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Five9 pros and cons

Vendor: Five9

4.3 out of 5

25 reviews
100% willing to recommend

Pros & Cons summary

Five9 integrates AI tools with transcription and power dialer features, transferring contact center operations to the cloud for a seamless user experience. The platform provides comprehensive reporting and detailed call evaluations for quality assurance. Customizable scripts and call routing enhance communication. Call recording boosts performance measurement. Users note the need for better technical support, integration, and high-availability models, with some audio issues requiring VMware restarts upon disconnection.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Five9 offers a seamless integration of AI tools, including transcription services and a power dialer for outbound dialing.

The platform enhances flexibility by transferring the contact center to the cloud, making user experience seamless with an all-in-one dashboard.

The reporting feature is highly valued for its comprehensiveness, and the platform's ability to provide detailed, automatic evaluations of all calls aids quality assurance.

Five9 enables easy customization of scripts and call routing, facilitating complex routing based on customer data for effective communication.

The call and screen recording feature enhances accountability and performance measurement, providing a clear understanding for agents.

CONS

Five9 has an active-passive high-availability model which some users prefer to be active-active.

Maintaining the original DNS across campaigns is difficult with Five9.

Five9's technical support is inconsistent and requires improvement.

Five9's integration with third-party solutions can be difficult and needs enhancement.

Audio issues exist in Five9, such as requiring a VMware restart when a headset is disconnected.

Five9 Pros review quotes

DU

System Administrator Director at a manufacturing company with 51-200 employees

May 5, 2023

Five9's most critical feature is a common user interface that delivers consistent customer service across various channels.

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reviewer2247699

Senior Manager at a insurance company with 10,001+ employees

Jul 28, 2023

Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients.

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Michael Pearson

Associate Director at a non-profit with 201-500 employees

Aug 22, 2023

The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition.

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JW

Member Services Director at a non-profit with 201-500 employees

Aug 24, 2023

I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more.

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Director of Contact Center Solutions at Invoca

Aug 25, 2023

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose.

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JA

Manager at FYF

Aug 29, 2023

It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.

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Michael Guerrero

IT - Director at AdventHealth

Aug 31, 2023

Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization.

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Thomas Johnson.

Manager Telephony at a consultancy with 10,001+ employees

Sep 5, 2023

The product’s IVR script editor is very easy and simple to use.

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reviewer2274426

VP Information and Cyber Security at a financial services firm with 51-200 employees

Sep 11, 2023

The tool enables easier management.

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Director of Campaign and Dialer Management at a leisure / travel company with 501-1,000 employees

Sep 28, 2023

When it comes to drop calls, we don't have a problem. They are performing to our satisfaction.

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Five9 Cons review quotes

DU

System Administrator Director at a manufacturing company with 51-200 employees

May 5, 2023

Five9 has an active-passive high-availability model. I would prefer active-active.

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reviewer2247699

Senior Manager at a insurance company with 10,001+ employees

Jul 28, 2023

There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming...

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Michael Pearson

Associate Director at a non-profit with 201-500 employees

Aug 22, 2023

There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first...

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Free Report: Five9 Reviews and More

Learn what your peers think about Five9. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,259 professionals have used our research since 2012.

JW

Member Services Director at a non-profit with 201-500 employees

Aug 24, 2023

I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes.

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Director of Contact Center Solutions at Invoca

Aug 25, 2023

What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful.

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JA

Manager at FYF

Aug 29, 2023

The reporting could be a bit better.

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Michael Guerrero

IT - Director at AdventHealth

Aug 31, 2023

Five9's stability needs to be improved.

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Thomas Johnson.

Manager Telephony at a consultancy with 10,001+ employees

Sep 5, 2023

Maintaining the original DNS on Five9 across campaigns is difficult.

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reviewer2274426

VP Information and Cyber Security at a financial services firm with 51-200 employees

Sep 11, 2023

Five9 Omnichannel’s UI could be improved.

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Director of Campaign and Dialer Management at a leisure / travel company with 501-1,000 employees

Sep 28, 2023

It would be ideal if they could combine the tools into one suite.

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