Five9 serves organizations by enhancing contact center operations, primarily through robust integration capabilities and improved agent productivity. In TrustRadius reviews, users leverage the platform to integrate with existing CRM and marketing cloud systems, facilitating seamless data flow for both inbound and outbound campaigns. This integration is noted for adding a cloud layer to existing unified communications solutions without disruption, significantly boosting agent efficiency and call volume handling.

While reviewers frequently cite cost savings and a competitive licensing model as benefits, the platform has notable areas for improvement. Concerns include an outdated user interface, cited by three reviewers, and issues with call stability, leading to frequent dropped calls. Reviewers generally find Five9 positively impacts business objectives by optimizing agent performance and ensuring proper call handling, despite these functional and aesthetic drawbacks.

Pros

Seamless integration with CRM and marketing cloud systems
Enhanced agent productivity and streamlined workflows
Intuitive user experience for agents
Effective inbound and outbound call management
Comprehensive activity tracking and reporting

Cons

Outdated user interface requiring modernization
Supervisor console issues, including basic functionality and intermittent access
Frequent call drops impacting service delivery
Limited advanced CRM integration options, particularly for prioritization
Connectivity and performance concerns requiring stable high-speed internet

What positive or negative impact (i.e. Return on Investment or ROI) has Five9 had on your overall business objectives?

From 7 reviews | Last Published May 27, 2026

Summary

Five9 demonstrates a positive impact on business objectives and return on investment, primarily through enhancements in operational efficiency and cost management. Reviewers frequently highlight improvements in agent productivity and effective call routing, each cited by 2 of 7 reviewers. The platform's ability to streamline agent workflows, particularly through CRM integration, is a significant driver of efficiency gains. Furthermore, cost savings are noted, with the licensing model presenting a more economical alternative to competing solutions and enabling the utilization of a broader range of personnel. While the feature set is generally seen as beneficial, allowing for the consolidation of communication tools, there is a mixed sentiment regarding its completeness, as some reviewers point out the absence of a unified communications component. Overall, the evidence suggests Five9 contributes positively to business objectives by optimizing agent performance, ensuring proper call handling, and offering a competitive cost structure.

Top Quotes

Cost Savings

“The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.”

Agent Productivity

“agent productivity increased by 300%”

Call Routing

“Allows us to ensure all inbound calls are routed properly”

Besides Five9, what other software do you regularly use? How likely would you be to recommend it to a friend or colleague?

From 7 reviews | Last Published May 27, 2026

Summary

Reviewers frequently integrate Five9 with a diverse array of other software to support various business functions, with several distinct categories of tools identified by 2 of 7 reviewers. These supplementary applications include components of the Salesforce ecosystem, other contact center platforms, and general collaboration tools. The varied selection of tools suggests that organizations leverage Five9 as part of a broader, often customized, technology stack. This approach allows users to address specific needs in areas such as customer relationship management, advanced contact center operations, and internal team communication, indicating a preference for specialized solutions that complement Five9's core capabilities rather than a single, universally adopted alternative. The diversity within each category highlights a lack of consensus on specific preferred tools, pointing to a mixed landscape of supplementary software choices.

Top Quotes

Salesforce Ecosystem

“Salesforce Data Cloud, Paubox Email Suite, Copado”

Contact Center Platforms

“Amazon Connect, Gladly CX Platform, ServiceNow Now Platform”

Collaboration Tools

“Litify, Slack, Snagit”

Describe how you use Five9 in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 7 reviews | Last Published May 27, 2026

Summary

Five9 is primarily utilized by organizations to enhance contact center operations through robust integration capabilities and improved agent productivity. Three of 7 reviewers highlighted the platform's ability to integrate with existing CRM and marketing cloud systems, facilitating seamless data flow for both inbound and outbound campaigns. This integration is noted for adding a cloud layer to existing unified communications solutions without disruption. The product also significantly boosts agent efficiency, with two of 7 reviewers reporting substantial increases in call volume handled per agent due to streamlined processes and minimal lag time between calls. However, two of 7 reviewers also raised concerns about connectivity and performance, citing issues such as dropped calls and the need for frequent cache clearing, which can be frustrating and requires a stable high-speed internet connection. Additionally, while Five9 supports call routing for processes like member enrollment, one reviewer indicated ongoing efforts to optimize phone tree configurations to improve transfer accuracy.

Top Quotes

Call Volume Productivity

“But now every agent is completing almost 100 calls which has increased their productivity by 300%.”

Connectivity and Performance Issues

“We have a lot of issues with connectivity and calls being dropped. We have to clear our cache frequently to get it to work. It requires high speed internet and a lot of the time we have issues getting it to work. It can be frustrating.”

Integration with Other Systems

“We get eligible members data from our marketing team and integrated with the Marketing cloud.”

Please provide some detailed examples of areas where Five9 has room for improvement.

From 7 reviews | Last Published May 27, 2026

Summary

Reviewers frequently identify several areas where Five9 could enhance its platform, primarily focusing on user experience and system stability. A significant point of concern, noted by three of seven reviewers, revolves around the user interface, which is described as needing substantial modernization and a more streamlined appearance. Beyond the UI, the platform's integration capabilities with CRM systems, particularly Salesforce, were cited by two reviewers as requiring more advanced options for prioritization and embedding. Furthermore, issues affecting operational efficiency were raised by some users; two reviewers reported problems with the supervisor console, including basic functionality and intermittent access loss. Another critical area for improvement, mentioned by two reviewers, is call stability, with reports of frequent call drops impacting service delivery. These observations collectively suggest opportunities for Five9 to refine its user-facing components, enhance third-party integrations, and bolster system reliability.

Top Quotes

User Interface Improvements

“The Five9 VCC User Interface can be improved a lot”

CRM Integration

“Can improve capabilities around prioritization and automations that can be done with Salesforce.”

Supervisor Console Issues

“They need to improve the supervisor console because it's very basic.”

Please provide some detailed examples of things that Five9 does particularly well.

From 7 reviews | Last Published May 27, 2026

Summary

Five9 is noted for several aspects that enhance agent efficiency and operational oversight within contact center environments. Reviewers frequently highlight its effective integration capabilities, particularly with CRM platforms, which streamlines workflows. The platform's user experience is also a notable strength, simplifying agent interactions and reducing training overhead. Furthermore, Five9 provides robust features for managing outbound and inbound calls, supporting diverse departmental needs and improving agent productivity. The system's ability to track and report on various activities also contributes to its perceived value, offering insights into call dispositions and overall performance.

Top Quotes

Salesforce Integration

“screen pop up in salesforce when the call is connected”

Ease of Use

“Very easy to disposition a connected call”

Call Handling Features

“Progressive dialing”

View All Reviews

Five9 Reviews

44 Reviews

Basic Dialer for Call Volume.

Rating: 7 out of 10

Incentivized

October 9, 2025

Use Cases and Deployment Scope

Great call center solution to keep dials moving along with a simple approach. There isn't much lag time in between calls kicking in to the next roll out and it is easy to disposition. I really like the features of 'chirp' in as it helps with training and helping reps close deals.

Pros

Easy to use.
Great for training/monitoring.
Great for high-volume call centers.

Cons

Limited analytics.
Outages and Support Issues.
Lack of Advanced AI capabilities.

Likelihood to Recommend

If you are in a churn-and-burn environment where maximizing call volume is crucial, this solution is perfect for you. Although it may not offer the best pricing or support, it is really easy for new users to navigate and keep calls rolling. Ideal for entry-level sales reps, focusing on the sheer volume of calls made daily.

Verified User

Executive in Corporate (51-200 employees)

Vetted Review

13 years of experience

Five9 is a GOOD tool but needs to visual improvement.

Rating: 9 out of 10

Incentivized

October 6, 2025

Use Cases and Deployment Scope

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles, as they sometimes lose access without making significant changes to the admin console. While it's a tool that has helped us complete various tasks to contact our customers, it has also enabled us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, whereas Zoom Phone only allows reusing existing numbers.

Pros

it makes it easier to assign new contact numbers to agents.
Good tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others.
it's a tool that has helped us complete various tasks to contact our customers.
It's a good tool with an easy-to-use interface for new users.

Cons

They need a more minimalist look.
They need to improve the supervisor console because it's very basic.
These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console

Likelihood to Recommend

We use Five9 as a tool to make and receive calls from various departments such as Customer Service, Underwriting, Claims, and others. It's a tool that has helped us complete various tasks to contact our customers. It has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers. It's a good tool with an easy-to-use interface for new users.

Verified User

Professional in Information Technology (201-500 employees)

Vetted Review

2 years of experience

Five9 powerful tool for enrollments

Rating: 9 out of 10

Incentivized

April 29, 2025

Use Cases and Deployment Scope

We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.

Pros

Progressive dialing
screen pop up in salesforce when the call is connected
List sync plus package for syncing records into Five9 Dialer
Logging tasks in salesforce for every call.
Very easy to disposition a connected call

Cons

The Five9 VCC User Interface can be improved a lot
recently they improved their reporting interface. Still lot of scope for improvement in UI here too
Can improve capabilities around prioritization and automations that can be done with Salesforce.

Likelihood to Recommend

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement.

Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- salesforce automation.

Revanth Thokachichu

Software Engineer in Information Technology at Teladoc (1001-5000 employees)

Vetted Review

2 years of experience

Verified on LinkedIn

Five9 Support

Rating: 10 out of 10

Incentivized

April 29, 2025

Use Cases and Deployment Scope

We use Five9 in different departments in our agency. In my particular department we do transfer calls to other departments if they select the wrong option on the phone tree. We are currently working on redoing the phone tree so that the agents are transferred to the correct department. Overall, Five9 has been a great experience.

Pros

Five9 makes transferring to different departments easy.
Five9 has a messaging option
Five9 dispositions are nice for when a supervisor needs to look into the call

Cons

Five9 does seem to drop calls often.
Five9 would be nice to have extensions
My team does not like the auto answer feature of Five9

Likelihood to Recommend

Five9 has been a great experience for my team in my organization. The only issue we find is that agents don't listen to the prompts in the phone tree and will select the wrong options. My team also likes the messaging option to other users. I personally as a supervisor like the option that you can listen to the phone call while the user is on the phone talking.

Verified User

Supervisor (201-500 employees)

Vetted Review

2 years of experience

Really Happy with Features and Personal Support

Rating: 10 out of 10

Incentivized

April 8, 2025

Use Cases and Deployment Scope

Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.

Pros

tracking all voice and digital activity
integration with salesforce and litify
my support engineer is very knowledgably and available to me

Cons

need more option on how the phone embeds into Salesforce
call center agents and backend agents should be able to see presence

Likelihood to Recommend

Five9 is a great tool you can integrate with your CRM allowing you to track all activity. Both user and automated activity. Creating outbound call campaigns to ensure available agents are making outbound calls has a ton of features so you can customize to your business needs. Building inbound IVR's with all types of call routing rules is also great. The way activity can be seen and managed between Five9 and Nextiva, our office telephony system, however is lacking.

Susan Thurber

Director of Contact Center Operations in Customer Service at The Rothenberg Law Firm (51-200 employees)

Vetted Review

1 year of experience

View profile

Five9 has become the Gold Standard!

Rating: 10 out of 10

Incentivized

March 21, 2025

Use Cases and Deployment Scope

We re-sell Five9 to our customers and partner as a fully CCaaS solution to better assist in their customer journey. The key business challenge Five9 assist in is where you can have a RoI withough disrupting th existing UC or UCaaS solution in place and adding an extra layer but in the cloud.

Pros

Intuity
Customer Experience
Interoperobility
scalability

Cons

Add UCaaS to the portfolio
More Seamless CRM integration
hybrid model

Likelihood to Recommend

Five9 Contact Center solution is a perfect fit for a customer that is looking to add a cloud based CX solution that will complement its existing Unified Communications or UCaaS system withough disruption. This allows for a flexile system that will (scale) on demand with changes in existing CX environemnt.

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

Reseller

7 years of experience

Five9

Rating: 5 out of 10

Incentivized

March 10, 2025

Use Cases and Deployment Scope

We us it to make calls every day. We have a lot of issues with connectivity and calls being dropped. We have to clear our cache frequently to get it to work. It requires high speed internet and a lot of the time we have issues getting it to work. It can be frustrating.

Pros

Click to Dial feature is nice

Cons

Connectivity
Requires very high speed internet connection

Likelihood to Recommend

It is used to contact clients and be able to log the time of the calls. If you take a lot of inbound calls it doesn't always log the inbound calls. Would be nice i it worked better for that. I am not sure what is not appropriate for using.

Verified User

Employee in Customer Service (5001-10,000 employees)

Vetted Review

4 years of experience

The Good, the Bad and the Ugly of Five9

Rating: 4 out of 10

Incentivized

June 11, 2024

Use Cases and Deployment Scope

Our company work is in healthcare awareness and uses Five9 to contact patients regarding their prescription usage and results. Clients have live interaction with pharmacy techs and/or pharmacists depending on the questions or their needs.

Pros

predictive dialing
call routing to agents
IVR call flow

Cons

text-to-speech for IVR voice prompt
basic account-level reporting
features that are included instead of ala cart

Likelihood to Recommend

When I was working for a collections company, Five9 was great for handling high-volume outbound and inbound call traffic.
Any small to medium company that doesn't have the call volume to offset the cost. Also, healthcare Insurance can tend to be unbalanced by mainly receiving inbound calls, so you lose the benefit of the smart dialer.

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

11 years of experience

Five9 review

Rating: 9 out of 10

Incentivized

June 10, 2024

Use Cases and Deployment Scope

We had a homebrew ACD system that was very buggy, and many functions did not work. So we implemented Five9 ACD system and it solved many of our issues. We were able to leverage Five9 ACD to setup an IVR that allowed customers to do self-service and leveraged Agent Assist and AI insights to streamline operations for Care agents in generating case notes and analyze effectiveness and efficiency of our Care agents.

Pros

IVR
Agent Assist
AI Insights

Cons

Omnichannel Configurations
Chat widget
Email configurations

Likelihood to Recommend

Very robust ACD system including AI reporting. Might not be the best for centers primarily using email or chat.

Verified User

Director in Sales (201-500 employees)

Vetted Review

8 years of experience

User Friendly CRM Integration Tool

Rating: 9 out of 10

Incentivized

August 23, 2023

Use Cases and Deployment Scope

We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.

Pros

Call recording
Outbound Call Campaign Management
Call routing
internal transfers

Cons

Call Quality
Workforce Management
System Glitch

Likelihood to Recommend

We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.

Verified User

Employee in Product Management (201-500 employees)

Vetted Review

3 years of experience