Five9 Reviews
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466 Reviews
- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very Useful
Reviewed on 13/12/2019
Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on...
Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.
Pros
What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.
Cons
I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.
Response from Five9
Hi Angelina,
Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time.
Best regards,
Cindy
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Five9 is a great Cloud Contact Center!
Reviewed on 31/03/2023
We normally have an amazing time with Five9 but when their systems go down they are really bad at...
We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.
Pros
Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.
Cons
Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.
- Industry: Health, Wellness & Fitness
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 2.0 /10
Easy to use but Crashes Constantly
Reviewed on 21/02/2020
Overall there is more reliable call center software out there besides Five9. I would prefer to use...
Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.
Pros
The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.
Cons
The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.
Response from Five9
Hi Cora, thank you for sharing your feedback. I've notified your enterprise sales director and he should be reaching out to you shortly to see if he can assist.
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Five9 is the best software solution for out telephone needs.
Reviewed on 07/05/2018
Great reports and statistic metrics. Our customers can get a hold of us all the time and they very...
Great reports and statistic metrics. Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased!
Pros
We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.
Cons
When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.
Response from Five9
Hello Adriana,
It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service.
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Telesales, auto dialer, live monitoring, the list is endless!
Reviewed on 03/08/2022
My overall experience with Five9 has been positive. I have used other applications for these same...
My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike.
Pros
Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.
Cons
When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Solid VoIP with some quirks
Reviewed on 04/02/2021
Overall, Five9 is a good VoIP option with solid voicemail/transfer features. Some bugs and issues...
Overall, Five9 is a good VoIP option with solid voicemail/transfer features. Some bugs and issues seem to be present consistently, but they aren't an unsolvable issue.
Pros
Five9 has a good system of organizing calls, including missed calls, voicemail, reminders, etc. I am able to track my calls and average handling time right on the main screen which helps with meeting my goals.
Cons
There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol). There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and restart to fix.
- Industry: Leisure, Travel & Tourism
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Good but not great
Reviewed on 20/11/2018
Pros
Better than most phone software we have used in the past. Integrates well with salesforce.
Cons
Reporting feature could be easier to use, the learning curve is a bit steep. Acts kinda like Salesforce reporting but not as flexible.
- Industry: Outsourcing/Offshoring
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Premium Call Center System
Reviewed on 29/12/2021
The best part of Five9 is its great interaction with SalesForce. The use of both applications...
The best part of Five9 is its great interaction with SalesForce. The use of both applications provides smooth experience for call center and customer service experience.
Pros
The great look and feel along with the ease of use in the Salesforce - Five9 Integration.
Cons
I do not have any downsides to point out for this software just yet. I still continue to use it in a daily basis.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
My experience with Five9
Reviewed on 31/10/2018
In general it complies with its operation, but it presents constant problems with the validation of...
In general it complies with its operation, but it presents constant problems with the validation of users, but it has a simple and friendly interface.
Pros
Its user friendly interface, The tool is easy to install, register and access its functionalities.
Cons
The constant failures of user validation, which represents a waste of time for agents who need the tool to work.
- Industry: Nonprofit Organization Management
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Productive Call Center
Reviewed on 07/11/2018
We are excited and have very positive feedback from users and customers. We are amazed on how...
We are excited and have very positive feedback from users and customers. We are amazed on how customers and quickly getting their needs resolved, saving time.
Pros
We are expanding our call center and still testing the software in our environment. So far the feedback has been amazing and we are going to add more users by the year end.
Cons
Software updates require user caution and network administrator assistance for some updates. Other times there is no software problems with the program.
Response from Five9
Hi Manny,
Thanks for taking the time to write your review. It's great to hear that you have received 'amazing' feedback about Five9 and our software is enabling your team to quickly resolve your customers' needs. Please let us know if we can ever be of service.
- Industry: Management Consulting
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Five9 is the best Cloud based VOIP system we have found
Reviewed on 06/12/2017
We have tried about 6 different companies for our call center and Customer Service Agents and Five9...
We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.
Pros
There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.
Cons
Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.
Response from Five9
Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Product I've ever used
Reviewed on 07/11/2023
I was one of the trainers on Five 9 for our company and the fact that it just keeps improving all...
I was one of the trainers on Five 9 for our company and the fact that it just keeps improving all the time, it's very user friendly, and the reporting is spot on and easy to download
Pros
The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.
Cons
Honestly nothing really. Compared to the old phone system we used previously; this is night & day.
- Industry: Medical Practice
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Powerful and Customizable
Reviewed on 20/04/2017
Before we started using Five9, we used another well-known phone system. Our company grew and with...
Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.
Pros
Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.
Cons
You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.
- Industry: Automotive
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
My job my life
Reviewed on 06/11/2018
I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any...
I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.
Pros
This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.
Cons
Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.
Response from Five9
Hello Wendee,
Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 2.0 /10
5-9 And Outbound Cold Calling
Reviewed on 16/07/2017
Pros
User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.
Cons
I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is.
as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling
1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business.
2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call.
Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.
Response from Five9
Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9.
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Five9 is an easy to use web-based call center platform
Reviewed on 31/10/2017
Much better view of what our call center was doing. Recorded calls are awesome.
Much better view of what our call center was doing. Recorded calls are awesome.
Pros
Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.
Cons
Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.
There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.
Response from Five9
David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 2.0 /10
What happened???
Reviewed on 23/06/2020
We have been using five9 for about a year now. The honey moon period was great, seemed to never...
We have been using five9 for about a year now. The honey moon period was great, seemed to never have issues. Now for the last four months we have been plagued with issues. Forced log outs, cant log back in. Five9's network being shoddy at best, they take forever to put you on the redundant network to get you back up and going(I will admit, they are good at admitting fault when it is their issue, a rarity these days). The tech support from them is meh at best, tough to work with and not very knowledgeable. Seems like every issue has to be escalated to the engineers. Our company is losing their mind with this software and already on the hunt for new call center software to replace. If you value uptime and good customer service I would look else where.
Pros
Its easy to use. Easy call transfers. Soft phone compatible. Built in voicemail. Contacts folder is easy to use.
Cons
Always down. Constant network issues. Voice quality has gone down. Customer service is a bit of a joke.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Five9 Feedback
Reviewed on 01/01/2023
Very smooth and no issue with monitoring calls
Very smooth and no issue with monitoring calls
Pros
Easy to transfer calls and check recordings.
Cons
Customer information record in five9 are not accurate
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Easy to learn and use
Reviewed on 26/04/2018
Pros
I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.
Cons
The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.
Response from Five9
Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Easier than Avaya
Reviewed on 17/11/2022
It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to...
It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to use.
Pros
Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.
Cons
I do not like how easy it can get lost in the multiple tabs of my web browser that I have to use each night. You also have to make sure you are careful in changing your call status and that it sticks.
- Industry: Real Estate
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Five9 is the Go-To in Call Center Software
Reviewed on 09/01/2018
Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!
Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!
Pros
Five9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.
Cons
As with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.
Response from Five9
Hi Aleesha, thank you for taking the time post this excellent review. We’re very glad to hear that Five9 is working so well for you. Please don’t hesitate to reach out if you ever have any questions.
- Industry: Utilities
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Five9 - A suite of tools to manage your call center
Reviewed on 24/01/2019
Very happy with Five9. It's allowed us to scale our internal call center
Very happy with Five9. It's allowed us to scale our internal call center
Pros
Not only does the Five9 platform have great VOIP features, it also has a great set of manager tools to monitor and audit calls. The call center can run smoothly with its wide variety of utilities.
Cons
The manager application is still a java app. Its 2019, everything should be web-based.
Response from Five9
Hi Matt, Thank you for taking the time to leave this great review. It's great to hear that Five9 has helped scale your contact center and that our supervisor features are helping you track your performance. Please don't hesitate to reach out if you ever have any questions.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Not So Great, Pass if You Can
Reviewed on 25/07/2021
It has not been a great one, but unfortunately my company requires its use. I am not satisfied with...
It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.
Pros
It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.
Cons
The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Five9 - Cloud Based Phone
Reviewed on 02/12/2019
This was a very good, affordable option and has excellent reporting availability. It does not have...
This was a very good, affordable option and has excellent reporting availability. It does not have great connectivity.
Pros
The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based.
Cons
The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work.
- Industry: Higher Education
- Company size: 201–500 Employees
- Used for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Very happy with Five9
Reviewed on 08/05/2019
In general, very happy. For a cloud based provider, I'm not sure anything else out there would do...
In general, very happy. For a cloud based provider, I'm not sure anything else out there would do a better job of meeting our needs.
Pros
As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.
Cons
When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.