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Five9 pros and cons

Vendor: Five9

4.3 out of 5

25 reviews
100% willing to recommend

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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

reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Dec 22, 2025

The complex call routing capabilities were valuable, as I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to, while also setting up complex rollover and integrations between our CRM to leverage that data for complex call routing, and it all worked well.

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NS

Sr Specialist - Analytics Metrics and Reporting at Mercer

Jan 5, 2026

I really appreciate Five9 because I do not have to do much creatively, as everything is automated.

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reviewer2686482

Works

Apr 2, 2025

I rate the overall Five9 solution a nine out of ten.

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AS

Archana Sadagopal

Works

Apr 2, 2025

The technical support for Five9 has been exemplary.

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NR

Contact Center Director of Operations at Shugarman's Bath

Dec 27, 2023

I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us.

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WY

Director of Operations at TruConnect Mobile LLC

Oct 24, 2023

Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting.

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reviewer2686485

Works

Apr 2, 2025

The most valuable feature is the simplicity of making scripts within the contact center solution itself.

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DN

Head of Operations at a consultancy with 1-10 employees

Jun 17, 2024

The reporting is the most valuable feature in Five9.

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Workforce Manager at Aprende Institute

Oct 9, 2023

The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful.

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reviewer2384742

Manager, Sales Center at a hospitality company with 10,001+ employees

Mar 28, 2024

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves.

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Five9 Cons review quotes

reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Dec 22, 2025

The reporting suite needed improvement.

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NS

Sr Specialist - Analytics Metrics and Reporting at Mercer

Jan 5, 2026

For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch

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reviewer2686482

Works

Apr 2, 2025

Five9 should provide free training resources for end users, including agents, supervisors, and admins.

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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: October 2026.

918,970 professionals have used our research since 2012.

AS

Archana Sadagopal

Works

Apr 2, 2025

There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart.

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NR

Contact Center Director of Operations at Shugarman's Bath

Dec 27, 2023

There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system.

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WY

Director of Operations at TruConnect Mobile LLC

Oct 24, 2023

I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features.

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reviewer2686485

Works

Apr 2, 2025

During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability.

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DN

Head of Operations at a consultancy with 1-10 employees

Jun 17, 2024

The technical support is inconsistent and has room for improvement.

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Workforce Manager at Aprende Institute

Oct 9, 2023

Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one.

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reviewer2384742

Manager, Sales Center at a hospitality company with 10,001+ employees

Mar 28, 2024

The knowledge base of their support is not as strong as the IVR build.

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