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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 powerful tool for enrollments

Rating: 10 out of 10
April 29, 2025
IncentivizedVetted ReviewVerified User
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 ...
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Revanth Thokachichu
Engineer - Information Technology
Software Engineer
Teladoc
Five92 years of experience
Verified on LinkedIn

Five9 Support

Rating: 10 out of 10
April 29, 2025
IncentivizedVetted ReviewVerified User
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. W...
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Verified user
Supervisor
Five92 years of experience

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
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Pricing

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Core

Contact sales team

Cloud
Contact sales team

Premium

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Cloud
Contact sales team

Optimum

Contact sales team

Cloud
Contact sales team

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.

8.4
Avg 8.3

Workforce Optimization (WFO)

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

8.7
Avg 8.2
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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 Infinity™ and 8x8 Work are common alternatives for Five9.

Reviewers rate Inbound call routing highest, with a score of 9.4.

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

(122)

Reviews

(1-5 of 41)

We rely on Five9 for our inbound and outbound contact centers

Rating: 10 out of 10
Incentivized
October 09, 2017
MZ
Matt Zemon
President & CEO
Bernard (Outsourcing/Offshoring, 501-1000 employees)
Vetted Review
Verified User
Five9
5 years of experience
View profile
Use Cases and Deployment Scope
Bernard uses Five9 Virtual Contact Center for inbound and outbound purposes across the entire organization for all clients who do not require us to use their phone system. We use Five9 in our physical call centers as well as with our work-at-home agents.
Pros
  • 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.
Cons
  • We don't have any requests currently for Five9.
Likelihood to Recommend
Five9 is well suited for:
Companies that need scalability up and down throughout the year.
Companies with premise based and at-home agents.
Companies with inbound and outbound needs.

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.

A Great, High Volume Outbound Dialer

Rating: 8 out of 10
Incentivized
November 12, 2019
Verified User
Manager in Marketing
Financial Services Company, 51-200 employees
Vetted Review
Verified User
Five9
2 years of experience
Use Cases and Deployment Scope
We used the Five9 Predictive dialer for our outbound sales call centers. The business problem this addressed for us was to quickly contact, qualify, and communicate with hundreds of thousands of customer inquiries per year.
Pros
  • Salesforce integration. We leveraged Five9's Salesforce integration to log all call activity into Salesforce as Tasks. This allowed us to be able to report on our sales team's activities to know who our team interacted with.
  • Inbound IVR. We had a very complex use case for inbound call routing, so we leveraged Five9's IVR to determine where a call should be routed, to an agent directly? To the general queue? etc.
  • Automation for dialing cadences. We had a very aggressive and complex dialing cadence that, in our research and evaluation of other dialers, only Five9 could handle. It was consistent and reliable, which gave us the confidence that we could execute our exact dialing strategy/cadence with every lead.
Cons
  • Tying call records to Salesforce records. This was a drawback for us when we integrated Five9 with Salesforce was that the default integration did not allow us to access call recordings directly in Salesforce.
  • Five9 doesn't have a way to count up the total number of dials a given phone number has been dialed across all lists. For example, if a lead belonged to both our West Coast list and part of our "Special Promotion" list, that phone number had 2 separate dial counts which were very inconvenient to cap the total number of calls to a particular phone number and to report on such a metric.
  • The admin panel is a desktop Java application that feels really old and outdated.
Likelihood to Recommend
Very well suited dialer for high volume outbound call centers. Probably less suited for organizations with no full-time technical resources to manage the dialer.

Really Happy with Features and Personal Support

Rating: 10 out of 10
Incentivized
April 08, 2025
ST
Susan Thurber
Director of Contact Center Operations
The Rothenberg Law Firm (Law Practice, 51-200 employees)
Vetted Review
Verified User
Five9
1 year of experience
View profile
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.

Five9 is the best

Rating: 9 out of 10
Incentivized
September 30, 2016
KP
Kristin Page
Senior Recruiter
Valeo Resources (Human Resources, 11-50 employees)
Vetted Review
Verified User
Five9
2 years of experience
View profile
Use Cases and Deployment Scope
Five9 is the main phone system we use for all our daily calls inbound and outbound. It is used across our entire organization. Five9 is easy to use but does have some issues that I believe could easily be fixed. The main one is that I would like to be on "ready" while being on a campaign without receiving inbound calls. Basically pause my status on the campaign to receive regular calls. For instance when I know I have someone calling in but not sure exactly when, I can be on ready.
Pros
  • Inbound and outbound calls are extremely easy. Dial out or find a previous contact and double click.
  • Contact information is stored particularly well. As a caller comes up on the screen, if pulled from a created list, the caller details are easily seen and easy to verify.
  • I have used many other virtual contact centers and this one is by far the easiest to use.
Cons
  • More options while on campaigns.
  • Pause campaign button.
Likelihood to Recommend
It is well suited for call centers, business offices, and places where many in or outbound calls come through.
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