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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

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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.

8.4
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 18)

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.

Contact Center Cloud solution that offers the biggest bang for your buck!

Rating: 8 out of 10
Incentivized
February 17, 2017
SC
Sean Conyette
Director of Sales and Customer Support
IncStores.com (Retail, 11-50 employees)
Vetted Review
Verified User
Five9
8 years of experience
View profile
Use Cases and Deployment Scope
We utilize the entire Five9 offering with the exception of Workforce Management. Inside Sales and Customer Support utilize Five9 to manage all access channels (Phone, Chat, Email & Social Media), along with utilizing Web to Lead functionality to immediately contact potential or existing customers when they have selected to complete a web form.
Pros
  • Provides easy to use infrastructure for IVR deployment. It took our Contact Center less than 2 business days to successfully implement five9 into our environment.
  • Blended functionality has allowed us to increase revenue per day by allowing for transparent transition from IB to OB.
  • Reporting has helped increase agent productivity and afforded us transparency when attempting to improve agent's ability to handle more calls in a typical 8 hour shift
  • Real time reporting (Supervisor Desktop) allows for immediate access to agents positions and states. We have utilized this tool by allowing all agents to have access and to manage their non-ready time with their peers. Service Levels are 90/10, along with lower than 10-15 ASAs.
Cons
  • Technical Support has room for improvement still. In the last year, this particular service had improved tremendously. We experienced typically 4-6 outages a year and last year we experienced two outages.
  • Adding the new agent desktop feature has been a godsend for us and we have moved our entire agent workforce over to this web based application and abandoned the Java application. There are additional costs to do this and that was unexpected. The offset for me, is that we still have access to Java in the event we experience future challenges with the web based app.
  • More extensive Email channel adaptability would be nice
Likelihood to Recommend
Well suited for SMB contact center operations. Recently Five9 has embarked on attracting more Enterprise-sized companies and have had success adding larger contact centers to their portfolios. Inbound, OutBound and Blended environments would benefit from this reasonably priced cloud-based contact center solution.

Five9 - A Scalable VoIP Solution for Remote Contact Centers

Rating: 9 out of 10
Incentivized
February 14, 2017
AT
Ariana Thompson
Support Improvement Manager
OrderUp (Food & Beverages, 51-200 employees)
Vetted Review
Verified User
Five9
4 years of experience
View profile
Use Cases and Deployment Scope
We use Five9 for our remote customer support department. It helps us provide a phone solution for remote agents spread over different timezones. Five9 provides us with recording capability for quality audits and training examples. Additionally, it gives us detailed, custom reporting that our team can create and schedule within the platform, in addition to exportable data into other programs, such as Looker.
Pros
  • Ease of user administration and permission level customization for all users.
  • Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
  • Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
Cons
  • 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.
Likelihood to Recommend
Five9 is great as a remote VoIP option for contact centers who handle phone calls from customers. The call queue is straightforward and can be customized based on the level of volume an agent can and should handle.

Five9 is a great idea for anyone who is doing an outbound campaign where they are using an auto-dialer and has features like a do not call list and a salesforce integration to help organize contact information.

Five9 is less useful for managers or people who don't have specific metrics because it will throw off the reporting with long handle times or non applicable dispositions.

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.
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