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Five9 description
Five9 is a cloud-based contact center software that helps businesses manage customer interactions across different channels like phone, email, and chat. Its features include automated call routing, performance analytics, and workforce management tools. Five9 emphasizes its use of artificial intelligence to improve efficiency and customer experience. It's a good fit for mid-sized and large companies looking for a flexible and scalable solution.
Who is Five9 best for
Five9 is a cloud-based contact center solution ideal for mid-sized to large businesses in finance, marketing, and IT. Users praise its user-friendly interface, robust customer support, and seamless integrations. However, some find customization and reporting challenging. Five9 leverages AI for enhanced efficiency and customer experience.
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Best for mid-sized to large companies.
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Ideal for finance, marketing, and IT businesses.
Five9 features
| Supported Five9 offers workforce optimization tools including performance management, quality management, and interaction analytics. |
| Supported Five9 supports skills-based routing to match customer needs with agent skills. |
| Supported Five9 supports omnichannel communication across various channels, including voice, email, chat, SMS, and social media. |
| Supported Five9 offers various call routing options, including skills-based and priority routing. |
| Supported Five9 supports intelligent call routing, including CRM adaptive and skill-based routing. |
| Supported Five9 uses AI to analyze conversations, providing insights into trends and customer behavior for enhanced agent performance and personalized experiences. |
| Supported Five9 provides actionable insights with its performance dashboards, AI insights, and analytics tools. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Five9 reviews
We've summarised 987 Five9 reviews (Five9 GetApp reviews, Five9 Software Advice reviews, Five9 TrustPilot reviews, Five9 Capterra reviews and Five9 G2 reviews) and summarised the main points below.
- User-friendly interface and features
- Excellent customer support
- Extensive third-party integrations
- Helpful IT department
- Real-time call tracking and records
- In-call messaging from supervisor
- Easy IVR setup
- Transparent communication and updates
- Cloud-based solution for remote work
- Seamless Salesforce integration
- Difficult to customize built-in captions
- Occasional connection or audio issues
- "Pop-out" feature can be slow
- Disposition tool is inefficient
- Few AI-leveraged functionalities and unfriendly UI
- Multiple dashboards and tools required
- Difficult and time-consuming tech support
- Limited Salesforce integration
- Call recordings difficult to find
- Reporting system not user-friendly
- Lacks cell phone routing
- Frequent disconnections, softphone issues, static
- Admin panel outdated (Java-based)
- Not ready status without reason
- Syncing issues with Salesforce (List Sync Plus)
- VCC console compatibility issues on Macbooks
Five9 pricing
The commentary is based on 50 reviews from Five9 Capterra reviews, Five9 G2 reviews, Five9 Software Advice reviews and Five9 TrustPilot reviews.
Five9's pricing is generally considered expensive, with some users finding the cost high relative to features and others struggling with the complex pricing structure for add-ons and data storage. However, some users feel it's a good value, especially for robust features and avoiding on-premise infrastructure costs.
Users sentiment
See the Five9 pricing page.
Digital
All the essential tools your teams need to operate a best-in-class digital-only global contact center.
Core
All the essential tools your teams need to operate a best-in-class voice-only global contact center.
Premium
All capabilities of the Core Bundle plus chat, email and essential QM.
Optimum
All capabilities of the Core Bundle plus chat, email, and essential QM.
Ultimate
All capabilities of the Core Bundle plus chat, email, analytics and essential QM.
Five9 alternatives
UJETBetter for retail and software companies. Has more momentum based on website traffic and employee growth. Users highlight the intuitive interface and efficient call monitoring. However, some users mention loading issues and problems with the "Penny system".Read more
Ameyo by ExotelBetter for smaller businesses needing basic call management features. Provides a more cost-effective solution with international calling capabilities. Five9 alternative focusing on core contact center features. Has less momentum in terms of growth.Read more
PhoneBurnerBetter for sales outreach automation and increasing call volume. More suitable for sales teams focused on outbound calls.Read more
CallTowerBetter for smaller organizations seeking basic cloud phone systems. Simpler communication tools focused on calls, video conferencing, and messaging. Tighter Microsoft Teams and Cisco Webex integrations. Doesn't offer AI-powered automation or robust workforce optimization tools. Has slower website traffic growth but faster employee growth. Less extensive industry coverage. Fewer features but easier to manage.Read more
AircallBetter for smaller businesses needing a simple and user-friendly phone system. Aircall is growing slower and some users report connectivity issues and limited call customization. It has more affordable pricing plans. A Five9 alternative and competitor.Read more
Enthu.aiBetter for improving agent performance with AI-powered conversation analysis. A Five9 competitor and alternative, it's a great option for coaching and training.Read more
Five9 FAQ
What is Five9 and what does Five9 do?
Five9 is a cloud-based contact center solution empowering businesses to manage customer interactions across various channels. It offers AI-powered tools like intelligent call routing, automation, and analytics to enhance agent performance and improve customer experience. Five9 is ideal for mid-sized to large companies seeking a scalable and flexible solution.
How does Five9 integrate with other tools?
Five9 integrates with numerous CRM, workforce optimization, and other business applications. It offers pre-built integrations with popular platforms like Salesforce, enhancing data synchronization and workflow efficiency. This allows for streamlined data flow and improved agent productivity.
What the main competitors of Five9?
Top Five9 competitors include Talkdesk, Calabrio ONE, and Verint Workforce Management. These alternatives offer similar features such as AI-powered automation, omnichannel communication, and workforce optimization tools. Other competitors like Daktela and Tiledesk are also viable options.
Is Five9 legit?
Five9 is a legitimate cloud-based contact center solution. It's generally considered safe and reliable with strong security measures in place. Users appreciate its user-friendly interface and robust features, while some have noted occasional connection issues.
How much does Five9 cost?
Five9's Digital and Core plans cost $119 per user per month. Pricing for Premium, Optimum, and Ultimate plans requires a custom quote. Several add-ons are also available, but their pricing is not publicly disclosed. Contact Five9 sales for detailed product pricing.
Is Five9 customer service good?
Five9 customers generally praise the helpfulness and responsiveness of the support team, highlighting their quick responses and thorough solutions. However, some users have reported difficulties with tech support requiring extensive information and occasional delays in resolving issues.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.