Five9 Call Center Software

Five9 Call Center Software

by Five9

Who Uses This Software?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.

Average Ratings

367 reviews
  • Overall 4.2/5
  • Ease of Use 4.2/5
  • Customer Service 4.4/5
  • Features 4.1/5
  • Value for Money 4/5

Product Details

  • Free Version No
  • Free Trial No
  • Deployment Cloud, SaaS, Web
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)
    Business Hours
    Online

Vendor Details

  • Five9
  • http://www.five9.com
  • Founded 2001

About Five9 Call Center Software

Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9.

Five9 Call Center Software Features

  • Blended Call Centre
  • Call Logging
  • Call Scripting
  • Call recording
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Archiving
  • Call Sharing
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • Instant Retrieval
  • On-Demand Recording
  • Recording Bookmarking
  • Scheduled Recording
  • Screen Activity Recording
  • Video Call Recording

Five9 Call Center Software Most Helpful Reviews

My job my life

Reviewed on 6/11/2018
Wendee C.
Reset Specialist
Automotive, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.

Pros: This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Cons: Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

Vendor Response

by Five9 on 16/11/2018

Hello Wendee,
Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.

Highly Recommend Five9, after failed implementation of 3 other apps

Reviewed on 29/10/2019
Pam A.
DVP
Hospital & Health Care, 10,001+ Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
4/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

Pros: After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

Cons: From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Vendor Response

by Five9 on 3/12/2019

Hi Pam thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9.

Managing Interactions With Clients Has Never Been That Easy

Reviewed on 28/2/2019
Krystyna L.
Quality Assurance Manager
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source 
Source: GetApp
4/5
Overall
4/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Pros: I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

Cons: I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

Hard to implement, but robust

Reviewed on 6/8/2019
Christopher M.
Administrator
Marketing & Advertising, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
3/5
Overall
1/5
Ease of Use
2/5
Features & Functionality
3/5
Customer Support
3/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.

Pros: Once you get it going, which isn't easy at all, it doesn't quit running.

Cons: It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Very Useful

Reviewed on 13/12/2019
Angelina V.
Customer Advocacy
Restaurants, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.

Pros: What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.

Cons: I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Vendor Response

by Five9 on 17/12/2019

Hi Angelina,

Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time.

Best regards,
Cindy

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