About Five9

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.
Five9 Software - Five9 agents
Five9 Software - Five9 dashboard
Five9 Software - Five9 command center
Five9 Software - Five9 chat test
Five9 video
Five9 Software - Five9 agents - thumbnail
Five9 Software - Five9 dashboard - thumbnail
Five9 Software - Five9 command center - thumbnail
Five9 Software - Five9 chat test - thumbnail

Five9 pricing

Five9 does not have a free version and does not offer a free trial. Five9 paid version starts at USD 175.00/month.

Starting Price:
USD 175.00/month
Free Version:
No
Free trial:
No

Alternatives to Five9

Five9 Reviews

Feature rating

Value for Money
4.1
Functionality
4.1
Ease of Use
4.2
Customer Support
4.3
5 reviews of 464 View all reviews
Ilan
Ilan
  • Industry: Design
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 01/09/2022

Five9 Review

When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable.

Pros

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor.

Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

Cons

If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

Pam
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 29/10/2019

Highly Recommend Five9, after failed implementation of 3 other apps

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

Pros

After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

Cons

From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Response from Five9

Hi Pam 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.

Replied 03/12/2019
Cora
Cora
  • Industry: Health, Wellness & Fitness
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

2
Reviewed on 21/02/2020

Easy to use but Crashes Constantly

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.

Replied 25/02/2020
Osman
  • Industry: E-Learning
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

4
Reviewed on 28/07/2022

Use Five9 as a solution for your company

Pros

How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep it organized and generate better reports.

Cons

It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.

Alternatives Considered

NICE CXone and Genesys Cloud CX

Reasons for Switching to Five9

It offered what we needed at the moment, the flexibility on how to setup the users and the price.
Verified Reviewer
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 07/11/2023

Best Product I've ever used

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.

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