MENU
GET LISTED
GET LISTED
SHOW ALLPOPULAR CATEGORIES

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

Since companies have unique business-related requirements, it is only wise that they avoid adopting an all-in-one, ”best” solution. Just the same, it would be hard to stumble on such an app even among sought-after software products.
The practicable step to do can be to jot down the several chief factors which require investigation such as key features, packages, technical skill capability of the employees, organizational size, etc. Thereafter, you should conduct the product research to a full extent. Go over some of these Five9 evaluations and scrutinize each of the software solutions in your list in detail. Such all-encompassing product investigation guarantee you stay away from unsuitable software solutions and subscribe to the system which delivers all the features your business requires.

Position of Five9 in our main categories:

TOP 50

Five9 is one of the top 50 Customer Support Software products

Five9 is also listed in the following subcategories:

There are popular and widely used applications in each software category. But are they automatically the best fit for your company’s specific wants? A trendy software product may have thousands of subscribers, but does it present what you require? For this reason, do not blindly invest in popular systems. Read at least a few Five9 Call Center Software reviews and consider the aspects that you want in the software such as the fees, main functionality, available integrations etc. Then, choose a few solutions that fit your requirements. Check out the free trials of these apps, read online opinions, get clarifications from the maker, and do your investigation meticulously. This profound homework is certain to assist you choose the best software platform for your organization’s unique wants.

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

Popular Five9 Alternatives

Top Competitors To Five9 By Price

Product name:
Price:
by quote

Trending Call Center Software Reviews

Product name:
Score:
Satisfaction:
8.0
N/A
7.6
94%

Five9 Comparisons

Five9 user reviews

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

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: 16.09.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

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

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 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

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
4.6/5 (9 user reviews)
4/5

Overall Impression

4/5

Customer Support

5/5

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 12 months 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 9 actual users:

Sort by:

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

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

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: 16.09.2018 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

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
Reviewed By Louie Andre
Page last modified
Did you find this review useful?
Yes No

Thank you for your feedback

How can we make this page better?

TOP
women man women man man women

Join a community of 7,369 SaaS experts

Thank you for the time you take to leave a quick review of this software. Our community and review base is constantly developing because of experts like you, who are willing to share their experience and knowledge with others to help them make more informed buying decisions.

Sign in with LinkedIn Why we require LinkedIn?
  • Show the community that you're an actual user.
  • We will only show your name and profile image in your review.
  • You can still post your review anonymously.

OR

Sign in with company email

Sign in with company email

Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.