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

262 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 Call Center Software

Five9 is the all-in-one call center software that uses Practical AI to increase your agents' effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents before they answer the phone. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9.


Five9 Call Center Software Features

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR/Voice Recognition
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Archiving
  • Call Sharing
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • Instant Retrieval
  • On-Demand Recording
  • Recording Bookmarking
  • Scheduled Recording
  • Screen Activity Recording
  • Video Call Recording

Five9 Call Center Software Reviews Recently Reviewed!


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
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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.

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
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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
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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.

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
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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.

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.

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
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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.

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
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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.

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
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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.

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

Jul 09, 2018
2/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Comments: Please stop blaming us for the problems of five9 it is unprofessional and does not show that you value your customers satisfaction and is a little disheartening to be called a liar and to call our employees liars.

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

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

Vendor Response

by Five9 on July 23, 2018

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

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
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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.

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
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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.

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.

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
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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.

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
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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.

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
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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.

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
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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.

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
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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.

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
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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.

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
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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.

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.

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
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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.

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
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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.

A++++ Cloud Call Center Solution

Jun 18, 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
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Comments: I was the system administrator of an Online pharmacy which has several call center offices, here is where I was able to setup, administer and customize Five9.

Pros: Ease of setup and customization, very intuitive administration dashboard, an infinite amount of customization options, I love this cloud call center application/service. Their support is second to none, I dealt with their support team many times and I have to say I was very pleased with their willingness to help.

Cons: No any cons I found while administering and using Five9. I am struggling to come up with something I did not like about this cloud call center 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
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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.

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
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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.

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
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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.

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
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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.

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
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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.

State of the art hosted dialer solution!

Mar 19, 2010
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: Easy to integrate with our Lead Management System and existing sales platform. We originally contracted with Five9 for outbound dialing campaigns only. After using the hosted solution in all 3 of our locations, we decided to take the application one step further and we now use Five9 for our complete telephony solution in our Indianapolis office. It has proven to be cost effective and easy to implement. Training new users is very simple. Although it's still early, we have seen significant increases in consumer contact and ultimately expect our conversion rates from to increase 2-3 fold.

Cons: Not really a "con", but for us to accomplish all of our initiatives, we will need to add more internal IT support. Five9's technology is robust and we have options now that we never had before. That said, we need to have at least one internal person at our organization who can assist us in optimizing all of Five9's power.

Overall: Overall, we are very pleased with the application. Considering the fact that we are dealing with a hosted solution that can integrate with all of our technologies very easily, we feel we made an excellent decision to partner with Five9. The support from Akber Abbas, our main contact, has been fantastic! He not only knew Five9's capabilities, he took the time to learn our processes, our goals, and guided us on how to use Five9 to it's fullest. Now it's up to us to follow utilize their system!

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.

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
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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.

This product is very good for the money. Doesnt have all the fancy bells and whistles but it is a solid buy.

Aug 02, 2018
4/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: For the money this system is solid.

Pros: We like the ease of use for the user, and manager. The system tutorials are very good, this helps the manager and user alike. Good system for the money.

Cons: Doesnt have the bells and whistles of other competitive products. The user might seem cheated if they have see other systems like this one.

Very useful software for Call center business. Very customizable to your needs.

Jul 23, 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
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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.

Overall: Easy of use and great customer service

Vendor Response

by Five9 on 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.

Great bones, getting better all the time.

Feb 14, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Five9 gives my Call Center the tools it needs to complete its functions effectively and efficiently. Five9's Support Team is always available and very quick to take action if needed. Five9's Sales and Account Management Team is very helpful and gets us set up with new licenses quickly and pain free. The product is user-friendly and easily trainable to new hires. Five9's ability to log in from any internet connection offers interesting possibilities for Work From Home Employees.

Cons: In the past, we have had significant issues with Five9's ability to provide true 100% Up Time. This is a function that has improved greatly; however, I am looking forward to seeing if it will stay reliable. Five9's Contact Management/Customer Account lacks the ability for reps to view notes from previous customer interactions. This is a big weakness, and I'd like to see Five9 evaluate this process and add this ability. If my reps had the ability to view notes from previous interactions this review would have been 10/10.

Recommendations to other buyers: Five9 is a very viable option for any Call Center; I would recommend it to anyone. It has its shortcomings, but every Virtual Call Center Module does. I think that Five9 is the best option when compared with companies like 8X8 or inContact.

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
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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.

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
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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.

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
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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.

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.

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
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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.

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
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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.

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
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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.

It's alright

Jul 30, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: It does the job of managing call centers and routing calls to call center agents. It is easy to operate once the system is up and running.

Cons: The user interface is rather archaic. Integration through the use of its API is possible, but it takes work.

Great Customer Support

Jul 09, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
1 / 5
Value for Money

Pros: Five 9 is easy to download and very user friendly if your system is up to date. Customer support available 24/7 and very helpful.

Cons: Clashes with other programs and causes system to freeze. Works best with Windows versus Mac. Lags from time to time.

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
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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.

CEO and CTO

Mar 22, 2010
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: 1NW Contact embraced the work at home agent model over the bricks and mortar model. We have many years of experience with processes and infrastructure requirements of contact management. The Five9 Hosted Platform gives us the functionality of our prior in-house "dialer", the array of servers, phone systems, and DS3's with far less internal support issues and staffing requirements, greater ease of use with vastly more flexibility and at a lower variable cost.

We just completed the setup of a relationship where we are selling a product for one of our clients and we needed to be able to "insert" sale transactions electronically into the customer's system. The Five9 support team acted as an extension of our own team in validating the sense of urgency, the trouble shooting and the project management with our customer's engineering team. This was not a trivial project, but John and his team were focused and committed to a successful timely implementation and they achieved one!

Cons: There are a few features we would like to see implemented relative to agent setup and campaign structuring but these are minimal compared to the benefit we obtain.

Overall: Five stars for Five9

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
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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.

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.

I had a really good experience with five9 software.

May 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: What I liked the most is how user friendly it was. Once you got the hang of it, it became really easy to use.

Cons: What I did not like was it was really hard to record calls. You had to use the phone dialer which I did not.like.

Vendor Response

by Five9 on May 29, 2018

Hi Eddy, thanks for sharing that you had a great experience using Five9. We're glad to hear that. Please let us know if we can ever be of service.

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
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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.

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.