About Five9

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.
Five9 Software - Five9 agents
Five9 Software - Five9 dashboard
Five9 Software - Five9 command center
Five9 Software - Five9 chat test
Five9 video
Five9 Software - Five9 agents - thumbnail
Five9 Software - Five9 dashboard - thumbnail
Five9 Software - Five9 command center - thumbnail
Five9 Software - Five9 chat test - thumbnail

Five9 pricing

Five9 does not have a free version and does not offer a free trial.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

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Five9 Reviews

Feature rating

Value for Money
4.0
Functionality
4.1
Ease of Use
4.2
Customer Support
4.3
5 reviews of 428 View all reviews
Ilan
  • Industry: Design
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 1/9/2022

Five9 Review

When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable.

Pros

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor.

Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

Cons

If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

Wei Jie
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
3

4
Reviewed on 15/6/2022

Cloud Contact Center Solution for Ever Changing Business Need

Ease of deployment and expansion based on ever changing business need.

Pros

Flexibility to expand and downsize the capacity

Cons

Lack of Coverage and Support in certain region and countries outside US.

Thea
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/11/2022

FIVE 9 as an Innovative and Efficient tool for Outsourcing

Pros

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

Cons

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

Tiffany
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

3
Reviewed on 5/10/2022

Mediocre

Overall, theres definitely room for improvement. It has some issues but could be easily fixed. It does the basics but thats about it.

Pros

It was easy to use, everything was pretty self explanatory.

Cons

It froze alot although I'm not sure if it was the company computers or what. It randomly disconnect calls on occasion.

Osman
  • Industry: E-Learning
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

4
Reviewed on 28/7/2022

Use Five9 as a solution for your company

Pros

How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep it organized and generate better reports.

Cons

It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.

Alternatives Considered

NICE CXone, Genesys Cloud CX and OnAvaya

Reasons for Switching to Five9

It offered what we needed at the moment, the flexibility on how to setup the users and the price.

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