Five9

Five9

Cloud contact and call center software

4.2/5 (344 reviews)

Five9 Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Brazil, Canada, Latin America, United Kingdom, United States

Supported Languages

English, German, Spanish

Five9 Reviews for UK Users

Overall rating
4.2/5
83% positive reviews
151
Excellent
136
Very good
42
Average
8
Poor
7
Terrible
Spencer P.

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Used Daily for 1+ year
Reviewed on 25/04/2018
Review Source: Capterra

The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Pros

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Response from Five9

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Kathy H.

Pretty pleased overall!

Used Daily for 2+ years
Reviewed on 13/12/2017
Review Source: SoftwareAdvice

Pros

Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.

Cons

Don't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours...
Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).

Response from Kristin

Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Doug H.

Five9 is the best Cloud based VOIP system we have found

Used Daily for 2+ years
Reviewed on 06/12/2017
Review Source: SoftwareAdvice

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 Kristin

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Five9 Review

Used Daily for 1+ year
Reviewed on 29/05/2019
Review Source: Capterra

It's incredibly valuable. The Supervisor Web application is great and provides valuable performance insights out of the box. It works incredibly well with Salesforce, and Five9 also has a plethora of strategic partner options for AI, Analytics, WFM, Quality Monitoring, Social Media, etc., that add further value to Five9's CC Software. We have a standing weekly meeting with our technical account manager that helps us maintain and implement all changes necessary. Further, this individual is always available when needed outside our standing calls.

Pros

Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Cons

It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Unbiased Review

Used Daily for 2+ years
Reviewed on 23/08/2018
Review Source: Capterra

They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.

Pros

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Cons

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Response from Five9

Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Five9 Pricing

Starting from
N/A
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

  • API
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Transfer
  • Chat
  • Instant Messaging
  • Live / Video Conferencing
  • Reporting & Statistics
  • Third Party Integration
  • Voice Mail

  • Activity Dashboard
  • Automatic Notifications
  • Caller ID
  • Conferencing
  • Monitoring
  • Receiving
  • SMS Integration

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
  • 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

    Below are some frequently asked questions for Five9.

    Q. What type of pricing plans does Five9 offer?

    Five9 offers the following pricing plans:

    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
    • 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:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Five9 support?

    Five9 supports the following languages:

    English, German, 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, Freshdesk, Grow, Invoca, Logicbox, NetSuite, PlayVox, 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