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Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and …
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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Popular Features
- Agent dashboard (12)9.292%
- Call tracking (12)9.191%
- Validate callers (12)9.090%
- Quality management (21)7.272%
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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
Product Demos
Five9: Salesforce Demo
YouTube
Five9Web2Campaign Demo
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Five9 Intelligent Virtual Agent Integration to Salesforce
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Five9 Performance Dashboard Demo
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Five9: Agent Demo
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- Competitors
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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
Five9 Videos
Learn about Five9 in 14 Seconds
Five9 WFO: Create Happy Customers Without Busting Your Budget
Why you should choose Five9
Five9 Integrations
- Zendesk Suite
- NetSuite ERP
- Microsoft Dynamics 365
- Salesforce
- Oracle RightNow
Five9 Competitors
- Avaya Experience Platform
- 8x8 Work
- inContact
- Interactive Intelligence
- Genesys
- Cisco
Five9 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
| Supported Countries | North America, Honduras, Panama, El Salvador, Mexico, Colombia, Brazil, Peru, Germany, United Kingdom, Ireland, United Arab Emirates |
| Supported Languages | English, French-Canadian, French, Spanish, German, Brazilian Portuguese, and Polish. |
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 Predictive dialing and Omnichannel inbound 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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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and outbound calls. Users have reported using Five9 to handle customer support, sales, and fundraising calls, among other applications. The software's features, such as call recording capabilities and detailed reporting, have proven valuable for quality audits, training, and performance analysis.
One of the key advantages of Five9 is its flexibility, allowing call centers to seamlessly integrate with other programs like Looker and ZenDesk for enhanced functionality. Users appreciate the ease of installation and training on Five9, finding it convenient for both physical call centers and remote work-at-home agents, especially those operating in different time zones. The software's dialer has been praised for increasing call volume and maximizing agent-client interactions through auto-disposition of calls. Overall, Five9 has proven to be reliable with minimal technical issues and offers a friendly interface that streamlines workflows and improves productivity in various industries.
Intuitive User Interface: Users have consistently praised Five9 for its highly intuitive and user-friendly interface, with numerous reviewers highlighting the ease of navigation and task completion. Many users have found the pleasing design and layout of the interface to be effortless in performing their daily call center activities efficiently.
Comprehensive Data Insight: The comprehensive data insight provided by Five9 has garnered high appreciation from users. Being able to access and analyze call logs, recorded calls, and other collected information easily allows users to gain valuable insights into their call center activities. This feature is particularly helpful in identifying trends, improving agent performance, and enhancing overall call handling strategies.
Customizable Reporting Options: Users find the customizable reporting options in Five9 extremely helpful, enabling them to generate agent or team-level statistics on various metrics such as handle time, abandoned call rate, and occupancy. This transparency offers valuable insights for increasing agent productivity and improving call handling efficiency. Numerous reviewers mention that these reporting capabilities contribute to a more efficient operation of their call centers.
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Limited Advanced Analytics: Some users have expressed the need for more advanced analytics, such as graphical representations of data, to gain deeper insights into their call center operations.
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Difficult Button Access: Several reviewers have found it challenging to locate the active green button in Five9's interface, particularly when working remotely. They suggest making it easier to access for improved usability.
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Connectivity Issues: A number of users have reported experiencing poor connection quality and encountering unstable servers while using Five9. These issues may be attributed to internet bandwidth limitations or technical problems within the software itself.
Users commonly recommend paying for a technical account manager (TAM) when using Five9 for voice cloud customer support. They suggest becoming familiar with the software and its features to ensure ease of use. Users also recommend integrating Five9 with Salesforce for better functionality.
Additionally, users recommend using Five9 for start-up businesses and managing contact centers. The software is praised for its ability to efficiently handle both inbound and outbound calling, as well as its seamless integration with multiple other tools. Users also appreciate how Five9 brings all agents together in one place, making it easier to manage calls.
Furthermore, users highly recommend Five9 for its reporting features, which provide valuable insights into call center performance. They suggest having a backup phone system in case of crashes to ensure uninterrupted service.
Users also emphasize the importance of considering additional software offerings from Five9 and understanding the limitations of third-party integrations. They suggest investing in a TAM for a great experience and taking advantage of premium support services.
Lastly, users advise minimizing complexity when using Five9 and exploring alternative options if needed. They stress the benefits of becoming experts in the system to fully maximize its capabilities. Overall, users find that Five9 is easy to use, reliable, and well-suited for call centers and customer service agents.
Attribute Ratings
Reviews
(1-24 of 24)Companies can't remove reviews or game the system. Here's why
August 23, 2023
User Friendly CRM Integration Tool
Five9 has way better features than RingCentral - Five9 has way better features including the Call script, software integration, and ability to manage outbound campaigns while RingCentral doesn't allow these features
July 01, 2022
Perfect solution for not big businesses
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost.
March 16, 2022
Five9 worked well for me as a first hand user!!
December 03, 2021
Five9 Review
Five9 has delivered nothing but excellence ever since we started with the program
May 02, 2020
Nixplay is a long time Five 9 Customer
We started evaluating Zendesk Talk when Five9 lost integration with Zendesk, as we use Zendesk as our primary CS database and issue tracker. However, Five9 offers better ROI than Zendesk Talk given we require unlimited minutes for our requirements, thus we continue with our setup of joint use of Five9 and Zendesk.
April 22, 2020
FIve9 For The Win
- Invoca and LeadsPedia
While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
March 03, 2020
Five9 is a great overall solution for quick deployments
We recommend Five9, with 2 major reasons: Its flexibility on contract terms and base contacts are less restrictive.
March 02, 2020
Five9 is one-stop shop for Call Center needs
I have not used another dialer system other than Five9. Before Five9, we dialed our clients with lists and standard phone systems.
November 12, 2019
A Great, High Volume Outbound Dialer
We felt that Five9 was superior to Genesys PureCloud because of Five9's ability to better manage outbound dialing campaigns. Genesys PureCloud required automation rules to reset/refresh the list position which meant that it was impossible to keep up with our aggressive dialing cadence.
- Cisco Unified Communications Manager (Call Manager)
Used solutions from Cisco, VICI, SkySwitch in the past. Comparing cost, resources, and deployment time, Five9 wins for sure.
February 25, 2019
Great software for BPO and contact centers
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.
February 22, 2019
Five9 - A Partner Not Just a Vendor
We started with InContact and were very disappointed that you could not make changes without incurring costs for each program or project. Five9 allows us to adjust to any new clients needs without incurring costs.
February 19, 2019
Five9 gets the job done, but has texting issues and is very complex
I've used RingCentral, LiveOps, and Sendbloom Contact in my sales career so far.
Five9 is more sophisticated and offers more customizable features than all the above products. Only RingCentral and Five9 have texting ability, but neither solution is perfect at threading conversations, logging them to Salesforce, or identifying who the customer is according to the Salesforce/CRM record.
I have yet to use a phone system without problems. Five9 is the best I've used so far, but that isn't a strong recommendation.
Five9 is more sophisticated and offers more customizable features than all the above products. Only RingCentral and Five9 have texting ability, but neither solution is perfect at threading conversations, logging them to Salesforce, or identifying who the customer is according to the Salesforce/CRM record.
I have yet to use a phone system without problems. Five9 is the best I've used so far, but that isn't a strong recommendation.
December 13, 2018
Five9 is an awesome call center manager!
Score 8 out of 10
Vetted Review
Verified User
I would use Five9 verses another application because it is user friendly. You can add users and manage them as your business grows, and have your stats easily accessible. The ability to use it remotely is a huge factor as well.
March 01, 2018
Five9 Virtual Contact Center
- Serenova
Five9 blows Serenova out of the water. Serenova is an immature platform compared to Five9. Five9 provides many features that Serenova does not and is a much more stable platform, which is absolutely critical in our 24/7/365 environment.
February 14, 2018
Five9 Virtual Call Center Review: the good and the bad.
Better than the old ShoreTel Director we had prior to deploying Five9. But could be better!
October 09, 2017
We rely on Five9 for our inbound and outbound contact centers
- InContact Cloud Contact Center Software
We felt Five9 was the stronger and more cost effective solution for us.
October 05, 2017
Five9 - The Swiss Army Knife Solution for Contact Centers
When we chose Five9, it was largely due to the research of features and functionality, plus hearing good things about it from other contact centers in our area.
One huge edge that Five9 has compared with other dialers...is that you don't pay per minute of talk time (unless it's long distance).
Competitors like InsideSales charge for licenses AND all minutes...essentially doubling your costs or more in some scenarios.
Also Five9 has a lot wider range of options and settings than a lot of its competitors.
One huge edge that Five9 has compared with other dialers...is that you don't pay per minute of talk time (unless it's long distance).
Competitors like InsideSales charge for licenses AND all minutes...essentially doubling your costs or more in some scenarios.
Also Five9 has a lot wider range of options and settings than a lot of its competitors.
February 20, 2017
A Good Option for the Light Wallets and the Eye for Numbers
We looked at the differences and though it looked like a great piece of software, it was very expensive, and had a lot of features that we didn't need at the time. We may look back at them in the future, but right now Five9 suits our needs and we save a little money in the process.
I looked at 10 solutions and for the price along with the functionality, ease of use, ease of integration and new features such as agent desktop. I believe this solution provided the biggest bang for your buck.
February 14, 2017
Five9 - A Scalable VoIP Solution for Remote Contact Centers
I've used RingCentral, Zendesk Voice, and ifbyphone. RingCentral and ifbyphone were clunky workarounds and were our backup to Zendesk Voice, which had several large issues that Five9 corrected. Zendesk Voice, while integrated with our ticketing system, would often lose recording or freeze because it was a web based program. This meant that the agent would lose ticket notes and the call information if the window crashed. Five9, on the other hand, is extremely stable and logs all answered calls in the system so the information can be accessed later. Zendesk Voice also required us to test our sound before every new shift since the setting synced with Windows. Five9 remembers the sound preferences and saves them.
February 13, 2017
Five9 in the contact center
Five9 met our main requirement of integrating with Zendesk. We evaluated other products that provided more robust options as far as IVR set up and voice data analytics, both for QA and for driving insights through voice recording analysis. That's interesting, but not essential to us. Five9 stacked up as the most cost-effective way to improve on our current voice offering without bringing on a best-in-class product.
September 30, 2016
Five9 is the best
- Dialing Innovations
I believe Five9 is more effective.