Last Updated
Overview
Five9 helps businesses manage customer interactions across voice, email, chat, SMS, and social messaging channels. While deeper AI and automation features may require setup, it is a scalable cloud contact center solution suited for mid-to-large teams aiming to improve agent productivity and streamline operations.
Five9 Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
Five9 Features
Collaborative Intelligence
The platform blends human expertise with AI-driven automation to support agents during interactions. It improves productivity, surfaces helpful insights, and maintains consistency across conversations; while still preserving personal engagement so customers receive flexible, responsive, and well-guided support experiences.
Practical AI
Five9 software applies artificial intelligence in practical ways that solve contact center challenges. It enables customer self-service through virtual agents and delivers real-time agent assistance, helping teams work faster, reduce manual effort, and respond accurately during customer conversations.
Workforce Optimization
This platform supports workforce optimization by aligning staffing, schedules, and performance management. It helps organizations forecast demand, improve agent utilization, and support consistent service levels, while enabling leaders to measure outcomes, enhance productivity, and drive stronger efficiency across center operations.
Choice Of Channels
Users can engage customers across multiple digital and voice channels from one unified environment. Conversation history follows each interaction, allowing teams to maintain context, respond seamlessly, and deliver consistent experiences whether customers connect through calls, email, chat, messaging, or platforms.
Pros And Cons of Five9
Pros
AI-driven routing improves call handling
Customizable setups for complex call scenarios
Real-time analytics and reporting capabilities
Cons
Automatic voicemail features could be improved
Customer support response times may vary
Five9 Reviews
Total 17 reviews
4.3
All reviews are from verified customers
Rating Distribution
5
Stars65%
4
Stars24%
3
Stars0%
2
Stars0%
1
Stars12%
Share your experience
Anonymous
Airlines/ Aviation, 1-10 employees
Free Trial
“Excellent call management value”
Pros
Security has been amazing, customer support is very helpful and the call options and features cover everything I need. The phone and mobile functionality work well and overall it delivers really good value for the money especially for call management.
Cons
I haven't run into any issues so far.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Osman F.
E-Learning, 101-500 employees
Less than a year
“Reliable cloud contact center”
Pros
It performs really well as a cloud contact center and the Salesforce integration through its APIs is very good which helps us keep track of calls without any issues.
Cons
Working with the API to connect both systems does take some technical knowledge so it's not something you can set up without the right expertise.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Megan M.
Commercial Real Estate, 1-10 employees
Free Trial
“gives peace of mind”
Pros
Running a busy business is a lot less stressful with Five9 because they take care of the front-end tasks like calls, emails and similar communication which lets me stay focused on the actual work that needs my attention.
Cons
At this point there really is not much I dislike. I have only recently started using it so I have not run into anything too negative yet and I hope it stays that way going forward.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
Who are the typical users of Five9?
Five9 features are used in a variety of industries and sectors, including retail, education, healthcare, customer services, financial services, sales and telemarketing, and government.
Does Five9 offer an API?
Yes, Five9 offers an API.
What types of pricing plans does Five9 offer?
Five9 pricing is offered through several plans, including Core at $159/month/seat, Digital at $119/month/seat, and Plus, Enterprise, and Pro plans with customized pricing. Get in touch for a personalized Five9 price estimate.
What language does Five9 support?
Five9 supports multiple languages, including English, German, French, Spanish, and Portuguese.
Does Five9 have a mobile app?
Yes, Five9 offers a mobile app for both Android and iOS devices.
What level of support does Five9 offer?
Five9 offers support through phone, an online form, FAQs, a help center, and a knowledge base.
What other apps does Five9 integrate with?
Five9 offers integration with multiple platforms, including Microsoft Dynamics 365, Salesforce, Oracle NetSuite, Microsoft Teams, Zendesk, ServiceNow, and Oracle Service Cloud.