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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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TrustRadius Insights
TrustRadius Insights

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)
    9.2
    92%
  • Call tracking (12)
    9.1
    91%
  • Validate callers (12)
    9.0
    90%
  • Quality management (21)
    7.2
    72%

Reviewer Pros & Cons

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Verified User
Employee in Product Management
Higher Education Company, 201-500 employees
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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
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.

8.9
Avg 8.3

Workforce Optimization (WFO)

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

8.4
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.

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 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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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.

Attribute Ratings

Reviews

(1-25 of 36)
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August 23, 2023

User Friendly CRM Integration Tool

Verified User
Employee in Product Management
Higher Education Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.
March 27, 2022

Best CRM tool to have it.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
March 22, 2022

Easy way to connect.

Ali Nabil | TrustRadius Reviewer
Ali Nabil
Quality Assurance Specialist
Pharco B International (Pharmaceuticals, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I enjoyed using Five9 a lot in my work because it is very easy for anyone to work on it from the first time as it does not need training. It also facilitates communication with customers through calls, chats, messages, and others in an easy and professional way using artificial intelligence, which saves a lot of time for us. The only disadvantage for me is the price, which is a little high.
March 22, 2022

Five9 FTW

Verified User
Employee in Sales
Staffing & Recruiting Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Five9 is well-suited when needing to make internal call transfers to other teams/departments. Quickly being able to look up a specific person & transfer calls. Without having Five9 my call productivity would drop dramatically.
March 22, 2022

Five9 - A solid product but make sure you fully understand the capabilities

Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Five9 is a very good cloud alternative to a traditional PBX system in a call center environment but if you are looking for detailed reporting to truly understand your business then it is somewhat lacking. If you can use their "off the shelf reports" and those meet your needs then you will be in good shape. If your needs differ at all from the basics, then it is difficult, time-consuming, and possibly impossible to create unique ones. The system uptime and reliability are very much acceptable but the reporting functionality is just lacking.
March 21, 2022

Thanks to five9 we improve our relationship with our customers

America Castañeda | TrustRadius Reviewer
America Castañeda
Division Sales and Marketing Manager
American Residential Services (Consumer Services, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Our work team has improved its performance and productivity, we have been able to establish better ways of communication with our customers and solve their problems faster. The new chats and new channels have attracted new clients, which has allowed us to generate more profits, so we highly recommend it.
March 21, 2022

Great tool to drive higher customer satisfaction.

Verified User
Director in Other
Events Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The system is well suited for companies that require that level of remote support via phone calls. This has helped massively during the pandemic and has changed some of the perspectives of clients to continue with the trend of virtual support, and platforms like this help massively by bridging that gap.
March 15, 2022

Great Call Center Tech.

Darrell Canty | TrustRadius Reviewer
Darrell Canty
Outbound Contact Center Representative
LendingTree (Financial Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
December 03, 2021

Five9 Review

AB
Alexis Blanco
Bilingual Interpreter
LanguageLineSolutions (Translation & Localization, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The old platform/software we were using was slow, outdated, malfunctioning and simply just not working for us. Our agents were just completely exhausted of using it, and thus not being able to deliver excellent customer service. We needed to look for a new platform, that could deliver which Five9 happily provided for us! And ever since this improvement and update of new technology, Five9 has not ceased to deliver!
May 02, 2020

Nixplay is a long time Five 9 Customer

Verified User
General Manager in Customer Service
Consumer Electronics Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Five9 offers us unlimited minutes for inbound/outbound calls per license which is great for our circumstances because we don't have a call handling time limit with most of our callers are elderly requesting assistance for an electronic wifi product. For the 1st time though, we encountered hundreds of spam calls during our 2019 Christmas sales season, which hadn't happened in previous years and it exposed Five9's limited capability to eliminate spam calls.
April 30, 2020

Five9 is not a 10

Verified User
Professional in Customer Service
Airlines/Aviation Company, 51-200 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In general, I do not recommend Five9. There are better programs available with better pricing. The technical support was very slow and unresponsive. We would have dropped calls or poor connections. All of our agents used this program and most were unsatisfied. Dissatisfaction with the program was often mentioned in meetings as a hindrance to productivity.
March 03, 2020

Five9 is a great overall solution for quick deployments

Verified User
Manager in Sales
Telecommunications Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
A great solution, with great potential that needs some work on compliance for the regular users and requirements on information from the "legacy metrics", that could be more flexible to get less impact from the operational perspective.
March 02, 2020

Five9 is one-stop shop for Call Center needs

Shanna Baty | TrustRadius Reviewer
Shanna Baty
Paralegal/Supervisor
Summit Conversions (Legal Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
February 23, 2020

A powerful and functional product to reach customers.

Edward Smith | TrustRadius Reviewer
Edward Smith
Sales And Marketing Specialist
Grey Group (Marketing & Advertising, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Five9 has been excellent for its capabilities, in addition to the fact that call tracking is easy, and you can also visualize exactly what agents are doing to manage time better, access information and make changes from anywhere, Five9 is a good platform.
April 16, 2019

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

Valery Mezentsau | TrustRadius Reviewer
Valery Mezentsau
IT Department Manager
Acceptance Solutions Group (Financial Services, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
February 25, 2019

Great software for BPO and contact centers

Horacio Carcamo | TrustRadius Reviewer
Horacio Carcamo
Product Development Asst.
Myron Manufacturing (Marketing and Advertising, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Five9 is well suited for a business process outsourcing (BPO) service company or a large telecom company that handles a call center department. It provides the tools to analyze calls, give metrics for performance and save call logs for future reference. I do not think this software would work well at a non-tech company or a company that does not handle out/in calls.
February 19, 2019

Five9 gets the job done, but has texting issues and is very complex

Verified User
Director in Quality Assurance
Higher Education Company, 201-500 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited:
Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.

Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.

December 13, 2018

Five9 is an awesome call center manager!

Verified User
Project Manager in Marketing
Consumer Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
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.
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