Five9 Review: Is It The Right Contact Center Operations Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
GDPR
SOC 2
HIPAA
ISO 27001Five9 offers custom pricing plan
Bsi financial services
Englishtown
Invenio Solutions
KAR GlobalTrusted by teams including Bsi financial services
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
What is Five9?
Five9 offers next generation cloud and on-premise software for your contact center to deliver exceptional customer service. Outstanding features include: a lightning fast call center, advanced queuing and escalation policies, unified agent communications, and automated business rules to keep the experience consistent across devices, locations, time zones and call types. Engage customers through smarter multichannel contact strategies.
Pricing
Five9 offers custom pricing plan
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRHIPAAISO 27001SSO & MFA supported
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Five9 Software Demo
Five9 was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Five9
- Use cases
- Customer service centers, Sales call centers, Technical support teams
- Team types
- Contact center agents, Customer support managers
- Company size
- 51-500 employees, 500+ employees
- Workflow style
- Enterprise-focused and process-heavy
- Setup complexity
- High
Why teams choose Five9
Robust multichannel engagement capabilities
Advanced call queuing and escalation policies
Unified communications across devices and locations
Is Five9 right for you?
Best for enterprise contact centers needing advanced multichannel and escalation features.
Choose Five9 if
- You require robust multichannel customer engagement across devices and locations.
- Your contact center needs advanced call queuing and escalation policies.
- You want automated business rules to ensure consistent customer experience.
Consider alternatives if
- You are a very small business with minimal call volume and simple needs.
- You need a low-cost, out-of-the-box solution with minimal setup complexity.
What buyers should know before shortlisting Five9
Five9 is a comprehensive contact center operations software that excels in delivering exceptional customer service through its advanced features. Its cloud-based nature allows for flexibility and scalability, making it suitable for various business sizes.
Five9 pros and cons
- Five9 pros
Robust multichannel engagement capabilities
Advanced call queuing and escalation policies
Unified communications across devices and locations
- Five9 cons
Pricing is quotation-based and not transparent
Implementation can be complex and resource-intensive
Ready to try it?
Get started with Five9
Connect with the team for a personalised demo.
Still comparing?
See how it stacks up
Compare Five9 side-by-side with top Contact Center Operations Software alternatives.
What is the pricing of Five9?
Five9 uses custom pricing — plans are tailored to your team size and needs. Contact them for a quote.
Five9 reviews and ratings
Buyer sentiment
Buyers generally appreciate Five9's robust features and multichannel capabilities but note complexity and pricing opacity as drawbacks.
What buyers like
- Multichannel engagement
- Call queuing and escalation
- Unified agent communications
Common complaints
- Pricing transparency
- Implementation complexity
Are you using Five9?
What users are saying
RB
Rory B
01/05/24
"Easy to build, easy to manage, easy to expand rapidly, easy to get a hold of support."
What do you like best about Five9? I found that it was easy to learn how to build and run the system through their online documentation and classes, ...
Read more
RJ
Ronak J
11/14/23
"Great platform for seamlessly calling"
What do you like best about Five9? It has a great feature of taking notes while on a call which makes it easier for us to document the conversation ...
Read more
SS
Shweta S
10/28/23
"works best for incoming calls"
What do you like best about Five9? we use five9 as a autodialer tool, it is best way to use for calls to auto connect without doing so much efforts, ...
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MB
Maria B
09/12/23
"It is easy to use and you can go back to all the calls and recent contacts you've interacted with"
What do you like best about Five9? the recent contacts and the seamless way of dialling vs conventional phones What do you dislike about Five9?
AU
Anonymous User
08/25/23
"Great customer service"
What do you like best about Five9? Any time you have an issue technical support is right there for you. They keep you informed throughout the day on ...
Read more
DS
Deeksha S
05/28/23
"Five9"
What do you like best about Five9? It's ease of use and efficiency on customer experiences. What do you dislike about Five9?
- See if Five9 fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of Five9?
In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where…
The process of listening in on employee calls to improve communication and customer service is known as call monitoring. It's most typically…
Call recording is a software feature that records phone conversations and stores them for future reference. This feature is commonly used in…
IVR stands for interactive voice response. It is a technology that allows humans to communicate with a computer-controlled phone system by u…
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels s…
Five9 security and data handling
Key compliance certifications and security features for IT and security teams evaluating Five9.
Certifications
Security features
Developer & data
Alternatives to Five9
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Streamline customer service and ...
9.1
Very Good
Five9 Customers
Bsi financial services
Englishtown
Invenio Solutions
KAR Global
Five9 Support Options
Frequently Asked Questions About Five9
Common questions buyers ask before choosing Five9.
Five9 is a Contact Center Operations Software. Five9 offers Multi-Channel Communication, Automated Routing, IVR Support, Call Recording and many more functionalities.
Five9 is a strong fit if: You require robust multichannel customer engagement across devices and locations.; Your contact center needs advanced call queuing and escalation policies.. Consider alternatives if: You are a very small business with minimal call volume and simple needs.; You need a low-cost, out-of-the-box solution with minimal setup complexity..
Buyers commonly note the following limitations of Five9: Pricing is quotation-based and not transparent; Implementation can be complex and resource-intensive; Limited appeal for very small businesses or simple contact centers.
Some top alternatives to Five9 includes Novanet Cloud Contact Center, Call Center Studio, Salesforce Service Cloud, Dialpad Contact Center and CloudContactAI.
Five9 offers Quotation Based pricing model
The starting price is not disclosed by Five9. You can visit Five9 pricing page to get the latest pricing.
Ready to try it?
Get started with Five9
Get connected with the team for a personalised demo.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
