Five9 Reviews

Pros

It handles outbound dialing while also supporting inbound call routing so the same system covers both sides of call activity. Everything runs smoothly day to day and the integration with Salesforce is a big plus, calling features line up well with customer data in the CRM.

Cons

The part that feels least helpful is the user interface which comes across overly complicated and takes more effort than it should to navigate.

Pros

Ships with out-of-the-box workflows and keeps a tight connection to major platforms like Salesforce, ServiceNow and Microsoft. That means customer context carries over cleanly from one interaction to the next so agents don't have to keep hunting for the same information.

Cons

The front-end agent interface feels accessible but the backend administration dashboard is pretty dense. A lot of reviewers mention that running it confidently takes a lot of onboarding either long training sessions or having a dedicated platform administrator on hand.

Pros

We're using LSP2 in this setup and the dialer is honestly one of the best I've come across. Because of how we've configured it, call activity feels near real-time and our end users genuinely see it as useful.

Cons

Every now and then it marks something incorrectly as a positive result and that skews the metrics we rely on.

Pros

Being web-based is a big win for me! Having access to this software anytime and from anywhere is exactly what I want in a contact platform. The interface is also very easy and user-friendly, with everything placed where you'd naturally look for it. It feels accessible because the workflow is genuinely simple to follow and the buttons are clearly labeled and self-explanatory. You don't need anything special beyond basic computer skills to get started and if you already have experience, everything still clicks quickly.

Cons

Honestly, we hardly ever run into problems. Performance is one of the strongest parts: it loads reliably, stays responsive and feels fast and efficient. The support team being readily available is another major plus, having help on hand for anything that comes up gives me real peace of mind.

Pros

It feels easy to work with and whenever something comes up, the support team is extremely knowledgeable and genuinely helpful.

Cons

The only hiccup I run into is that signing in and getting connected can occasionally take longer than expected.

Pros

The initial setup didn't take much effort for our team. Getting everything up and running was quick enough that we weren't stuck working through configuration issues for days.

Cons

The connection is the one thing that keeps tripping me up, I occasionally lose access. It cuts out and logs me out about once every three shifts which is pretty annoying during active work periods. I haven't pinned down a clear cause or come up with a specific improvement but the reliability needs attention.

Pros

Using the software has felt pretty easy and accessible daily so training and getting up to speed didn't take much effort.

Cons

We've run into a few performance hiccups at times which can be a bit distracting when you're trying to stay productive.

Pros

Their response time is seriously impressive! Questions get answered really quickly which keeps everything moving without waiting around.

Cons

One improvement would be to offer more resources in video format since some people may learn better that way.

Pros

Five9 has been easy to set up which makes a big difference when you're trying to manage both inbound and outbound traffic along with IVR. The drag-and-drop builder for the IVR is the standout feature for us, it lets our team quickly configure routing solutions without getting stuck in complicated steps. That flexibility matters because our business changes often and being able to update the IVR quickly helps keep both customers and agents satisfied.

Cons

On the outbound dialer side, there are a few areas that could use improvement especially around compliance.

Pros

What really sold me is how easy it is to use daily and how well it connects with other systems. Once it's set up, pulling data and working across different tools is much less of a headache than with platforms that don't play nicely together.

Cons

There's always a desire for everything to run perfectly all the time. When something does pop up though, their team moves quickly to escalate it and get it sorted which helps keep downtime from dragging on.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.