Five9 Overview

What is Five9?

Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more

Five9 is a cloud contact center solution, which brings the power of Practical AI to thousands of call centers worldwide. Since 2001, Five9 has helped customers create great omnichannel customer experiences. Triple agent talk time with smart dialers that automatically skip no-answers and busy signals to ensure the next prospect is available when the next agent is ready. Use intelligent routing to get calls to the right agents and derive customer intent data to predict the best next steps for agents. Provide intuitive self-service options with Five9's IVR.

Five9 brings Practical AI to contact centers to increase agents' effectiveness and efficiency, and create great customer experiences every time on every channel - phone, chat, mobile, email, social and more. Use intelligent routing to ensure the call gets to the right agent and use customer intent data to provide agents with the best next steps before they even pick up the phone. Offer customers intuitive self-service options for common injuries with an easy to set up IVR so that agents can focus on high-value interactions.

Improve agent talk time with four different dialing modes that automatically skip no-answers and busy signals so agents can spend more time talking to live prospects. Visually dynamic dashboards offer real-time and historic reporting and analytics so users are always on top of their contact center's performance.

Five9 Overview

Pricing

Starting from
US$100.00/month

Pricing options

Free Trial
Subscription
Value for money

Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.


Five9 Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Germany, Brazil, Mexico
Supported Languages
English, French, German, Polish, Spanish

Media

Supervisor view for monitoring agents
Agent dashboard with performance metrics
Supervisor dashboard with reports on KPIs
Email customer service
Outbound call management
Live chat support
Five9 video Five9 screenshot: Supervisor view for monitoring agents Five9 screenshot: Agent dashboard with performance metrics Five9 screenshot: Supervisor dashboard with reports on KPIs Five9 screenshot: Email customer service Five9 screenshot: Outbound call management Five9 screenshot: Live chat support

Five9 Reviews for UK Users

Five9 Reviews for UK Users

Overall rating
4.2
/
5
Excellent
170

Very good
139

Average
48

Poor
12

Terrible
7

Value for Money
4
Features
4.1
Ease of Use
4.2
Customer Support
4.3
82% recommended this app
Angelina V.

Very Useful

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.


Kimber C.

If you want the best...

The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.


Christopher M.

Hard to implement, but robust

It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.


Lin V.

Amazing Change Management Tool

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.


Pam A.

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


Angelina V.
Industry: Restaurants
Company size: 501-1,000 Employees

Very Useful

Used Daily for 2+ years
Reviewed on 13/12/2019
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Kimber C.
Industry: Consumer Services
Company size: 1,001-5,000 Employees

If you want the best...

Used Daily for 1+ year
Reviewed on 01/10/2019
Review Source: Capterra

The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Pros

After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Cons

The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

Response from Five9

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.

Best Regards,
Cindy Seto
Customer Advocacy Manager

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Christopher M.
Industry: Marketing & Advertising
Company size: 11-50 Employees

Hard to implement, but robust

Used Daily for 2+ years
Reviewed on 06/08/2019
Review Source: Capterra

It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.

Pros

Once you get it going, which isn't easy at all, it doesn't quit running.

Cons

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Lin V.
Industry: Hospital & Health Care
Company size: 5,001-10,000 Employees

Amazing Change Management Tool

Used Daily for 1+ year
Reviewed on 08/07/2020
Review Source: Capterra

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Pros

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Cons

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Response from Five9

Hi Lin,

Thank you for taking the time to share your experience with Five9.

Best regards,
Five9

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Pam A.
Industry: Hospital & Health Care
Company size: 10,000+ Employees

Highly Recommend Five9, after failed implementation of 3 other apps

Used Daily for 6-12 months
Reviewed on 29/10/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
7.9/10
Based on 376 user ratings
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Five9 Pricing

Five9 Pricing

Starting from
US$100.00/month
Free Trial
Subscription
Value for money

Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

Value for Money
4/5
Based on 376 user ratings
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Five9 Features

Five9 Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Communication Management
Conferencing
Contact Management
Customisable Branding
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.1/5
Based on 376 user ratings
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Categories

Additional information for Five9

Additional information for Five9

Key features of Five9

  • ACD (Automatic Call Distributor)
  • Anti spam
  • Auto-dialer
  • Automatic call distribution
  • Automatic lead distribution
  • CRM integration
  • CRM integrations
  • CTI & screen pop
  • Call center management
  • Call list management
  • Call monitoring
  • Call recording
  • Call reporting
  • Call routing
  • Call scripting
  • Call transfer
  • Callback scheduling
  • Campaign & list management
  • Campaign management
  • Chat
  • Cloud APIs
  • Compliance management
  • Computer telephony
  • Contact database
  • Contact history
  • Customizable reporting
  • Data import/export
  • Distribution management
  • Drag & drop interface
  • Employee management
  • Feedback collection
  • Feedback management
  • Historical analysis
  • IVR (Interactive Voice Response)
  • IVR / voice recognition
  • Instant messaging
  • Lead assignment
  • Lead generation
  • Live / video conferencing
  • Mobile customer care
  • Mobile workforce control
  • Multi-channel communication
  • Multi-channel management
  • Multichannel
  • Power dialer
  • Predictive dialer
  • Preview dialer
  • Prioritizing
  • Productivity reporting
  • Progressive dialer
  • Progressive dialing
  • Projections
  • Quality control
  • Queue callback
  • Queue manager
  • Real time analytics
  • Real time data
  • Real time monitoring
  • Real time reporting
  • Real-time reporting & dashboards
  • Reporting & statistics
  • Request assignment
  • Request routing
  • Routing options
  • Rules based algorithms
  • Search functionality
  • Self service portal
  • Skills-based routing
  • Social customer care
  • Social media integration
  • Social network marketing
  • Social performance management
  • Speech recognition
  • Survey management
  • Surveys & feedback
  • Text to speech
  • Text-to-speech
  • Third party integration
  • Voice mail
  • Web callback

Benefits

  • Your Five9 contact center can be up and running in a matter of days, not months or years. All your agents need is a headset and internet.

  • No maintenance costs or hardware investments.

  • No expensive, never-ending integration projects.

  • Free up IT resources.

  • Report on performance in real-time.

  • Five9 takes care of your contact center infrastructure, so you can focus on the success of your company.

  • Five9 FAQs

    Five9 FAQs

    Below are some frequently asked questions for Five9.

    Q. What type of pricing plans does Five9 offer?

    Five9 offers the following pricing plans:

    Starting from: US$100.00/month

    Pricing model: Subscription

    Free Trial: Not Available

    Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

    Q. What are the main features of Five9?

    Five9 offers the following features:

    • ACD (Automatic Call Distributor)
    • Anti spam
    • Auto-dialer
    • Automatic call distribution
    • Automatic lead distribution
    • CRM integration
    • CRM integrations
    • CTI & screen pop
    • Call center management
    • Call list management
    • Call monitoring
    • Call recording
    • Call reporting
    • Call routing
    • Call scripting
    • Call transfer
    • Callback scheduling
    • Campaign & list management
    • Campaign management
    • Chat
    • Cloud APIs
    • Compliance management
    • Computer telephony
    • Contact database
    • Contact history
    • Customizable reporting
    • Data import/export
    • Distribution management
    • Drag & drop interface
    • Employee management
    • Feedback collection
    • Feedback management
    • Historical analysis
    • IVR (Interactive Voice Response)
    • IVR / voice recognition
    • Instant messaging
    • Lead assignment
    • Lead generation
    • Live / video conferencing
    • Mobile customer care
    • Mobile workforce control
    • Multi-channel communication
    • Multi-channel management
    • Multichannel
    • Power dialer
    • Predictive dialer
    • Preview dialer
    • Prioritizing
    • Productivity reporting
    • Progressive dialer
    • Progressive dialing
    • Projections
    • Quality control
    • Queue callback
    • Queue manager
    • Real time analytics
    • Real time data
    • Real time monitoring
    • Real time reporting
    • Real-time reporting & dashboards
    • Reporting & statistics
    • Request assignment
    • Request routing
    • Routing options
    • Rules based algorithms
    • Search functionality
    • Self service portal
    • Skills-based routing
    • Social customer care
    • Social media integration
    • Social network marketing
    • Social performance management
    • Speech recognition
    • Survey management
    • Surveys & feedback
    • Text to speech
    • Text-to-speech
    • Third party integration
    • Voice mail
    • Web callback

    Q. Who are the typical users of Five9?

    Five9 has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does Five9 support?

    Five9 supports the following languages:

    English, French, German, Polish, Spanish

    Q. What type of pricing plans does Five9 offer?

    Five9 has the following pricing plans:

    Subscription

    Q. Does Five9 support mobile devices?

    Five9 supports the following devices:

    iPad

    Q. What other apps does Five9 integrate with?

    Five9 integrates with the following applications:

    Bitium, EducationFolder, Freshdesk, Grow, Invoca, Logicbox, NetSuite, Salesforce Sales Cloud, Salesforce Service Cloud, injixo

    Q. What level of support does Five9 offer?

    Five9 offers the following support options:

    Knowledge Base, Online Support, Phone Support