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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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Recent Reviews

TrustRadius Insights

Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and …
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Best CRM tool to have it.

7 out of 10
March 27, 2022
Five9 is the best CRM tool we can use in business areas. It is the primary source for communication in or out of the organization. It …
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Five9 FTW

9 out of 10
March 22, 2022
Incentivized
I use Five9 to make outbound calls to the accounts I manage. At times & when needed, I have the ability to conference multiple …
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Five9 is not a 10

1 out of 10
April 30, 2020
Incentivized
We used to use Five9 in our office to manage our customer contacts. The system is slow, clunky, and not intuitive at all. Calls would be …
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FIve9 For The Win

9 out of 10
April 22, 2020
Incentivized
We use Five9 to track all of our inbound and outbound dialing. In digital marketing, we dive more into the data than most other …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 21 features
  • Agent dashboard (12)
    9.1
    91%
  • Call tracking (12)
    8.9
    89%
  • Validate callers (12)
    8.9
    89%
  • Quality management (21)
    7.3
    73%

Reviewer Pros & Cons

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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.

8.8
Avg 8.4

Workforce Optimization (WFO)

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

8.3
Avg 8.3
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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.

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 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

(101)

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!

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.

  1. 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.

  2. 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.

  3. 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.

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