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Five9 Review

Five9
Our score: 8.6 User satisfaction: 91%

What is Five9?

Five9 is a blended contact center that provides a mix of inbound and outbound capabilities that work together to create Active Blending. You can use the platform to maximize your agents’ productive time and respond proactively to your customers.

Five9’s Active Blending capabilities, for instance, adjust to your contact center traffic and always prioritize inbound customer service calls. The dynamic and predictive dialer technology automatically moves outbound agents to inbound queues, and when there are no inbound calls in queue, it shifts to outbound call processing. In such way, Five9 helps you to improve productivity, key performance indicators (KPIs), and customer satisfaction.

What is also good to know is that all Five9 components work in synergy and compliance, so that they’d eliminate the technology gap between inbound automatic call distributor (ACD) functionality and outbound dialers. At the same time, this fully configurable platform puts control in your hands, and adopts easily your specific business rules for any type of interaction.

The pricing is moderate and calculated by quote, meaning that each client receives an individual package that corresponds to his needs. There won’t be any maintenance fees and expensive integration projects, and users don’t have to worry about investing in expensive hardware.

Overview of Five9 Benefits

In a nutshell, Five9 is a single, compact contact center & service solution that can make your business more productive. It equips agents with next-generation and high-tech contact management features, and serves inbound and outbound sales, support & marketing teams looking to provide better customer service.

Multiple Call Centers

Five9’s leading role is to make sure you’re available at as many channels as your customers could use to reach out to you. This means that you will have access to inbound call centers (ACD, IVR, & CTI), Outbound call centers (TCPA, Predictive, Power, & Progressive Dialers), Omnichannel call centers (Social, Mobile, Email, & Chat), and Blended call centers (Integrated Outbound, Inbound, & Omnichannel).

Smart Dialer

Smart Dialer is the favorite Five9 feature of busy agents looking to shorten waiting times. What this feature does is to predict agents’ availability and to optimize customers’ requests, making sure everyone can find what they came for. No-answers will no longer be valid options!

On-screen caller info

Five9 introduces handy screen popups to provide agents with a prospect’s history data while they’re talking to him/her. The screen pops can data-dip into your CRM to pull up information for the agent. In such way, the system makes it easy to personalize communication and engage future customers, and eliminates the time usually spent on preliminary introductions.

Intelligent routing

Five9 is an intelligent and very independent system that will route the right call to the right agent with little to no interference. It relies on IVR selections, customer history, agent availability, and other criteria to connect agents and prospects, but also leaves an open option to reroute a call in case the agent is busy. Thanks to this feature, users will never have to wait for assistance.

Valuable CRM integrations

Five9 also specializes in placing customer data at your fingertips, and exporting it quickly and easily to your favorite database. To do so, Five9 ingrates automatically with leading CRM service providers, including Salesforce, Zendesk, NetSuite, and Oracle.

Voice quality

Five9 guarantees the best voice quality for crystal clear conversations, as it uses voice lines from premium providers. Customers won’t have to purchase any special hardware to make the system work for them – Five9 is entirely cloud-hosted and serves customers equally well on any device they’re using.

Practical AI

Five9 brings Practical AI to the contact center to increase your agents’ productivity and customer satisfaction. Intelligent Routing gets callers to the right agent. Customer intent data provides agents with best next steps before they pick up the phone. Smart dialers skip busy-signals and no-answers. As soon as the succeeding agent is free, you can seamlessly connect with the next customer or prospect. IVR provides intuitive self-service options. Free your agents from frequently-asked questions and increase efficiency by empowering them to focus on quality interactions. All interactions (phone, web, email, social, mobile etc) automatically sync with your CRM solution.

Overview of Five9 Features

  • ACD (automatic call distributor)
  • Agent Scripting
  • Campaign and list management
  • Chat
  • Cloud APIs
  • CRM integrations
  • CTI and screen pop
  • Email customer care
  • IVR (interactive voice response)
  • Local or Toll-Free Number Options
  • Mobile customer care
  • Multichannel
  • More than 100 standard reports
  • Power dialer
  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • Quality Monitoring
  • Queue callback
  • Real-time reporting and dashboards
  • Skills-based routing
  • Social customer care
  • Speech recognition
  • TCPA Compliance
  • Text-to-speech
  • UC Integrations
  • Web callback
  • Workforce Management

Five9 Position In Our Categories

Knowing that businesses have particular business needs, it is only logical that they steer clear of choosing an all-encompassing, ideal software system. At any rate, it is nearly futile to try to chance on such an app even among popular software solutions. The reasonable step to do is to list the varied major aspects which demand research like key features, price terms, skill competence of staff members, business size, etc. Thereafter, you should perform the research systematically. Read these Five9 evaluations and check out the other applications in your shortlist more closely. Such well-rounded research guarantee you take out unfit applications and select the system that has all the tools you require company requires to achieve growth.

Position of Five9 in our main categories:

TOP 100

Five9 is one of the top 100 Customer Support Software products

Five9 is also listed in the following subcategories:

Since each enterprise has specific business requirements, it is prudent for them to desist from searching for a one-size-fits-all perfect software solution. Needless to say, it would be pointless to try to find such a system even among widely used software solutions. The intelligent thing to do would be to catalog the various vital factors that need consideration such as required features, budget, skill levels of employees, company size etc. Then, you should do your homework thoroughly. Read some Five9 Call Center Software reviews and check out each of the other solutions in your shortlist in detail. Such comprehensive groundwork can ensure you reject ill-fitting applications and zero in on the app that presents all the elements you need for business success.

How Much Does Five9 Cost?

Five9 Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Five9 offers flexible pricing options with annual or month-to-month contracts. Annual contracts provide reduced fees compared to month-to-month contracts. Contact Five9 directly for more pricing details.

User Satisfaction

Positive Social Media Mentions 31
Negative Social Media Mentions 3

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Five9 reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Five9. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Screenshots

Technical details

Devices Supported

  • Windows
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Five9 Comparisons

Five9 user reviews

Needs a few tweaks–but overall, it works great!

Read full review >
Clair
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 04.10.2019 Company Size: More than 100 Employees Industry: Outsourcing/Offshoring

Perfect for a start-up team like ours.

Read full review >
Lesly
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.09.2019 Company Size: 1-10 Employees Industry: Hospital & Health Care

Helps us perform our jobs better.

Read full review >
Demetrius
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 09.09.2019 Company Size: More than 100 Employees Industry: Music

Very rich software but lacks crucial features

Read full review >
Greg
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.09.2019 Company Size: More than 100 Employees Industry: Marketing and Advertising

Very user-friendly.

Read full review >
Gerard
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2019 Company Size: 11-50 Employees Industry: Computer Software

What are Five9 pricing details?

Five9 Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Five9 offers flexible pricing options with annual or month-to-month contracts. Annual contracts provide reduced fees compared to month-to-month contracts. Contact Five9 directly for more pricing details.

What integrations are available for Five9?

Five9 offers robust pre-built integrations with leading CRM solutions. Some of these integrations include:

  • Five9 Cloud Contact Center CTI for Salesforce
  • Five9 On-Demand Call Center Software for NetSuite
  • Microsoft Dynamics CRM Online
  • Oracle Service Cloud
  • SugarCRM
  • Zendesk
  • Zoho CRM
  • Custom CRM Solutions

Five9 average rating:

Average score
4.5/5 (17 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Ryan

PROS: It is everything we want in a call software. Five9 can do everything we want a dialer to do. I just can't put into words how very pleased we are with Five9 and its rich set of features. Our call center operations are now streamlined.

CONS: Call quality gets affected when our internet slows down to 50mps. If it drops further to 40mps, instances of dropped calls rise.

Reviewed 1 year ago

Read full review >

The least favorable review

Terrence

PROS: Five9 definitely is a very good dialing software. I also love the many ways I could control how the system dials the data. On top of that, the administration panel is fairly simple and navigation is not a problem.

CONS: The reporting functionality is quite complicated and requires a great deal of time to really learn this feature. I had a hard time creating custom reports, which is way easier if I did it on Excel.

Reviewed 2 years ago

Read full review >

More reviews from 17 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Needs a few tweaks–but overall, it works great!

Read full review >
Clair
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 04.10.2019 Company Size: More than 100 Employees Industry: Outsourcing/Offshoring

PROS: So far, everything about this solution works properly. We've been able to carry out calls without major issues. Tracking correspondences between agents and customers is quite easy to do too.

CONS: It does have its moments--sometimes it lags and other times it freezes. We use this with other call-tracking solutions, and it can't seem to keep up. This can be a bit annoying, especially if we anticipate for the call to be of an urgent matter.

What do you think about this review? Great Poor

Perfect for a start-up team like ours.

Read full review >
Lesly
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.09.2019 Company Size: 1-10 Employees Industry: Hospital & Health Care

PROS: Five9 is a solution that really respects the needs of their clients. Given the nature of my job, I initially required a couple of services and specific capabilities hooked into my Five9 account. The customer support had been great in assisting me set-up my account. They were also quick to install the additional functionalities that I needed.

CONS: It's a tall order to share your account to as many people as you need. I usually need to wait for other users to log out so that I can enjoy this tool too.

What do you think about this review? Great Poor

Helps us perform our jobs better.

Read full review >
Demetrius
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 09.09.2019 Company Size: More than 100 Employees Industry: Music

PROS: I really love the presentation of the dashboard--everything is where it should be. I can easily access the queue tracker to see the number of pending clients. The skin or the environment is quite pleasant to work with as well.

CONS: I don't have any major issues so far. There have been times when I've been disconnected from calls--but my internet connection is to blame for that.

What do you think about this review? Great Poor

Very rich software but lacks crucial features

Read full review >
Greg
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.09.2019 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: Five9 is so flexible that we can easily adapt to the ever changing needs of our clients. It also integrates with our existing CRM system and has no problems retrieving information from another partner solutions we are using. Five9 enables me to have a direct access to information and implement changes wherever I am via th Admin and supevisor consoles.

CONS: While I do love the product, I am not impressed with their support. There are instances where I felt that they are not enthused to help me out with issues and that they are not knowledgeable about their product.

What do you think about this review? Great Poor

Very user-friendly.

Read full review >
Gerard
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2019 Company Size: 11-50 Employees Industry: Computer Software

PROS: Unlike other solutions of its kind, Five9 is simple. It does not require unnecessary steps--it gets the job done easily and without hassle to users. Setting it up had been a breeze too. All we needed were a pair of earphones and voila--it's easy to answer calls wherever our agents may be. We've been using this for more than a year now, and our productivity has definitely skyrocketed. This is a great tool that simplifies our work process and supports our team's goal.

CONS: I do have a couple of issues I would like to raise. First of all, I feel that the support team needs a little more training. I appreciate that they try to help whenever I call to them for any issue or another, but really, all that they do is pretend to help--there is no work getting done. I speak from experience because there has been a couple of instances when I had to call for their support. When it comes to attentiveness, they do deliver though. They always check in on me and ask me questions--they just lack the know-how in addressing certain tech issues. Another issue that I have is the lack of support for square approaching numbers. The mix-ups happen often.

What do you think about this review? Great Poor

The reports that we’ve generated are complete and accurate.

Read full review >
Catherine
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 21.08.2019 Company Size: More than 100 Employees Industry: Internet

PROS: One thing that Five9 can brag about is usability and ease of use. Anyone--from both managers and agents alike--can easily manipulate its purpose for our shared goal. It allows me to oversee operations and retrieve reports to verify my observations with numbers.

CONS: There have been a couple of instances in the past where we've been forced to reboot due to a slow internet connection. Other than this, everything works fine.

What do you think about this review? Great Poor

I love everything about this!

Read full review >
Benton
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 06.08.2019 Company Size: More than 100 Employees Industry: N/A

PROS: Five9 makes it easy for me to track my calls--pending or otherwise. It is a catalyst to my productivity at work. Thanks to it, I no longer forget to call back customers and record important conversations.

CONS: I don't have any issues with Five9--it works great!

What do you think about this review? Great Poor

A great support for remote workers.

Read full review >
Lonny
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 29.07.2019 Company Size: More than 100 Employees Industry: Insurance

PROS: I love how Five9 supports remote employees too. I can easily log on to the server and clock in the necessary hours--all at the comforts of my home. I've been using this ever since I was an agent up until now.

CONS: This is very internet-dependent, so I have to constantly check on my net speed. Other than this, Five9 works perfectly fine.

What do you think about this review? Great Poor

Offers great support!

Read full review >
Santiago
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.07.2019 Company Size: Industry: Telecommunications

PROS: I've been using this every day for the past few years, and I'm pretty happy about it. Thanks to it, my team and I are now a well-oiled machine. Whenever we encounter any issues, the support team are always at-the-ready to extend their help.

CONS: For now, I see myself working with Five9 in the long run. Everything about it just works for me and our workflow.

What do you think about this review? Great Poor

No other call software is better than this!

Read full review >
Ryan
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.10.2018 Company Size: More than 100 Employees Industry: Financial Services

PROS: It is everything we want in a call software. Five9 can do everything we want a dialer to do. I just can't put into words how very pleased we are with Five9 and its rich set of features. Our call center operations are now streamlined.

CONS: Call quality gets affected when our internet slows down to 50mps. If it drops further to 40mps, instances of dropped calls rise.

What do you think about this review? Great Poor

My Throughts on Five9

Read full review >
Charlotte
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.08.2018 Company Size: 11-50 Employees Industry: Hospital and Health Care

PROS: Set up and implemenation is a breeze and I love how very friendly the system is once we rolled it out. We have a small call center environment and Five9 fits like a glove. The support team responds to our issues in a timely manner and follows up thgouth phone or email. While the Salesforce integration has its pain, it is working now.

CONS: I wish Five9 would work with Internet Explorer as it is with Google Chrome. It can be a pain since with Chrome, we should have a very specific version of Java and then ensure that it does not automatically update Java. We had troubles with double logs too in Salesforce and had to uninstall some apps to resolve the issue.

What do you think about this review? Great Poor

Personal Take on Five9

Read full review >
Melanie
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 23.03.2018 Company Size: More than 100 Employees Industry: Retail

PROS: The integration with ZenDesk is solid and it is the one thing that really matters to us. We are committed to implementing Zendesk for reports, email management, as well as integrations with other applications.

CONS: Five 9 relies heavily on Java and it is really something that can cause problems because it constantly updates.

What do you think about this review? Great Poor

Pros and Cons

Read full review >
Terrence
3/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 10.03.2018 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: Five9 definitely is a very good dialing software. I also love the many ways I could control how the system dials the data. On top of that, the administration panel is fairly simple and navigation is not a problem.

CONS: The reporting functionality is quite complicated and requires a great deal of time to really learn this feature. I had a hard time creating custom reports, which is way easier if I did it on Excel.

What do you think about this review? Great Poor

Powers our cloud telephony operations

Read full review >
Steve
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 23.02.2018 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: I love how extensive their one-on-one training with us when we on-boarded with Five9. The accoynt rep assigned to us was really helpful and walked us through to every detail and aspect of the system. I also like that we have 24/7 access to our account rep for the first 60 days of our contract. We view things like that as very valuable blocks to a successful partnership.

CONS: Their reporting features could use some improvement in terms of functionality and visuals. They also lack that dashboard feature found in many other telephony solutions providers.

What do you think about this review? Great Poor

Easy to configue and use with many potential applications!

Read full review >
Bradley
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.02.2018 Company Size: 11-50 Employees Industry: Financial Services

PROS: Getting Five9 started is a walk in the park. The initial setup did not present any difficulty and we were able to get things going quickly. Also, I love how we can implement changes once the system was live.

CONS: I wish Five9 offers more customization options with their reporting features as well as the ability to access raw information and then make my own queries to retrieve the data I need.

What do you think about this review? Great Poor

Does its job

Read full review >
Leona
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 26.01.2018 Company Size: More than 100 Employees Industry: N/A

PROS: It is very user-friendly helpdesk software which is clearly indicated by its simple user interface. The feature set is robust but what really stands out is it ability to support Salesforce. We did not have any issues as it can handle massive volumes of outboudn calls and facilitate incoming calls fairly easily.

CONS: There are times when the whole system hangs but not very often. Still, it is something we want to see addressed in the future. There are lacking dashboard features as well.

What do you think about this review? Great Poor

Wise investment

Read full review >
Otis
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.12.2017 Company Size: More than 100 Employees Industry: Construction

PROS: The system enables me to have a very good visual on how my agents perform and what they do to better manage their time. Also, the call recording feature is an excellent tool for training new and experienced agents.

CONS: I am not a fan of their custom reports. Making them isn't very friendly to say the least. I had to go through a trial and error process to finally have the custom report templates we need.

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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