Five9 Reviews

“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.

“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.

“Powerful cloud contact platform”

Pros

Five9 has felt like a reliable cloud-based contact center platform. It comes with advanced features, strong security, amazing phone and mobile capabilities and the customer support has been excellent. I also think it delivers good value for the money and the sales team has been very helpful.

Cons

It has been impressive overall but the pricing can be a bit high for small businesses. The per user cost may not be the best fit for smaller teams and it seems better suited to larger organizations. It also takes some training to get all staff members up to speed.

“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.

“Call tracking and conferencing win”

Pros

Being able to monitor calls and juggle tasks during them was a big plus especially when I needed to conference someone in instead of hanging up and calling them back later.

Cons

The frustrating part was the number of spam calls that came through the system. At times debt collectors and advertisement calls would reach my line and I had no way to stop or block them from coming in again.

“constant outages hurt business”

Pros

Setup was easy and there are plenty of customization options available even though they don't always work reliably and some features feel unstable.

Cons

Call reliability is awful and their servers go down far too often for long stretches at a time like sometimes half a day or more than 10 hours. It leads to lost business and leaves you paying employees to sit around while waiting for the system to come back.

“decent call center performance”

Pros

Five9 is user friendly, simple and fast to use. The interface is also simple but it still supports custom configurations and more complex scenarios when needed. We use it as the telephony system for our call center and it handles that role really well.

Cons

A few of our managers still prefer the older Java based supervisor view instead of the web widgets and dashboard. It would also help to have better guidance available for some of the more advanced features and functionality.

“Top omnichannel tools”

Pros

It is like a strong cloud contact center platform especially with its secure infrastructure and compliance with standards like HIPAA and PCI-DSS. The support team is usually responsive, knowledgeable and efficient which a lot of users really like. Its AI-based routing and real-time analytics help make customer interactions more efficient and it's helpful that the platform handles voice, chat, email and SMS all in one place. Features such as real-time transcription, reporting and predictive dialing are some of its biggest advantages. The integration with Microsoft Teams also works well and the ability for supervisors to monitor and coach agents live is a big plus for improving team performance. Call quality is generally reliable although some users have mentioned delays, audio problems and occasional dropped calls, along with a few connectivity concerns.

Cons

On the downside there are recurring software crashes and login problems that can be frustrating. Reporting is not always accurate and call quality or audio connections can sometimes be inconsistent.

“powerful AI and support”

Pros

It really is like a one stop shop especially with the constant AI innovation they keep adding to the product. On top of that their support team has been amazing whenever help is needed.

Cons

Well the downside I noticed is that some enhancements aren't available in every region which can create friction when trying to roll out newer features the product already offers.

“flexible contact center solution”

Pros

Five9 has become part of our day to day routine in customer service. It gives us the flexibility to build the kind of contact center that fits exactly what our business needs.

Cons

From a pricing perspective, it delivers a lot of value and includes plenty of features to support business needs. So honestly I don't have any complaints about it.

“helpful call transfers”

Pros

Getting started with this phone call software as an employee was really easy. Plus it was simple to set up and begin using especially for handling calls with features like transferring calls, warm transfers and cold transfers.

Cons

The part I didn't care for was the automatic voicemail on our side. It wasn't very useful and there were times when it didn't even work properly.

“friendly calling workflow”

Pros

Making and answering calls is very easy with this software. Unlike some other tools where the buttons are hard to find, everything here seems clear and user-friendly.

Cons

I think its interface can come across as a little outdated and confusing to many and the occasional dropped calls were frustrating.

“CRM integration that shines”

Pros

It fits perfectly with our CRM so I never have to type in a phone number by hand. The system automatically brings up details about the person I am calling and it does the same for incoming calls whenever the caller is recognized.

Cons

Every now and then the end of call workflow doesn't behave the way it should based on the disposition I chose.

“too many defects and issues”

Pros

There's nothing appealing about this system because it has far too many problems.

Cons

The platform is not user-friendly at all and it comes with too many defects and awkward, unusual operations.

“fast dialing and salesforce sync”

Pros

Calls connect quickly, the platform responds fast and the integration with Salesforce contacts works really well.

Cons

I feel like it would be even better if voicemails were attached directly to the contact record in Salesforce. Also you cannot call a number unless it already exists as a contact.

“advanced platform for workplaces”

Pros

Five9 has been an excellent company to work with. The platform offers a variety of services and it feels modern, current and built with advanced features.

Cons

No complaints. It works very well in workplace and professional settings.

“Reliable reporting and call quality”

Pros

The reporting tools and user-friendly interface made it much easier to track KPIs and manage time effectively. It also does a good job of collecting client feedback and handling calls without lag which helps keep communication clear and consistent during conversations.

Cons

During my use I really didn't come across any major issues or bugs.