Five9 Reviews

Name: Five9
Brand: Five9
Rating: 4.3 (25 reviews)

Vendor: Five9

4.3 out of 5

25 reviews
100% willing to recommend

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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, #3 ranked solution in top Workforce Engagement Management solutions, #3 ranked solution in top Contact Center as a Service (CCaaS) solutions, #4 ranked solution in top Contact Center Platforms, and #6 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 52% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 14% of all views.

Helped 893,221 peers since 2012

Featured Five9 reviews

reviewer2788932

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

The complex call routing capabilities were valuable. 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. I also set up complex rollover, so if the first person could not answer, callers would wait a specified number of seconds hoping they would become available, and if they did not, the call would roll over to the next person. I was able to set up fairly complex integrations between our CRM and leverage that data for complex call routing, and it worked well. The integration and call routing both performed well.

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Daniel N.

Head of Operations at a consultancy with 1-10 employees

The workflow automation is incredible for aggregating information and providing visibility into data and performance. The workflow automation helped us a lot because we could use different skills to get various people. Our programmer easily integrated the Five9 APIs into our custom dashboard, allowing for real-time data access. This was incredibly useful because we could create alerts based on Five9 data, something impossible with our previous tool. This provided us with immediate insights into issues, like high call volume, that would have gone unnoticed otherwise. Five9's strength lies in its reporting, ease of tracking, and ability to cater to both large and small businesses. Despite our company's size, Five9 offered the features and functionality we'd expect from a system used by major call centers, making it feel like we were playing in the big leagues. Five9's impact was immediate. Its automated workflow handling eliminated our inefficient, linear system where tasks had to be passed sequentially from agent to agent. Five9's ability to split and parse tasks automatically not only improved performance but also reduced costs, even though our previous system cost less. Five9 helped us reduce dropped calls, which was a major improvement. We used to have a 12-16 percent abandonment rate, and while other factors played a role, Five9's contribution was significant. Additionally, their "whisper" feature is a great training tool. It allows us to coach agents during live calls without the customer hearing, making it a valuable resource for onboarding new staff. The improved supervisor tools allowed for more efficient agent tracking, which in turn boosted productivity. This eliminated downtime and ensured agents were focused on their tasks. Five9 helped us improve our agents' ability to answer calls quickly. The targeted problem-solving capabilities improved our CSS and benefitted the entire business. The high-quality data from Five9's porting function allowed us to pinpoint issues and develop solutions based on that data.

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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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Five9 mindshare

Product category:

As of May 2026, the mindshare of Five9 in the Contact Center Platforms category stands at 7.4%, down from 15.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Five9	7.4%
Genesys Cloud CX	12.7%
Amazon Connect	10.6%
Other	69.3%

Contact Center Platforms

PeerResearch reports based on Five9 reviews

Type	Title	Date
Category	Contact Center Platforms	May 9, 2026	Download
Product	Reviews, tips, and advice from real users	May 9, 2026	Download
Comparison	Five9 vs Amazon Connect	May 9, 2026	Download
Comparison	Five9 vs Genesys Cloud CX	May 9, 2026	Download
Comparison	Five9 vs TalkDesk	May 9, 2026	Download

Valuable Features

Five9 excels in user-friendly management, seamless CRM integration, and robust omnichannel capabilities. Its WorkFlow Automation, AI tools like Agent Assist, and complex call routing enhance efficiency. It offers valuable features such as screen pop, power dialer, and Intelligent Virtual Agent. Customizable reporting and dashboards improve decision-making, while workforce optimization and statistics boost productivity and reduce costs. Five9's script creation, summarization tool, and disposition configurations further contribute to effective customer engagement and increased satisfaction.

"I have been using Five9 for nearly 10 years now with multiple clients, and I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has."
"Five9 is extremely easy to manage and maintain."
"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."

Room for Improvement

Five9 users face challenges like call quality issues, integration difficulties, and reporting limitations. Users desire improvements in the email and omnichannel features, along with better UI and training resources. Costs and the need for more healthcare integrations concern users. Issues with password messaging and audio problems are mentioned. There is also a need for robust forward-looking capabilities and better partnership with AI solutions. Native adaptations and user-friendly interfaces are among desired enhancements.

"I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit."
"Sometimes, there are some call quality issue complaints from our users."
"The reporting suite needed improvement."

ROI

Numerous users report ROI from Five9, highlighting improvements in workforce management and cost savings through cloud integration and automation. They note increased revenue and efficiency, especially with the ability to play recordings during calls and track performance. Users benefit from better integration with CRM systems and workflow automation, resulting in cost reductions and streamlined operations. Growth acceleration and optimized marketing efforts are credited to the use of Five9, significantly enhancing operational productivity and efficiency.

Pricing

Five9's pricing is seen as fair but sometimes higher, with a pricing model that offers flexibility and cost-effectiveness, particularly for cloud-based solutions. Users appreciate its competitive license structure and negotiable rates, especially for volume discounts and long-distance charges. Setup costs and additional features can increase expenses, though the platform's scalability and the ability to adjust to different staffing levels during peak periods are noted as beneficial. Overall, it delivers good value for enterprise buyers.

"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

Five9's primary use case is enabling organizations to manage contact centers by handling voice, chat, and email interactions. It supports customer service, sales, and inbound and outbound communication. Companies utilize Five9 for tasks like setting appointments, customer interactions management, workforce management, IVR automation, CRM integration, call monitoring, and reporting. With features including cloud-hosted services, chatbots, and analytics, Five9 facilitates efficient operations, ensuring good connectivity and enhanced customer experiences across various industries and locations.

Service and Support

Five9 customer service receives mixed feedback, generally being responsive and clear, though issues arise with technical complexities and slower response times. While some praise hypercare attention, allowing quick resolutions, others highlight delays in certain cases. Users note improved communications and escalations, yet find support inconsistent at times with variations in staff expertise. Ratings vary, commonly around 7-8, showing room for improvement despite many positive interactions.

Deployment

Five9's initial setup is generally straightforward, although experiences vary. Some found integration complex but manageable, often involving multiple staff for deployment and adjustments. The cloud-based nature simplifies certain aspects, with maintenance being minimal post-implementation. Specific challenges included complex integrations and occasional unclear communication. Training and testing ensure smoother transitions. Many described the setup as easier than expected, successfully handling complex tasks, while others noted technical understanding was beneficial for troubleshooting and maintenance.

Scalability

Five9 is regarded as highly scalable, with most highlighting its ability to add or remove licenses quickly. It handles scale efficiently, even with thousands of users. Some mention challenges when integrating new features, but many companies use it across multiple locations and find it adaptable. Users in various regions haven't faced significant issues with expansion, praising its capacity for handling growth. Scalability ratings generally range from high to perfect, although a few users noted potential scaling issues.

Stability

Users generally find Five9 stable, though some report occasional downtime and a few network challenges. A small number of customers experienced major outages, but these are typically short due to redundancy. While some praise its reliability, there have been isolated cases of login issues and service interruptions. Many appreciate the improvements since new leadership and commend the quick issue resolution. The platform is considered reliable with proactive support addressing potential concerns.

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	7

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	120
Midsize Enterprise	69
Large Enterprise	208

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Insurance Company

Healthcare Company

Computer Software Company

Comms Service Provider

Construction Company

Retailer

Media Company

Wholesaler/Distributor

Educational Organization

Marketing Services Firm

Outsourcing Company

Legal Firm

Government

Performing Arts

Energy/Utilities Company

Real Estate/Law Firm

University

Pharma/Biotech Company

Logistics Company

Religious Institution

Non Profit

Photography Company

Consumer Goods Company

Recreational Facilities/Services Company

Aerospace/Defense Firm

Transportation Company

Leisure / Travel Company

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

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	N/A	93%	80 interviews Add to research
Salesforce Sales Cloud	4.2	N/A	94%	118 interviews Add to research

Author info	Rating	Review Summary
CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees	3.5	I found Five9's complex call routing and CRM integration valuable, performing well for my senior living use case. However, the reporting suite needed improvement, and customer service was inconsistent, impacting my overall 7/10 rating.
Head of Operations at a consultancy with 1-10 employees	4.0	I found Five9’s workflow automation, reporting, and real-time data integration excellent for our call center, significantly reducing dropped calls and improving productivity. However, I am concerned about frequent outages and inconsistent technical support, which affected our business.
Sr Specialist - Analytics Metrics and Reporting at Mercer	4.5	I primarily use Five9 for call center monitoring and user management. Its automation and real-time data significantly boost productivity, making my job easier. I just wish for more automated report generation.
Works	4.5	As a system integrator, I find Five9 easy to deploy and manage, with strong CRM integration and reliable, serverless operation. Support is good, but free training for end users is a needed improvement. I rate it 9/10.
Works	4.5	I've used Five9 for 2.5 years, finding its productivity features like station refresh and Loan Pop excellent, preferring it over Avaya. Setup is easy, and support is great. Audio and VDI connection issues need improvement, but I recommend it.
Director of Contact Center Solutions at Invoca	5.0	I find Five9 an excellent, scalable, stable CCaaS solution with powerful AI and omnichannel features. It greatly improves agent productivity, customer experience, and revenue, making its expense worthwhile. Its only minor need is more SMS AI integration.
Manager Telephony at a consultancy with 10,001+ employees	5.0	I adopted Five9 for cloud advantages, valuing its easy IVR and great support. Though maintaining DNS across campaigns is tricky, its overall performance, including stability and scalability, makes it an outstanding solution.
IT - Director at AdventHealth	3.5	As a hospital system, Five9 boosted our agent efficiency, scalability, and patient satisfaction through features and CRM integration. Yet, layered costs, slow tech support, and critical stability issues, including multiple outages, remain significant concerns.

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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