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Five9 Reviews

Vendor: Five9
4.3 out of 5
Badge Ranked 1
151 followers
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Helped 842,690 peers since 2012

Featured Five9 reviews

Five9 mindshare

As of March 2025, the mindshare of Five9 in the Contact Center Platforms category stands at 15.6%, up from 12.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center Platforms

PeerAnalyst reports based on Five9 reviews

TypeTitleDate
CategoryContact Center PlatformsMar 31, 2025Download
ProductReviews, tips, and advice from real usersMar 31, 2025Download
ComparisonFive9 vs Amazon ConnectMar 31, 2025Download
ComparisonFive9 vs Genesys Cloud CXMar 31, 2025Download
ComparisonFive9 vs TalkDeskMar 31, 2025Download
Suggested products
TitleRatingMindshareRecommending
Genesys Cloud CX4.423.6%100%12 interviewsAdd to research
Amazon Connect4.226.8%100%18 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Manufacturing Company
10%
Healthcare Company
6%
Insurance Company
6%
Real Estate/Law Firm
5%
Educational Organization
5%
Retailer
4%
Construction Company
4%
Performing Arts
3%
Legal Firm
3%
Non Profit
2%
Comms Service Provider
2%
University
2%
Media Company
2%
Consumer Goods Company
2%
Government
2%
Pharma/Biotech Company
2%
Logistics Company
2%
Outsourcing Company
2%
Energy/Utilities Company
2%
Wholesaler/Distributor
1%
Analyst Firm
1%
Renewables & Environment Company
1%
Transportation Company
1%
Wellness & Fitness Company
1%
Recreational Facilities/Services Company
1%
Venture Capital & Private Equity Firm
1%
Aerospace/Defense Firm
1%
Hospitality Company
1%

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Five9 customers

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Five9 reviews

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Devan Baucom - PeerSpot user
Director of Contact Center Solutions at Invoca
Verified user of Five9
Sep 7, 2023
Has many features, provides good technical support, is scalable, and has no downtime

Pros

"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."

Cons

"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
Thomas Johnson. - PeerSpot user
Manager Telephony at a consultancy with 10,001+ employees
Verified user of Five9
Sep 15, 2023
Reduces IT resource requirements and gives the business the power to make changes within the platform

Pros

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

Cons

"Maintaining the original DNS on Five9 across campaigns is difficult."
Find out what your peers are saying about Five9. Updated March 2025
842,690 professionals have used our research since 2012.
PeerSpot user
Senior Manager at a insurance company with 10,001+ employees
Verified user of Five9
Aug 4, 2023
Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling

Pros

"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."

Cons

"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..."
NS
Sr Specialist - Analytics Metrics and Reporting at Mercer
Verified user of Five9
Mar 11, 2025
Real-time monitoring and reporting help with better operations

Pros

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

Cons

"For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch"
NR
Contact Center Director of Operations at Shugarman's Bath
Verified user of Five9
Jan 8, 2024
I can drill in and create custom contact point cadencing for all of our different categories of leads

Pros

"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. "

Cons

"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. "
Michael Pearson - PeerSpot user
Associate Director at a non-profit with 201-500 employees
Verified user of Five9
Aug 25, 2023
Makes coaching and quality management significantly easier, and agents get feedback quicker

Pros

"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."

Cons

"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..."
Michael Guerrero - PeerSpot user
IT - Director at AdventHealth
Verified user of Five9
Sep 7, 2023
Provides queue callback and agent skill-based routing, but the stability needs work

Pros

"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."

Cons

"Five9's stability needs to be improved."
WY
Director of Operations at TruConnect Mobile LLC
Verified user of Five9
Oct 24, 2023
Helps us reduce costs, cut our after-call times, and improve our hold times

Pros

"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."

Cons

"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."