What users are saying about
26 Ratings
26 Ratings
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Score 7.7 out of 101

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
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
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Feature 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
8.9
Inbound call routing
Five9
9.0
Recording
Five9
9.0
Quality management
Five9
8.6
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.
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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  • The user interface for the agent desktop application is clunky and outdated.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.
Ariana Thompson profile photo

Alternatives Considered

Five9

Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use compared to other software.
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Return on Investment

Five9

  • Positive: No need for on-premises equipment, which saves money.
  • Positive: No need for internal maintenance, which saves IT services time.
  • Positive: Fast deployment, switched from an outdated on-premises solution to Five9 easily.
  • Negative: Support services -- we had issues that were not resolved for weeks.
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Pricing Details

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

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