What users are saying about
48 Ratings
48 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 48 reviews and ratings
Likelihood to Recommend
Five9
Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
- Organizations that rely on texting.
- Organizations with low tech literacy on their teams.
- Organizations with little ability to manage tools like this.

Verified User
Director in Quality Assurance
Higher Education Company, 201-500 employeesFeature Rating Comparison
Contact Center Software
Five9
7.9
Agent dashboard
Five9
7.0
Validate callers
Five9
8.0
Outbound response
Five9
8.0
Call forwarding
Five9
6.0
Warm transfer
Five9
7.0
Predictive dialing
Five9
8.0
Call tracking
Five9
9.0
Multichannel integration
Five9
9.0
CRM software integration
Five9
9.0
Workforce Optimization (WFO)
Five9
9.1
Inbound call routing
Five9
9.0
Recording
Five9
9.0
Quality management
Five9
9.3
Call analytics
Five9
9.0
Historical reporting
Five9
9.0
Live reporting
Five9
9.0
Pros
Five9
- Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
- Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
- Security- We do not have to worry about security.
- Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
- Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
- Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
- Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
- Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
President & CEO
BernardOutsourcing/Offshoring, 501-1000 employees
Cons
Five9
- Java based desktop application is a pain to keep updated.
- The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
- The help center for documentation isn't well organized and the documentation needs substantial editing.
Support Improvement Manager
OrderUpFood & Beverages, 51-200 employees
Support Rating
Five9
Five9 8.4
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.

Verified User
General Manager in Customer Service
Consumer Electronics Company, 51-200 employeesAlternatives Considered
Five9
While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.

Verified User
Strategist in Marketing
Security & Investigations Company, 5001-10,000 employeesReturn on Investment
Five9
- We are able to contact more clients on a daily basis
- We are able to record and monitor phone calls for quality assurance
- We are able to measure all KPI's for agent performance
- The Do Not Call list is incredibly easy to add and remove clients
Paralegal/Supervisor
Summit ConversionsLegal Services, 11-50 employees
Screenshots
Pricing Details
Five9
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required