Five9 Reviews 732

We’ve made multiple attempts to get clarification on the account and next steps to add on services, and it’s been difficult to get any response.

It’s frustrating because we came in ready to move forward, but at this point, we're left unsure about the status of the account and whether our business even matters.

We'd really appreciate someone from the company taking the time to look into this and provide some clarity.

Company Sage - The Things We Do PR

If your thinking of getting this system don't. A cascade of errors from start to finish including no internal communication not the fault of 5nine but would expect them to encourage trials ahead of go live. Its been 7 months now nothing has improved or changed, its actually making our job more time consuming as there more clicks than before and duplicating work.

Worse system ive ever seen.

They take your information and sell it to other providers. This is how they get you, they will ignore your emails. They will ignore your calls. Even if you wanna pay them, they won’t even take that because they’d rather shut down your domain and sell your information Information because they make more money that way. Buyer beware.

Five9 has done a great job at continuously improving its Intelligent CX Platform, especially with the integration of AI, IVA (Intelligent Virtual Agents), and WFO tools that help streamline contact center operations. The platform is robust and reliable, offering solid uptime and scalability across multiple channels.

The reporting and analytics capabilities, particularly with AI Insights, are strong and help leaders make data driven decisions. The automation tools (like IVAs and workflows) are powerful and can significantly reduce manual effort and contact volumes when properly implemented.

We embarked on our Five9 journey in 2016, moving from an on-premise PBX, and it’s been a transformative experience ever since. Five9’s team seamlessly assisted us through discovery, sales, and implementation with fantastic knowledge transfer. Their commitment to customer-centric service and agile platform has been integral to our growth, and meeting our customer needs for support. Having a dedicated TAM also allows for in-depth knowledge of our business to aid in optimizations, recommendation of best practices, and high-touch support that has become an extension of our internal team. We're genuinely grateful for their reliable, scalable solutions.

I love that any change is instantaneous. My teams request things on the fly and to get back to them with that change is done on that call or within an hour makes my team trust this system. Five9 also listens to the majority of our issues. I will say there are some issues that they are still not great on that is why they are not a 5 star.

I love the omni experience
my agents can login then get a chat or a call, see their schedule and get their qa info

Five9 has been a great partner! We use for our contact center!

Efficient, Scalable, and Built for High-Performing Teams.

What truly sets Five9 apart is the people. From account managers and CSMs to TAMS and customer support, the teams are always ready to help. Beyond great service, Five9 offers a wide range of solutions that have transformed the way we do business, boosted our efficiency, and strengthened our position as a leader in the industry.

My favorite part about Five9 is the customizable dashboard available for our supervisors, along with the robust reporting features that can be tailored to meet specific needs. The user interface is intuitive, easy to navigate, and visually clean, which makes daily use more efficient. When support is needed, the ticketing process is straightforward, and the team is responsive and helpful. I also appreciate the Five9 University, which provides a strong library of courses and tools to expand platform knowledge.

One area for improvement would be giving agents visibility into their own activity so they can easily track their statistics and daily work. Overall, this product has helped us scale our support center from 20 to over 100 users, and I would recommend the tool.

My experience with Five9 has been excellent. I consider Five9 a true partner because they take the time to understand my business and its pain points, helping to provide solutions that improve our customer experience and take our organization to the next level. They build real relationships with us; it’s not a transactional interaction, but a genuine partnership. They are not a VENDOR but a PARTNER

Amazing service, quick response by TAM, Strong integrations with CRMs (Salesforce, etc.), Reliable for core calling features

We truly value our partnership with Five9 and are incredibly grateful for the unwavering support they always shown us. Five9 products and servicing has been key to our successes, and we're excited about the continued success of our collaboration.

The Five9 team that we work with truly are advocates for our business. They do not try to push products we don't need and work with us to find solutions to any challenges we face. Between their guidance and our ability to customize the solution, we are able to offer our patients great service.

This has got to be the worst piece of software I've used in my 10+ years of working in IT.
First of all, they don't offer support for wireless connection...i.e WIFI. What year is it where WiFi is not supported?
Second, using Five9 feels like using an unfinished product. They spend a lot of time adding features no one asked for, and no time on the actual PHONE part. The call quality varies more than it should. Calls will sometimes not come through and go straight to missed, sometimes they come through and automatically pick up even with that setting turned off. It disconnects or times out multiple times a day (dozens for some people).
It has such an invasive integration that it can and will bluescreen (or black screen now) your computer, even though it is a web-based software.
Hours a day are wasted trying to troubleshoot it and we are more inefficient than ever.
It is meant for a call center and nothing else. If you are a company who doesn't exclusive run a call center, don't let these people talk you into a contract.

Cannot sort e-mails in chronological order, cannot close e-mails properly. If Five9 is used with Whatsapp, sometimes sound mutes completely until Whatsapp is closed. Each update makes this software more uncomfortable. Before we could see who resolved specific e-mail, now we can't.

In the realm of business technology, it is crucial to exercise caution when evaluating companies that make exaggerated claims about their capabilities. Prior to selecting Five9, we conducted thorough research and identified several competitors. After analyzing the provided information, we believed that Five9 would align perfectly with our company’s requirements.

However, after a year of using Five9, we came to the regrettable realization that it was a poor decision. Unfortunately, we failed to identify several concerning issues during the initial setup and installation process. The staff’s lack of coordination and communication was a significant problem, and the software integrated with Salesforce introduced more complications than benefits. Furthermore, the cost of the services and software was excessive.

Upon the expiration of our contract, we made the informed decision not to renew. During the product installation, we were informed that Five9 would remove all traces of their software from our CRM system. However, after the contract period had ended, we discovered that Five9 was still retaining the software, claiming that it was an internal process. This situation is inconsistent with the agreement we had made during the installation, where we had specifically paid for the removal of the software.

Very good users interface and many interesting features after 1 demo.

Absolutely garbage...Asked for a demo of the software and the "Sales Rep" Hannah said that she can send me some pre recorded videos and I asked to have a walk through because I will have questions she says that I can email her the questions...When someone is potentially ready to buy I dont think its a good idea to push them into an email chain.