No more typing reviews! Try our Samantha, our new voice AI agent.

Five9 pros and cons

Vendor: Five9

4.3 out of 5

25 reviews
100% willing to recommend

Pros & Cons summary

Five9 integrates AI tools with transcription and power dialer features, transferring contact center operations to the cloud for a seamless user experience. The platform provides comprehensive reporting and detailed call evaluations for quality assurance. Customizable scripts and call routing enhance communication. Call recording boosts performance measurement. Users note the need for better technical support, integration, and high-availability models, with some audio issues requiring VMware restarts upon disconnection.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Five9 offers a seamless integration of AI tools, including transcription services and a power dialer for outbound dialing.

The platform enhances flexibility by transferring the contact center to the cloud, making user experience seamless with an all-in-one dashboard.

The reporting feature is highly valued for its comprehensiveness, and the platform's ability to provide detailed, automatic evaluations of all calls aids quality assurance.

Five9 enables easy customization of scripts and call routing, facilitating complex routing based on customer data for effective communication.

The call and screen recording feature enhances accountability and performance measurement, providing a clear understanding for agents.

CONS

Five9 has an active-passive high-availability model which some users prefer to be active-active.

Maintaining the original DNS across campaigns is difficult with Five9.

Five9's technical support is inconsistent and requires improvement.

Five9's integration with third-party solutions can be difficult and needs enhancement.

Audio issues exist in Five9, such as requiring a VMware restart when a headset is disconnected.

Five9 Pros review quotes

reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Dec 22, 2025

The complex call routing capabilities were valuable, as I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to, while also setting up complex rollover and integrations between our CRM to leverage that data for complex call routing, and it all worked well.

Read full review

DN

Head of Operations at a consultancy with 1-10 employees

Jun 17, 2024

The reporting is the most valuable feature in Five9.

Read full review

NS

Sr Specialist - Analytics Metrics and Reporting at Mercer

Jan 5, 2026

I really appreciate Five9 because I do not have to do much creatively, as everything is automated.

Read full review

Free Report: Five9 Reviews and More

Learn what your peers think about Five9. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,221 professionals have used our research since 2012.

reviewer2686482

Works

Apr 2, 2025

I rate the overall Five9 solution a nine out of ten.

Read full review

AS

Archana Sadagopal

Works

Apr 2, 2025

The technical support for Five9 has been exemplary.

Read full review

Director of Contact Center Solutions at Invoca

Aug 25, 2023

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose.

Read full review

Thomas Johnson.

Manager Telephony at a consultancy with 10,001+ employees

Sep 5, 2023

The product’s IVR script editor is very easy and simple to use.

Read full review

Michael Guerrero

IT - Director at AdventHealth

Aug 31, 2023

Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization.

Read full review

NR

Contact Center Director of Operations at Shugarman's Bath

Dec 27, 2023

I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us.

Read full review

Michael Pearson

Associate Director at a non-profit with 201-500 employees

Aug 22, 2023

The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition.

Read full review

Show 10 more reviews (out of 25)

Five9 Cons review quotes

reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Dec 22, 2025

The reporting suite needed improvement.

Read full review

DN

Head of Operations at a consultancy with 1-10 employees

Jun 17, 2024

The technical support is inconsistent and has room for improvement.

Read full review

NS

Sr Specialist - Analytics Metrics and Reporting at Mercer

Jan 5, 2026

For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch

Read full review

Free Report: Five9 Reviews and More

Learn what your peers think about Five9. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,221 professionals have used our research since 2012.

reviewer2686482

Works

Apr 2, 2025

Five9 should provide free training resources for end users, including agents, supervisors, and admins.

Read full review

AS

Archana Sadagopal

Works

Apr 2, 2025

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.

Read full review

Director of Contact Center Solutions at Invoca

Aug 25, 2023

What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful.

Read full review

Thomas Johnson.

Manager Telephony at a consultancy with 10,001+ employees

Sep 5, 2023

Maintaining the original DNS on Five9 across campaigns is difficult.

Read full review

Michael Guerrero

IT - Director at AdventHealth

Aug 31, 2023

Five9's stability needs to be improved.

Read full review

NR

Contact Center Director of Operations at Shugarman's Bath

Dec 27, 2023

There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system.

Read full review

Michael Pearson

Associate Director at a non-profit with 201-500 employees

Aug 22, 2023

There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first...

Read full review

Show 10 more reviews (out of 25)

Related questions

93

When evaluating Contact Center Platforms, what aspect do you think is the most important to look for?

84

Why is Contact Center Platforms important for companies?