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Five9

Five9

Overview

What is Five9?

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

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Learn from top reviewers

Five9 has become the Gold Standard!

Rating: 10 out of 10
April 8, 2025
IncentivizedVetted Review
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...
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Verified user
Engineer
Five97 years of experience

Really Happy with Features and Personal Support

Rating: 10 out of 10
April 8, 2025
IncentivizedVetted ReviewVerified User
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 act...
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Susan Thurber
Director - Customer Service
Director of Contact Center Operations
The Rothenberg Law Firm
Five91 year of experience

Five9

Rating: 5 out of 10
March 10, 2025
IncentivizedVetted ReviewVerified User
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 ...
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Verified user
Employee
Five94 years of experience

The Good, the Bad and the Ugly of Five9

Rating: 4 out of 10
June 11, 2024
IncentivizedVetted ReviewVerified User
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 tech...
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Verified user
Administrator
Five911 years of experience

Five9 review

Rating: 9 out of 10
June 10, 2024
IncentivizedVetted ReviewVerified User
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 leverag...
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Verified user
Director
Five98 years of experience
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Pricing

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Core

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Cloud
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Premium

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Cloud
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Optimum

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Cloud
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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.five9.com/products/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Five9: Salesforce Demo

YouTube

Five9Web2Campaign Demo

YouTube

Five9 Intelligent Virtual Agent Integration to Salesforce

YouTube

Five9 Performance Dashboard Demo

YouTube

Five9: Agent Demo

YouTube
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.6
Avg 8.1
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Product Details

What is Five9?

A Five9 Contact Center aims to eliminate the hassle and expense of traditional on-premise contact centers. Five9 is completely cloud-based contact center service, agents can log in from anywhere — they just need a computer, a headset, and a high-speed Internet connection.

Users can communicate with customers through the channel they prefer whether it’s phone, web, chat, email, video, or social media. Five9 boasts delivering better customer engagements and faster response times by empowering agents to handle inbound and outbound contacts from multiple channels all from a single agent desktop.

Five9 Omnichannel Routing is designed to ensure that every interaction is delivered to the right resource at the right time, every time.

Five9 aims to provide everything needed to run an effective inbound, outbound, or blended contact center, including management applications such as real-time and historical reporting, recording, and CRM integrations.

Five9 Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Five9 Screenshots

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Five9 Videos

Learn about Five9 in 14 Seconds
Five9 WFO: Create Happy Customers Without Busting Your Budget
Why you should choose Five9

Five9 Integrations

Five9 Competitors

Five9 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS
Supported CountriesNorth America, Honduras, Panama, El Salvador, Mexico, Colombia, Brazil, Peru, Germany, United Kingdom, Ireland, United Arab Emirates
Supported LanguagesEnglish, French-Canadian, French, Spanish, German, Brazilian Portuguese, and Polish.

Five9 Downloadables

Frequently Asked Questions

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

Avaya Experience Platform and 8x8 Work are common alternatives for Five9.

Reviewers rate Interactive voice response highest, with a score of 9.7.

The most common users of Five9 are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(120)

Reviews

(1-5 of 40)

Great Call Center Tech.

Rating: 9 out of 10
Incentivized
March 15, 2022
DC
Darrell Canty
Outbound Contact Center Representative
LendingTree (Financial Services, 501-1000 employees)
Vetted Review
Verified User
Five9
3 years of experience
Verified on LinkedIn
Use Cases and Deployment Scope
We used Five9 at LendingTree to make outbound calls as an organization our whole call center ran on five9.
Pros
  • Ease of Use.
  • Great call quality.
  • Amazing data insight.
Cons
  • The software was glitchy.
  • A better UX.
Likelihood to Recommend
Five9 is best used when taking a high volume of calls. Whether you doing inbound or outbound calls the software allows for great call quality and the ability to listen to calls was a great perk also. If you don't take more than 100 calls a day then Five9 might not be best for you.

Five9 is an awesome call center manager!

Rating: 8 out of 10
December 13, 2018
Verified User
Project Manager in Marketing
Consumer Services Company, 51-200 employees
Vetted Review
Verified User
Five9
6 years of experience
Use Cases and Deployment Scope
We used Five9 in our call center with about 200 employees to communicate with our clients. I recommend the service to any company starting or needing call center contact service. I don't have any negative feelings about this software and it works really well as a whole to communicate outside and inside of the call center. Also allows you to manage your employees stats. Kudos Five9!
Pros
  • Call monitoring and recording work well and can easily manage
  • Call center statistics with personalized dashboards
  • Voicemail service for callers
Cons
  • Call forwarding feature
  • Mapping and integration with other applications
  • Quality in connection sometimes is poor but could be due to internet bandwidth as well
Likelihood to Recommend
Overall, it's a great software for a call center to use daily, monitor agents, and look at stats. One great feature is you can use it anywhere, so it is perfect for agents who work from home. I like the ability to monitor and record calls especially since we need to listen to solve client issues from time to time.

Five9 is one-stop shop for Call Center needs

Rating: 10 out of 10
Incentivized
March 02, 2020
SB
Shanna Baty
Paralegal/Supervisor
Summit Conversions (Legal Services, 11-50 employees)
Vetted Review
Verified User
Five9
3 years of experience
View profile
Use Cases and Deployment Scope
Our law office has a call center that uses Five9 to call purchased leads to qualify clients for disability. We use an automatic dialing system with an IVR script that calls clients based on time zone, priority, and redial rules. We have separate campaigns and dialers, depending on where our clients are in the filing process. The dialer allows us to call more people at specialized ratios, and the system auto dispositions phone calls for voicemails, dead air, fax machines, busy, etc., so that our call center agents spend most of their time talking to our clients and not working through bad contacts or leads.
Pros
  • Auto dials and dispose of records
  • Allows call back timers to be set so that clients returned calls aren't forgotten.
  • Reporting on agent KPI's
  • Helping call center agents manage their time
  • Weeding out "bad" or "junk" leads
Cons
  • Easier to use IVR scripting
  • A web based administration console
  • The gamification element automatically tied to the agent console.
Likelihood to Recommend
Five9 has increased the number of calls our call center was making tenfold. The system has settings to control the agent-to-call ratio. The system has built-in features to monitor your abandonment rate so that you are operating within the FCC guidelines, which can get expensive if you violate them. The system can control the amount of time in between calls and helps maintain that your call center agents are getting the most out of their time on the phone.

Five9 Virtual Call Center Review: the good and the bad.

Rating: 7 out of 10
Incentivized
February 14, 2018
Verified User
Administrator in Information Technology
Hospital & Health Care Company, 11-50 employees
Vetted Review
Verified User
Five9
1 year of experience
Use Cases and Deployment Scope
We have over 20 agents that use Five9 daily to make calls to patients, insurance agencies and other organizations. It's our main source of a communication portal across the whole organization, except for a few of us that still use ShoreTel because we own the license and that saves us subscription fees. Five9 is used in a medical bill negotiating company to manage all communications with concerned individuals and organizations, to schedule queue callbacks, handle voicemail and generate reports on team performance and more.
Pros
  • IVR building
  • Managing users with profiles and ease
  • Ability to create whisper prompts from text
  • Pretty consistent mostly
Cons
  • Customer support that is quick to respond, but unable to figure out issues that are not cut and paste, for weeks on, which can be frustrating.
  • A Java-based VCC application that requires Java and is not web-based in 2018!? You actually have to download the Java file every time you login if you want to keep current.
  • An incredibly complex report-generating tool that the support team from Five9 themselves have told me "It's a hit or miss" deal.
  • Some of the weirdest issues with audio quality, service interruptions and login issues happen, and there's almost always no explanation and the blame is shifted back on us even though we have an excellent network that has been tested by Five9 themselves, and our devices are impeccable and well managed. In the end, you just close the tickets because the issues randomly stop occurring, just as they started. Until the next one ...
Likelihood to Recommend
If you have a mission-critical and "must be on at all times" kind of a need, I wouldn't advise you go with Five9. It's woes are bearable (mostly) for a small company like ours. But I can't imagine supporting hundreds of agents and getting the torrents of requests.

Five9 -- the right choice for small and mid size call centers

Rating: 7 out of 10
Incentivized
April 16, 2019
VM
Valery Mezentsau
IT Department Manager
Acceptance Solutions Group (Financial Services, 51-200 employees)
Vetted Review
Verified User
Five9
1 year of experience
View profile
Use Cases and Deployment Scope
We are using Five9 as the main phone system in our call center. We have on average about 150 call center employees and didn't have major issues with Five9 (that were caused by the vendor). The platform is used for phone calls to our customers to perform financial services. The quality of the phone call is a very important part for us and Five9 matches that.
Pros
  • Web interface for call center agents and supervisors.
  • Minimal software requirements to make phone calls.
  • Call recordings, reports, analysis charts - everything is right here.
  • Quality of calls and number of different dialer options and features.
  • Full access to user profiles in the admin application, no need to contact the vendor for user management.
  • Very flexible configuration of campaigns, skill-sets, roles, etc.
  • Tablet version of Supervisor application for training and QA purposes.
Cons
  • Customer support -- in many cases useless, especially for minor issues.
  • The Java-based application was horrible, but since we moved to the Web-based application, this is no longer the issue.
  • A lot of issues related to cached Internet files, Web Cookies, etc.
  • The user interface for the agent app should become more user-friendly.
  • No history tracking for the messaging system.
Likelihood to Recommend
This is a very good telecom solution for small and mid-sized companies. From my previous experience with other "cloud-based" telecom solutions, Five9 is the best one. I think that Five9 solution is pretty much the right choice for call centers and companies with a huge amount of inbound and outbound calls.
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