15 years helping Singaporean businesses
choose better software

What Is Five9?

Five9 brings the power of Practical AI to the contact center to create smart, personalized omnichannel CX over the phone, web, chat, email, mobile and social. Predict the reason for the inquiry with customer intend data. Use intelligent routing to get your customers to the right agent. Provide intuitive self-service options to your customers. Automatically sync interactions to your CRM. Monitor, coach and report on performance in real-time. See why 2000+ customers trust Five9.

Who Uses Five9?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.

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Reviews of Five9

Average score

Overall
4.2
Ease of Use
4.2
Customer Service
4.3
Features
4.1
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Andrey
Andrey
Software Engineering Director in US
Verified LinkedIn User
Banking, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Five9 - One-Stop CCaaS Call Center Platform

5.0 4 months ago

Comments: Overall a great experience, multiple critical call center functions bundled into one easy to use, user friendly platform

Pros:

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Cons:

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Kimber
Management in US
Consumer Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

If you want the best...

5.0 5 years ago

Comments: The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Pros:

After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Cons:

The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

Five9 Response

5 years ago

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service. Best Regards, Cindy Seto Customer Advocacy Manager

Verified Reviewer
Verified LinkedIn User
Alternative Medicine, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

Very Basic For a Huge Market

3.0 last month New

Pros:

I like that's easy to use and integrated with a custom-built ERP, you can use webhooks, and integrated links to interact with the platform.

Cons:

It's too basic, and the algorithm for the distribution of calls is very flawed. You don't have a smart, context-aware algorithm

Wei Jie
Voice Infra Architect in Singapore
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Cloud Contact Center Solution for Ever Changing Business Need

4.0 2 years ago

Comments: Ease of deployment and expansion based on ever changing business need.

Pros:

Flexibility to expand and downsize the capacity

Cons:

Lack of Coverage and Support in certain region and countries outside US.

Lin
IT Analyst in US
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Amazing Change Management Tool

5.0 4 years ago

Comments: We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Pros:

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Cons:

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Five9 Response

4 years ago

Hi Lin, Thank you for taking the time to share your experience with Five9. Best regards, Five9