Five9 Reviews

Name: Five9
Brand: Five9
Rating: 4.3 (24 reviews)

Vendor: Five9

4.3 out of 5

24 reviews
100% willing to recommend

What is Five9?

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

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Five9 is the #1 ranked solution in top Contact Center Infrastructure solutions, #2 ranked solution in top Contact Center Platforms, #2 ranked solution in top Workforce Engagement Management solutions, #2 ranked solution in top Contact Center as a Service (CCaaS) solutions, and #4 ranked solution in top Sales Force Automation solutions. PeerSpot users give Five9 an average rating of 8.6 out of 10. Five9 is most commonly compared to Microsoft Dynamics CRM: Five9 vs Microsoft Dynamics CRM. Five9 is popular among the large enterprise segment, accounting for 58% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 13% of all views.

Helped 872,029 peers since 2012

Featured Five9 reviews

ThadaCele

Manager, Distribution at Jasco

Some of our clients use intelligent virtual agents, but it depends on what the customer wants. It's primarily used in help desks where multiple departments like finance, sales, and IT share a phone number. They can use the agent to go directly to the department they want. Banking, finance, or insurance companies can also use it to authenticate their customers. You can use the element of Five9 to do a security check. The chatbots are helpful as a repository of information a customer frequently asks about. The customers can have their basic questions answered instead of talking to an agent. I like Five9's workflow automation features. You can integrate Five9 with the CRM in the center, like Salesforce. You can take the workflow features of something like HubSpot and add a voice element. The workforce optimization feature is free once you have a ZenDesk license. It's useful for HR teams and companies that need to plan shifts for many employees. People who work HR will tell you that workforce management is a headache because you are optimizing workers' time and efficiency. It makes the HR personnel's jobs a bit easier because it's all automated. It takes much of the work off their plates. They need to take into account things like holidays and sick leave.

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Nupur Singh

Sr Specialist - Analytics Metrics and Reporting at Mercer

The Intelligent Virtual Agent (IVA) feature helps to monitor the agents. We can see if an agent is getting stuck. For example, if an agent has not been logged out properly, we can log out that particular agent from a particular session because it hampers productivity. It helps us to be more productive. Our call center agents use the Agent Assist feature. Our call center leaders are also using it to monitor agents' quality metrics. We are also using Qlik Sense along with Five9. Five9 is for monitoring, and Qlik Sense is for service-level reports. Five9 provides us with real-time information, whereas solutions like Verint take a lot more time. Qlik Sense can have intermittent logging issues where it might not work properly, whereas Five9 works properly. Among these three, Five9 is the best. Five9 also gives more bifurcation options. Five9 is good and intuitive. It helps to know how things are. I love it and use it every day. There are always new reports to generate. There are a lot of opportunities within Five9. Additionally, the real-time agent monitoring and ability to skill agents based on calls in the queue are invaluable and much easier than previous solutions like the AWS application. Previously, using the AWS application involved cumbersome steps to manage users and agents, making Five9 a welcome change. Overall, Five9 has made my job easier compared to before, and I do not struggle with it. Five9 has helped improve our call center’s speed to answer. Our leaders are using Five9 to monitor everything. It is not a time-consuming application.

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reviewer2686482

Works

The system is easy to manage. End users do not need to provide much technical support. They just rent the necessary number of users, and that's it. End users don't need a dedicated IT person to manage the system as it is a serverless service. Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies. Additionally, omnichannel capabilities, such as web chat and social media integration, offer a customized experience.

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Five9 mindshare

Product category:

As of October 2025, the mindshare of Five9 in the Contact Center Platforms category stands at 12.9%, down from 14.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Five9	12.9%
Amazon Connect	19.5%
Genesys Cloud CX	18.8%
Other	48.8%

Contact Center Platforms

PeerResearch reports based on Five9 reviews

Type	Title	Date
Category	Contact Center Platforms	Oct 27, 2025	Download
Product	Reviews, tips, and advice from real users	Oct 27, 2025	Download
Comparison	Five9 vs Amazon Connect	Oct 27, 2025	Download
Comparison	Five9 vs Genesys Cloud CX	Oct 27, 2025	Download
Comparison	Five9 vs TalkDesk	Oct 27, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	N/A	93%	79 interviews Add to research
Genesys Cloud CX	4.4	18.8%	100%	12 interviews Add to research

Valuable Features

Five9's cloud-based system offers ease of management without extra investment. Valued features include seamless CRM integrations, user-friendly interfaces, intelligent virtual agents, and powerful workflow automation. Its omnichannel capabilities enhance customer interactions. Workforce and agent productivity benefit from AI tools, reporting, and analytics. Customization in call routing and skill-based features improves efficiency and reduces dropped calls. Users appreciate the platform's automation, reliability, and ability to self-provision and configure settings easily.

"The most valuable feature is the simplicity of making scripts within the contact center solution itself."
"I rate the overall Five9 solution a nine out of ten."
"The technical support for Five9 has been exemplary."

Room for Improvement

Areas needing improvement for Five9 include call and audio quality concerns, complex integration with third-party solutions, and challenges in email formatting. Users desire better real-time reporting, more robust omnichannel capabilities, improved user interface, and seamless data access. The company's training resources should be enhanced, and pricing models reevaluated. Additional features like a unified tool suite and effective SMS processes are also requested. Consistent technical support and stability, particularly regarding outages, are desired.

"During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability."
"Five9 should provide free training resources for end users, including agents, supervisors, and admins."
"There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart."

ROI

Users report ROI from Five9 through improved workforce management, quick IVR setup, and effective call recordings, allowing agents more efficiency. Increased revenue and cost savings from less overstaffing and training times were noticed. Five9's cloud nature reduces expenses by simplifying workflows, while CRM integration assists growth. Automation facilitated significant revenue growth for a business, helping leverage the marketing budget and schedule appointments more effectively.

Pricing

Enterprise buyers find Five9's pricing and licensing flexible and cost-effective. Though initially perceived as pricey, its utility-based cost model allows firms to scale resources without significant upfront investments. Users appreciate their responsiveness in price negotiations, especially for volume discounts. The cloud-based setup eliminates hardware and software license expenditures. Five9 provides value with competitive pricing compared to alternatives, particularly with additional features like digital channel routing and IVR infrastructure, offering favorable cost benefits during varied staffing levels.

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."
"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."
"I prefer Five9's licensing model."

Popular Use Cases

They utilize Five9 primarily as a cloud-based contact center for managing inbound and outbound communications across voice, chat, and email. It facilitates customer interactions, sales, appointments, customer service, call monitoring, and workflow processes. Numerous sectors like insurance, healthcare, telecommunications, education, and hospitality employ Five9 to streamline their operations, enhance connectivity, and improve customer experience. Integrations with CRM, workforce management, IVR systems, and secure payment processing further advance its utility across diverse business functions.

Service and Support

Five9's support is described as responsive and knowledgeable, though opinions vary. Some highlight efficient service and clear communication, while others encounter delays or inconsistent help. Many appreciate the responsiveness and a structured escalation process. Users emphasize strong relationships with dedicated account managers who provide superior assistance. However, challenges exist, like occasional handoffs or understanding specific needs. Despite inconsistencies, Five9's technical assistance is often praised for its dedication and effectiveness in complex situations.

Deployment

Five9's initial setup is generally straightforward with comprehensive documentation and support, though complexity varies by organization. Deployment often involves a small team and proceeds smoothly, especially with cloud-based infrastructure. Maintenance is minimal post-deployment, but occasional adjustments are needed. Challenges can arise during integration or when unique requirements demand technical expertise. Staggered rollouts and thorough testing help address issues. Teams find the experience manageable, even when faced with logistical complexities or specific integration requirements.

Scalability

Five9 is described as highly adaptable, supporting various user counts and quick license adjustments. Users praise its ability to handle thousands of concurrent agents across multiple locations. Despite high adaptability ratings, some find feature integration challenging. Many rate scalability very positively, facilitating increases in user numbers without difficulty. Concerns exist about scaling large contact centers, and complexity with new technology additions requires learning. Nonetheless, many express satisfaction with scaling capabilities, meeting growing business needs effectively.

Stability

Five9 is generally stable with occasional issues. Users note minor downtime and call quality problems, typically resolved quickly. There's room for improvement in proactive engagement and rigorous testing. Downtime happens but is brief due to server redundancy. Some experienced major outages, raising concerns, while others report steady service. Most users are satisfied, rating stability from six to ten out of ten. Despite occasional challenges, Five9 is seen as reliable by many.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Five9 Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	7
Large Enterprise	6

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	80
Midsize Enterprise	63
Large Enterprise	195

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

13%

Manufacturing Company

11%

Computer Software Company

Insurance Company

Healthcare Company

Educational Organization

Retailer

Comms Service Provider

Legal Firm

Performing Arts

Wholesaler/Distributor

Construction Company

Government

Media Company

Outsourcing Company

Real Estate/Law Firm

University

Energy/Utilities Company

Logistics Company

Pharma/Biotech Company

Non Profit

Hospitality Company

Photography Company

Consumer Goods Company

Recreational Facilities/Services Company

Aerospace/Defense Firm

Compare Five9 with alternative products

Learn more about Five9

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Five9 customers

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Author info	Rating	Review Summary
Sr Specialist - Analytics Metrics and Reporting at Mercer	4.5	As a VCC admin, I find Five9 useful for monitoring call centers and generating automated reports with ease. Although I wish for easier report generation and miss the previous UI color scheme, it remains a reliable tool compared to others I've tried.
Works	4.5	I work for a system integrator deploying Five9, known for its ease of management and CRM integration with platforms like Salesforce. It offers valuable omnichannel features but requires improved training resources for end users such as agents and admins.
Works	4.5	I have 2.5 years of experience using Five9, which efficiently handles borrower calls with features like disposition configurations and Loan Pop. However, connection issues arise with audio and headset use. Despite this, I prefer it over Avaya for its dashboard and features.
Contact Center Director of Operations at Shugarman's Bath	4.0	We use Five9 for managing outbound and inbound calls, providing effective cadence customization and CRM integration. Despite minor issues with scheduling, it significantly boosts efficiency and growth compared to previous solutions like RingCentral, contributing to our substantial revenue increase.
Works	4.0	I deploy Five9 as a contact center solution for clients due to its ease of script creation and IVA’s efficiency in routing. While I prefer Five9 over Cisco WebEx, it needs improved omnichannel features and script versioning.
Head of Operations at a consultancy with 1-10 employees	4.0	We used Five9 in a bike delivery call center due to its valuable reporting features. However, frequent outages and inconsistent technical support have been concerning. We've experienced several incidents leading to business loss and seek improvements in reliability.
Member Services Director at a non-profit with 201-500 employees	4.5	We operate a small call center using Five9 for calls, liking its flexibility for adjustments. Although training is costly with drawbacks such as increased spam calls, Five9's options fit our size better than previous solutions like Cisco.
Manager, Distribution at Jasco	4.0	Five9 is a versatile cloud-based tool for call centers and help desks, offering features like virtual agents, chatbots, workflow automation, and workforce optimization. It saves costs by eliminating the need for on-premise servers but could improve pricing flexibility.

Five9 Reviews

What is Five9?

Featured Five9 reviews

Five9 mindshare

PeerResearch reports based on Five9 reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare Five9 with alternative products

Learn more about Five9

Five9 customers

Related questions

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