies to meet our needs. We had a max of around 30 agents, and we were mainly an outbound facility.

Pros: What stood out was the fact that you could customize your dialer to the size of your center and volume of calls. Having realtime responses from their tech department 24/7 also stood out to us.

Cons: The reporting system was at times puzzling, however being able to call the support staff to isolate issues helped.