--- title: Five9 Intelligent Cloud Contact Center Platform Reviews meta_title: 'Five9 Intelligent Cloud Contact Center Platform Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 618 reviews by the users' company size, role or industry to find out how Five9 Intelligent Cloud Contact Center Platform works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 618 scale: '5' date_modified: '2026-07-09' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Five9 Intelligent Cloud Contact Center Platform Reviews **Vendor:** Five9 **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.1/5.0 **Total Reviews:** 618 ## About Five9 Intelligent Cloud Contact Center Platform Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth. ## Five9 Intelligent Cloud Contact Center Platform Pros & Cons **What users like:** - Users value the **ease of use** of Five9, highlighting its intuitive interface and seamless integrations. (118 reviews) - Users appreciate the **responsive and helpful customer support** from Five9, ensuring their concerns are prioritized and addressed promptly. (85 reviews) - Users praise the **excellent customer support** of Five9, highlighting responsiveness and prioritization of their concerns. (85 reviews) - Users praise the **excellent support and user-friendly interface** of Five9, enabling seamless integrations and efficient implementation. (76 reviews) - Users find the **efficiency** of Five9 enhances workflow, making processes quick and streamlining report generation. (62 reviews) - Easy Setup (56 reviews) - Users appreciate the **easy implementation and monitoring tools** of Five9, enhancing their call center management experience. (51 reviews) - Users love the **easy integrations** with various functions, making Five9 a seamless solution for everyday outreach. (50 reviews) - Intuitive (47 reviews) - Users appreciate the **easy integration with Salesforce** , enhancing usability and ensuring seamless activity logging. (45 reviews) **What users dislike:** - Users report **call issues** due to weak email reporting and slow SMS features, complicating the contact center experience. (43 reviews) - Users find the platform's **complexity** challenging due to an outdated UI and a steep learning curve for effective use. (35 reviews) - Users note a **lack of customization and missing features** , making the Five9 experience less intuitive and effective. (35 reviews) - Users frequently experience **technical issues** like dropped calls and system glitches that disrupt their workflow. (30 reviews) - Users often experience **poor customer support** , with slow response times and miscommunication impacting their overall experience. (29 reviews) - Limited Features (24 reviews) - Inadequate Reporting (22 reviews) - Learning Curve (22 reviews) - Limited Customization (22 reviews) - Connection Issues (21 reviews) ## Five9 Intelligent Cloud Contact Center Platform Reviews ### 1. Five9 a great way to communicate especially when working from home! **Rating:** 5.0/5.0 stars **Reviewed by:** Widline N. | Acquisition Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2021 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What I like most about the Five9 software is that it gives you multiple ways to communicate with the customer. And if you ever need help, a manager or supervisor can jump in right away to assist you without even having to disconnect from the customer. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The only thing I dislike about the Five9 software is that after I complete an interaction with a student, the disposition or notes can’t be changed. There are times when I’m typing too fast or clicking through too quickly and I accidentally submit the interaction incorrectly. Once it’s submitted, there’s no way to go back and correct it, even when I realize the mistake right away. I also don't like the randomly being kicked out. **Recommendations to others considering Five9 Intelligent Cloud Contact Center Platform:** My recommendation for anyone else that is considering using Five is to stop thinking and get it. It is very beneficial for a company and easy for employees to learn. It's also great for interacting with a large-scale customer base. This has been such a great software to use, and I will continue to use this as long as my work allows it. What I like best about the Five9 software is that you have multiple ways to communicate with the customer. If you ever need assistance, a manager or supervisor can hop right on and assist without even disconnecting from the customer. Keep up the great work! **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I believe that I am solving many problem sthat students face each day. The benefit that I find most rewarding after I have assisted these students with the issues that they were dealing with is just the satidfaction of the comments they leave behind for me and the appreciation they have more my assistance. ### 2. Automates Interactions and Enhances Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** José Martín R. | Ingeniero de software, Small-Business (50 or fewer emp.) **Reviewed Date:** September 15, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really like the different finite models available on the Five9 Intelligent Cloud Contact Center Platform. The capabilities like WFA, finite insight, and IVA for digital and voice interactions are impressive. I also appreciate the Five9 supervisor feature, which offers real monitoring of customer operations. The platform's ability to integrate and offer customization, such as with CRM integrations through WFA, is valuable for transferring transcription recordings and enhancing interactions. These features collectively provide significant support in automating and customizing customer needs. Additionally, I'm excited about the Identi capabilities, as they promise to elevate artificial intelligence to the next level enabling proactive and automatic system responses. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Currently, the customer is looking for an Argentic AI solution, and it seems to me that Studio7 solution for IVA and digital interaction is not bad, but we are able to improve using new feature functionalities considering the agentic solution. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use the Five9 Intelligent Cloud Contact Center Platform to automate interactions, improving response times, and enhancing customer experience through voice and digital AI, which significantly boosts operational efficiency. ### 3. Powerful Reporting, Challenging Upgrades **Rating:** 4.0/5.0 stars **Reviewed by:** Freddy B. | Director Information Technology Service Delivery and Contact Center Technology , Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I enjoy deep dives into data and telemetry, so reporting is one of my favorite features. It's robust and customizable. I appreciate the skill-based routing and the ability to prioritize queues either by record or by skill set routing. The API integration ability, especially with Salesforce, is fantastic as it allows our agents to use Five9 within the Salesforce UI without having to jump screens, which is very convenient. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It seems adding features that will continue to enhance performance always needs 'professional services' for integration. Currently, a major upgrade was needed, unfortunately, we couldn't execute it through Five9 precisely for the cost of professional services and the timeline. Other vendors seem to have pre-built packages that provide the services effortlessly without the 'penny pinching'. It took a long implementation time, over a month. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I find Five9 enables tracking traffic telemetry and properly routing it, ensuring accountability and better customer service. The platform's reporting and API integration with Salesforce improve efficiency by preventing screen-jumping. ### 4. Seamless Voice Integration, Needs Improved Digital Channel Management **Rating:** 4.0/5.0 stars **Reviewed by:** Mike S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I find the voice channels on the Five9 Intelligent Cloud Contact Center Platform to be seamless and easy to use. The ease of use is something I like most about it, and it was also easy and seamless to set up initially. I value how it helps in monitoring agent activity, which is essential for keeping track of productivity among my agents. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I would like more work done for the digital channels to help with managing and tracking agent activity. I also wish there was more granular visibility in real time. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform for voice channels; it's seamless and easy. It helps track volume and monitor agent productivity, but I want better digital channel tracking. Ease of use is a plus. ### 5. Empowers Healthcare Communication, Needs More Language Support **Rating:** 5.0/5.0 stars **Reviewed by:** Ayman F. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I appreciate the detailed reporting features, with the new module insight that digs into the data and customer calls to identify problems before they happen. The ease of use is also a big plus, as training agents or supervisors takes less than a day, and they quickly become experts at using the system. The platform's pricing made us switch from Genesys Cloud, and I found the initial setup to be very easy. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Supporting Arabic language - AI and AQM. AQM only supports English at the moment, which doesn't help as most callers speak Arabic, so we can't benefit from the AQM. The same goes for AI features like transcription and agent assist. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use the Five9 Intelligent Cloud Contact Center Platform for omni-channel communication, helping customers reach us via phone, chat, email, or social media. The reporting module 'Insight' digs into data to identify problems proactively, and training agents is quick, making the platform easy to use. ### 6. Rock-Solid Reliability and Clear Call Quality for Support Teams **Rating:** 3.5/5.0 stars **Reviewed by:** Vidur S. | Senior Client Services Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really appreciate the rock-solid reliability and clear call quality. We rarely experience any downtime, which is absolutely crucial for keeping our support team running. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Implementing Five9 was a significant undertaking, but their dedicated onboarding and support team provided solid guidance to ensure our essential CRM integrations synced flawlessly from the start. While the backend administrative UI feels slightly dated and requires a bit of a learning curve, the agent-facing desktop is highly intuitive, and the platform consistently delivers rock-solid performance with crystal-clear call quality. We have been particularly impressed with their integrated AI and intelligence capabilities, which efficiently handle routine inquiries and provide our reps with helpful real-time prompts. Although the pricing structure sits at a premium tier, the immediate ROI we’ve experienced through reduced handle times and streamlined daily operations makes it a highly worthwhile investment. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** We struggled with slow handle times and manual data entry, but now we use Five9's seamless CRM integration and unified UI. This has resulted in a [e.g., 15%] drop in Average Handle Time. Saving our agents hours of busywork every week delivered a rapid and clear ROI. ### 7. User-Friendly, Customizable Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Brandi D. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I find the new Admin Console of Five9 Intelligent Cloud Contact Center Platform to be extremely user-friendly and customizable, which makes it a leader in the industry. I also appreciate the capability to connect with callers across our digital ocean of accounts by easily separating them into custom campaigns and TFNs. The console's ability to create multiple rule sets and skill sets for agent access really helps streamline access granted. Additionally, it organizes admin responsibilities into a user-friendly platform, making day-to-day responsibilities much more efficient. The initial setup was very easy, with our Technical Account Manager assisting us through the entire implementation process. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** We would love to have some of the new trend-setting capabilities to be offered on a standalone basis, rather than in tiers. Specifically, the AI Quality Assurance Tools. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to easily connect with callers and organize them into campaigns. The user-friendly Admin Console allows for customizable rule and skill sets, streamlining agent access and improving efficiency. ### 8. Genius AI Delivers Enterprise Power with Everyday Usability **Rating:** 5.0/5.0 stars **Reviewed by:** Reynaldo C. | Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What stands out to me is how it bridges the gap between massive enterprise power and day-to-day usability. As an AI, I’m particularly impressed by their "Genius AI" suite—it’s not just a buzzword, but a practical toolkit that genuinely makes life easier for both the person on the phone and the person managing the team. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** While the data depth is impressive, the reporting engine is overly complex. Customizing reports often requires a dedicated specialist or an external resource because the interface isn't 'drag-and-drop' friendly. It can also be slow to pull large data sets during peak business hours. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Agents spend 5–10 minutes after every call typing summaries, which slows down the queue and leads to fatigue. The Solution: AI Summary (Genius AI). Benefit to mention: "The AI auto-summarization is a game-changer. It accurately captures the intent and outcome of the call, allowing my agents to jump to the next customer almost immediately. It’s improved our team's morale by removing the most tedious part of their job." ### 9. Seamless Setup, Efficient Call Management **Rating:** 5.0/5.0 stars **Reviewed by:** Avijit S. | Associate technical support, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really like the intelligent call routing, which automatically directs calls to the most appropriate agent based on their skills and availability, reducing wait time and ensuring the customer reaches the right person as fast as possible. I also appreciate the real-time monitoring of agents' productivity and quality, as well as easy access to the cloud. The initial setup process was seamless and pretty easy. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Sometimes the calls drop automatically, which is a direct financial loss. It gets laggy occasionally, and the interface feels very old and complex to understand for a new employee. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform for managing customer calls, improving call routing and agent productivity, real-time monitoring, and setting up new employee accounts, which helps manage high call flow and ensure faster customer support. ### 10. Transforms Call Center Efficiency with Zero Downtime **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I use Five9 Intelligent Cloud Contact Center Platform for my telephony system in contact centers and vendor sites. It helps to improve the experience for both agents and customers, and achieve the results needed as an organization. The Agent Assist feature is impressive, reducing agent documentation time from over 10 minutes to zero after-call work, which is amazing. Updating the IVR with IVA allows us to use self-services for some calls, which leads to faster response times and more first call resolutions. The initial setup was very easy and without issues. FIv9 COntinues to exceed my expectations. I'm excited about the NCX bundle is going to be great. This is another way of them focusing on what is best for the customers and meeting them where they are. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** N/A - At this time I have nothing... They are great partners **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 helps me improve both agent and customer experience, achieving organizational results. Agent Assist reduced after-call work from over 10 minutes to zero, and IVA enables self-service, improving response times and first call resolution. We also use Workforce and AI insights, solving many contact center problems. ### 11. Five9 review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** March 14, 2022 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** User-friendly interface that makes it easy to build IVR scripts, with solid integration options and plenty of customisation. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Customer support needs improvement. In the past, the service was much better than it is now. At the moment, the TAM has to be involved in almost every support request, and the support team seems to step in mainly when there’s a system break or downtime, rather than providing consistent help for day-to-day issues. **Recommendations to others considering Five9 Intelligent Cloud Contact Center Platform:** Five9 is the best cloud-based contact center software that provides all in one service, omnichannel like voice, email, chat, etc. Most importantly services are never down, so there will be no business impact. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I work on solving problems such as IVR design, IVR module behavior, blended campaign design and development, customizing reports, automating list loading, and scheduling reports based on requirements. I also handle contact fields and variables, as well as implementing new campaigns. ### 12. Five 9 Evolution **Rating:** 5.0/5.0 stars **Reviewed by:** Teodulo C. | Workforce Planner, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2022 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like Five9 because it is easy to use and helps manage calls efficiently. For example, calls can be routed to the right agent, supervisors can monitor performance, and agents can use AI assistance to respond faster. It also works well for handling high call volumes in a cloud-based contact center. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Five9 could improve by making the setup and customization process easier, especially for new users. Some reporting tools can also feel complex, so simpler dashboards would help. For example, creating custom reports, adjusting call flows, or training new agents could be faster and more intuitive. **Recommendations to others considering Five9 Intelligent Cloud Contact Center Platform:** Make sure you get the full implementation **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Mainly staffing management ### 13. Great Features but Lacks Customization **Rating:** 4.0/5.0 stars **Reviewed by:** Kazi R. | Technology Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really appreciate the ease of use of the Five9 Intelligent Cloud Contact Center Platform, which makes it simple to onboard new agents quickly thanks to its intuitive interface, reducing training efforts and time. Its omnichannel capabilities are fantastic, providing a unified experience by seamlessly managing customer interactions across multiple channels. Plus, the scalability is a big advantage, allowing contact centers to easily scale up or down based on demand without the need for significant hardware improvements. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I think Five9 has lack of customization based on user's specific needs. Five9 support needs a bit of improvement. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform for inbound and outbound calls, improving customer experience and scaling easily. It boosts agents' productivity, provides unified omnichannel experiences, and its intuitive interface reduces training efforts. ### 14. Streamlined Scheduling and Management, Needs Enhanced Call Assignment **Rating:** 4.0/5.0 stars **Reviewed by:** Lashandra M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really love the WFM scheduling tool. For the Five9 real-time queue management and agent platform, my favorite feature is how the skills and campaigns are set up. It's quick and easy to move agents as needed, and I appreciate being able to pull agents off the queue whenever I need. This wasn't something we could do previously. The reporting and analytics are super helpful and important for staffing and trends. Our ability to really dig into details within the platform has been extremely helpful in determining trends and what we need to focus on. Five9 is much more user-friendly than our last platform. It allows me to manage our skills and queues much more efficiently, and the reporting is far more in-depth and useful. Five9 has streamlined our real-time agent management, queue visibility, and scheduling efficiency. The setup process also went really well and seemed fairly easy to set up and launch. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I would really like to be able to assign interactions that are still in queue. For example, if I can see I have 6 calls in queue but I need to speak to a certain abusive caller right away, I would like to be able to grab that call and manually send it to a supervisor or someone they were working with before. Overall it's working really well and my only request is being able to force transfer or assign a call in queue to a specific agent. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 Intelligent Cloud Contact Center Platform is more user-friendly than our previous system. It significantly improves the efficiency of managing skills and queues and provides in-depth reporting. It streamlines real-time agent management, queue visibility, and scheduling, which were challenging with our last platform. ### 15. Effortless User Experience and Exceptional Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** nichola E. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I use the Five9 Intelligent Cloud Contact Center Platform to manage and streamline customer interactions across multiple channels, and I love how effortless it makes my interactions. The interface is user-friendly and reliable. I really appreciate the platform's stability and scalability, as it performs well even during high-volume periods. The stability of Five9 adds value to our operations, and its scalability allows us to easily adjust the number of users as our business grows. Plus, setup was a breeze and I find it very user-friendly. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I would say the chat feature, I don't really utilize that. Better visibility for multiple chats - when managing several conversations at once, it can be challenging to keep track of all ongoing chats, especially if agents need to reference past messages quickly. A cleaner interface or color-coded conversation tab could help. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use the Five9 platform to manage and streamline customer interactions across multiple channels, reducing high call volumes and improving call routing efficiency. ### 16. Too many issues **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Better call routing for customers. Less likely for our customers to reach sales when they are actually looking for our support team. Easy to get voicemails and log calls. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Really difficult to find any call recordings with their antiquated reporting system. No way for calls to route to cell phones as well as the VOIP system so lots of missed sales calls. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Call routing for sales and support. Decent call routing system but lots of holes in features like cell phone routing, reporting and round robining calls between sales teams. ### 17. Five9: Driving Efficiency and Empowering Agents **Rating:** 4.5/5.0 stars **Reviewed by:** Victor S. | Workforce Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Our experience with Five9 has been outstanding. The transition was smooth, and their solutions significantly improved our operations. Their AI-driven offerings seamlessly integrated with our existing platforms. The reliable service and fast deployment helped reduce costs while enhancing customer interaction. We've witnessed lowered response times and better staff morale. Five9's customer-centric approach truly elevates service delivery. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** One drawback is that email isn’t fully integrated into the omnichannel experience. Agents still face extra steps compared to phone or chat. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 Intelligent Cloud Contact Center Platform solved our biggest challenges of disconnected systems, manual processes, and limited visibility. By centralizing voice, chat, and email into one platform, we eliminated fragmentation and gave agents real-time tools to work smarter. Operational Efficiency: Intelligent routing reduced abandoned calls and improved speed to answer, directly raising service levels. Data & Insights: Automated reporting and AI forecasting replaced manual work, letting us act in real time instead of after the fact. Agent Empowerment: Integrated dashboards and coaching insights improved morale, accountability, and performance consistency across sites. Customer Experience: Customers now receive faster, more accurate resolutions across channels, improving CSAT and loyalty. ### 18. Five9 Support Resolves Issues Fast with Easy Ticketing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five 9 has always been able to walk me through fixing any issues whenever I have them. I like that it’s pretty simple to submit a ticket, and before you know it the issue is resolved. Also, when using Five 9, some people say the problem is with Five 9, but I feel like it’s often more related to the internet connection or the area. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Hmm, well, I don’t run into too many issues, so I don’t really feel like there’s anything I dislike about Five9. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Mostly, it will kick me out, or sometimes I lose signal and my speed drops into the yellow or red. But like I stated before, it’s rare. ### 19. Call Center Ease of Mind **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Customazation of data to both add and take out of the application. It also allows you to customize integrations of different applications and is very easy to use and implement. If you ever have any issues their Customer support is always available and very quick to respond. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** There are quite a bit of restrictions as far as allowing all aplications to communicate with Five9 **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The Auto dialer and ensuring that we are utilizing our agents the most we can. It also allows for a lot of automations depending on how you look at building their IVR's ### 20. Feature-Rich for Healthcare Call Monitoring, but the UX Feels Dated **Rating:** 3.5/5.0 stars **Reviewed by:** Aatir N. | Virtual Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really like the number of features and options Five9 provides for solving business problems, especially for healthcare, where a supervisor has to keep track of call volume and act accordingly. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I really do not like the UX of the platform, which is kinda obsolete, and the color theme is old. In addition, when I am speaking to my client, it logs out automatically, which affects business's reputation. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I am able to stay connected to my clients over Five9, which actually works on the internet from anywhere, which solves my remote job connectivity issues. ### 21. User-Friendly Platform with Excellent Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Jobert G. | Technical Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I am using Five9 Intelligent Cloud Contact Center Platform mainly for reviewing and playback of recordings. I found it very user-friendly as I can easily learn how to navigate it, and features like evaluations and reports are easy to understand and create. The Live Desktop works well for me as I can see and review what agents are doing and how they handle customers. Evaluations help us in scoring our agents' performance, and putting it in a report makes it easier. The setup was super easy. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** There is one thing that doesn't work well for me about the evaluation form. I was hoping for an option in the evaluation form that allows us to select sections to discard so those do not count or add to the total scores. Right now, we have one evaluation form divided into Chat, Phone, and Ticketing, and most calls are just chats, so the other two sections shouldn't add to the total score. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to improve recording quality and customer service. It's user-friendly for evaluations, reports, and monitoring agent activities, which helps us score performance efficiently. The Live Desktop is valuable for reviewing agent interactions. ### 22. Can be easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Jason L. | Medicare sales rep, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** It's so user friendly very intuitive for me **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** To be honest I personally haven't had any issues **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Keeps track of all calls and voicemails. Helps organize ### 23. User-Friendly Platform with Excellent Agent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Kimika W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like that the Five9 Intelligent Cloud Contact Center Platform was easy to guide through and that an agent was able to assist me. I appreciate being able to view my activity and having access to Voicemail as well. Furthermore, the initial setup was easy. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It needs to be more stable; I'm logged off a lot. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to make calls. It helped solve my outbound call issues with the Agent guide. I like that it's easy to navigate, I can view activity, and access voicemail. ### 24. Streamlined Inbound Calls, User-Friendly Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Candice M. **Reviewed Date:** January 07, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I find the Five9 Intelligent Cloud Contact Center Platform much more user-friendly compared to older platforms. I really like that you're able to build your own dashboard, which lets you see the metrics that are important to you. Also, I like the reporting capabilities as it allows you to drill down to the metrics that matter. Transferring emails into Five9 from Outlook and being able to manage them within the platform is really great. The reporting we get from it saves us from having to manually count and check turnaround times, as everything is easily pulled from the system now. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I'm a bit unclear on setting disposition codes, and our team has issues when a caller disconnects before the agent can select a disposition code. This is crucial for us because disposition codes help with reporting and understanding why people are calling us. When they aren't selected, we lose valuable data. We also have performance metrics around these codes, so it becomes a problem when agents can't log calls properly due to a caller hanging up. This results in inaccurate performance assessments. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I find Five9 Intelligent Cloud Contact Center Platform great for managing emails and generating reports, saving me from manually counting in Outlook. It provides insights into email volume, turnaround times, and agent performance metrics with a user-friendly interface. ### 25. Fairly Great Software **Rating:** 4.0/5.0 stars **Reviewed by:** Cas F. | Information Technology Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** User friendly, incredible features and integration, and great customer support! Pricing could be a bit better. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The outages - but those happen rarely and are very minimal. So keep up the great work!! Pricing could be better though. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 is helping us a lot with call and agent management and analytics. ### 26. Unreliable Performance, Easy Setup **Rating:** 1.5/5.0 stars **Reviewed by:** Cheryl L. **Reviewed Date:** May 07, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I use the Five9 Intelligent Cloud Contact Center Platform primarily to answer the phone and talk to my Jabbers. The initial setup was easy, and I didn't have any problems with it. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I really don't like Five9 Intelligent Cloud Contact Center Platform. All of a sudden, my phone will just quit ringing, so I don't hear it, which is irritating because I miss Jabber calls. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use the Five9 Intelligent Cloud Contact Center Platform to answer the phone so I can talk to my Jabbers. ### 27. Very helpful and patient five9 support agent **Rating:** 3.5/5.0 stars **Reviewed by:** Dexson K. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 support is always very accomodating. Platform is very versatile and has a wide range of integrations. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** too many emails for 1 progress/interaction. Cost leaves some room to be desired. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I ran into multiple problems, ranging from odd behavior and resolution issues to challenges with root cause analysis. ### 28. Robust, All-in-One Platform That Checks Every Box **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole D. | Director of Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** It’s a robust, all-encompassing platform. Everything you need is there, from simple voice and chat to agent assist and virtual agents. It’s also easy to use and straightforward to implement. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Honestly, there isn’t really anything I don’t like about it. It checks all the boxes. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 has helped us move from a traditional IVR to utilization of IVA with Natural language. It's make interaction with our IVR easier for our customers and given them an option for self-service saving our agents time to work on higher valued tasks. ### 29. Reliable, Scalable, and Perfect for Remote Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What I like most about Five9 is how reliable and scalable it is for handling high call volumes. The platform makes it easy for agents to manage inbound and outbound calls while giving supervisors strong visibility through call monitoring, recordings, and reporting. Being cloud-based also allows teams to work remotely without losing functionality, which has been very helpful for day-to-day operations. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** One downside of Five9 is that there can be a learning curve for new users, especially when it comes to advanced features and configurations. Some settings are not very intuitive at first and may require additional training or documentation. However, once users are familiar with the platform, it works smoothly. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 solves the problem of managing high call volumes while maintaining visibility and efficiency across contact center operations. It centralizes call handling, monitoring, and reporting in one platform, which reduces downtime and confusion for agents and supervisors. This has benefited us by improving call flow, response times, and overall organization, especially in a remote or hybrid work environment. ### 30. Streamlining Communication and Boosting Efficiency with Five9 **Rating:** 4.0/5.0 stars **Reviewed by:** Shannon S. | Negative Review Social Media Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 has been a reliable and efficient platform that makes call handling and customer communication much easier. The intelligent call routing, and CRM integrations help ensure customers are connected quickly to the right person, while agents have everything they need in one place. The real-time reporting and automation tools also provide great insight and improve overall productivity, making Five9 a strong solution for both agents and leadership. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** While I find Five9 to be a powerful platform, there are a few areas that could be improved. Some features feel complex and take time to learn, especially without hands-on training. I’ve also noticed that certain integrations and advanced tools require extra setup and troubleshooting. At times, the interface feels a bit dated compared to newer platforms, and the cost can add up depending on the features needed. Overall, it’s a strong system, but it does have a learning curve and room for refinement. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 solves a lot of the common challenges we face in a contact center by making communication smoother, faster, and more efficient. It takes the guesswork out of routing incoming calls and messages by directing them to the right person at the right time, which means fewer long holds and less repeat information for the customer — and less wasted time for us. ### 31. Customizable Dialing and User-Friendly Dashboard, with Room for Growth **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** One of the things I like most is how many different dialing options there are—and the fact that you can customize pretty much all of them to fit whatever you need. It makes running different campaigns a lot easier. The dashboard is also super easy to read. Being able to watch and listen to live agent calls in real time has been really helpful for coaching and keeping an eye on things. It’s pretty straightforward, even for people who aren’t super techy. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** We’ve run into some inaccurate call tracking here and there, which can make reporting a bit confusing. And sometimes the dialing can be a little slow, which definitely affects productivity on busy days. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** There are issues with call tracking and slow dialing, which can be frustrating. However, the system does help the company by ensuring we don't contact the same people too frequently and by reducing agents' idle time. ### 32. Streamlining customer engagement with efficient Five9 cloud solutions. **Rating:** 5.0/5.0 stars **Reviewed by:** Aries B. | Technology Analyst | Verint SaaS - Digital Solutions, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Based on my experience, I really like the iVe9 Intelligent Cloud Contact Center Platform for handling inbound and outbound calls. It is easy to navigate, and I find it very helpful for monitoring my teams in real time. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** When running a report, sometimes setting it up can be a bit complicated, especially when customizing data or building my own custom report. Sometimes it takes time to get my results during peak hours. But overall, the system works fine once you get used to it. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** When reviewing and checking agent calls manually is very time-consuming. But when I started using Five9, I could easily evaluate agents and provide feedback on their performance. I can also create and generate a custom report on how many licenses were being used previous month. ### 33. Rapid Customer Connection, Slight Call Handling Needs **Rating:** 4.0/5.0 stars **Reviewed by:** Amie S. **Reviewed Date:** December 08, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really like the speed at which we can contact our customers once they submit a lead using Five9 Intelligent Cloud Contact Center Platform. There's no wait time after entering a lead; it starts calling immediately and keeps track of how many times we've attempted to reach the customer throughout the day. As a supervisor, I appreciate being able to assist my setters live and take over calls if needed, resolving issues quickly without doing a callback. Our team benefits from increased speed to lead time with no need for lists to call from, just quick calling once the lead is added. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** While I do love Five9 Intelligent Cloud Contact Center Platform, I would love to see an improvement with the callback feature to make it easier and quicker to schedule. I also would love to be able to search for a phone call by phone number without having to search a specific rep. I would love a search feature that would allow me to type in the phone number and search all reps and pull up all calls to that one specific number. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The platform lets me quickly assist my setters during calls, resolving issues without callbacks. It enhances my team's speed to lead time, eliminating manual call lists, and enables immediate lead engagement and tracking. ### 34. Choosing the Right Contact Center: My Review of Five9 **Rating:** 5.0/5.0 stars **Reviewed by:** Crystal L. | Enterprise system application analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What I like best about Five9 is its intuitive and user-friendly interface, which makes it easy for agents—even those less comfortable with technology—to navigate. The supervisor dashboards are invaluable for real-time monitoring, and the customizable widgets allow each supervisor to tailor their view to their specific needs. With their robust reporting capabilities—you can find virtually any data point you’re looking for, which makes performance tracking and decision-making much easier. From an administrator perspective, I especially appreciate the ability to configure campaigns with ease. In addition, Five9’s support team is highly responsive and provides detailed technical guidance when needed. The Five9 Knowledge Base and University are also excellent resources, offering articles and training that help expand product knowledge and drive adoption. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The main drawback I’ve experienced is the requirement for Java in the administrator view. However, since this functionality is actively migrating to the web version, this limitation is already being addressed and is on its way to being fully resolved. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 is helping us scale our call center operations with ease, ensuring we can support growth without disruption. Its integration with Salesforce has streamlined our workflows, improved agent efficiency, and enhanced visibility into customer interactions. Together, these capabilities allow us to deliver better service while maintaining operational flexibility. ### 35. Easy to Use, Seamless Integrations with Five9 **Rating:** 5.0/5.0 stars **Reviewed by:** Cordell M. | Manager of Workforce Operatrions, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Its ease of use and its ability to integrate with other systems. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Everyone wants things to run smoothly all the time, and the Five9 team is quick to escalate and resolve any issues when they come up. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Integration with our multi-channel strategy, including calls, chats, and other offline contact channels. ### 36. Flexible and Customizable Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Chris I. | Five9 Administration Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really like the flexibility and customizability of Five9 Intelligent Cloud Contact Center Platform, which allows me to modify our call routing as I need, when I need. I also appreciate the TAM services that provide me with a business advocate to help offer solutions to problems I might face. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I need more options to split the tenant for multiple lines of business. Currently, they can all kind of run together and get messy. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to unify our voice channel for consistent support and to have the flexibility to locate agents anywhere. It also offers flexibility and customizability in call routing. ### 37. Where Five9 Shines and where it falls short **Rating:** 4.0/5.0 stars **Reviewed by:** Toni L. | Lead Intake Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The integration is especially convenient for our associates, many of whom work remotely using their own hardware setups. By streamlining access and ensuring compatibility across various personal devices, it minimizes technical barriers and enhances productivity. This flexibility not only supports a more efficient remote work environment but also reduces the need for additional IT resources or hardware provisioning. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** While the Salesforce integration with Five9 offers valuable functionality, there are some recurring technical hiccups that impact the user experience. Many of our associates regularly encounter issues when attempting to launch the Five9 integrated softphone app within Salesforce. Common problems include persistent acknowledgement notices that fail to close, effectively blocking the login process, as well as error messages indicating that required components—such as the Five9 Chrome extension or the desktop adapter—are missing, even when they are already installed. These disruptions, although typically brief, can cause frustrating delays and negatively affect workflow efficiency, especially for remote associates who rely on a smooth and reliable login process to begin their workday. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 enables our workforce to connect with clients in a streamlined and efficient manner, providing a reliable communication platform that enhances both responsiveness and customer satisfaction. Its seamless integration with our existing software ecosystem—including CRM systems and productivity tools—as well as our own proprietary products, ensures a cohesive workflow with minimal friction. This interoperability not only simplifies daily operations but also allows us to deliver a consistent and high-quality experience across all touchpoints. ### 38. Efficient Setup, Needs Faster Updates **Rating:** 5.0/5.0 stars **Reviewed by:** Romeo P. | Help Desk Support Specialist **Reviewed Date:** February 12, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like the simplicity of creating IVRs from scratch with Five9 Intelligent Cloud Contact Center Platform. It's also easy to customize based on our clients' needs, which is a big plus. Not dealing with infrastructure helps in reducing operation costs, which I find beneficial. The initial setup was easy as well. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It takes too long for feature enhancements to be deployed. Also, there is no capability to automatically reset both voice and digital queues when an agent completes a call, which loads some agents with more interactions than others. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to avoid infrastructure maintenance, reducing operational costs and providing top-tier customer service. ### 39. Solution For Call Centers who need an “out the box” solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Now that we’ve been with the platform for some time, I’ve noticed that they attempt to update the platform’s capabilities to provide new and trending services that businesses are looking for. They provide ample documentation for their services as they are released. Not every company does this. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I stand by what I’ve said before. In addition, in terms of CRM integration, instead of being “all things to all people”, f9 instead integrates with a few major players. So if you’re not using a salesforce-level CRM or have a native or open-source product, then your CRM isn’t supported by f9. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 provides a dependable solution for creating and administrating a call center. We had issues with uptime with our previous software, and have not experienced this at all with f9. ### 40. Flexible and Easy-to-Implement Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Chris I. **Reviewed Date:** February 11, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like that we can customize Five9 Intelligent Cloud Contact Center Platform to fit our needs. It's great that we can make an IVR or IVA do anything we need it to and that it can integrate with many systems. The flexibility it offers is a big advantage over our previous system, Cisco Call Manager. The initial setup was easy, especially with the help of the Five9 implementation team. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** N/A **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 helps us centralize scheduling, freeing other team members to support patients. We can customize it to fit our needs, especially with IVR/IVA functionality and system integrations. We switched from Cisco's Call Manager for more flexibility. ### 41. Efficient Call Routing, Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I really appreciate our TAM and the support we get with the Five9 Intelligent Cloud Contact Center Platform. The SSO feature is especially valuable because it helps cut down on administrative work. Overall, the initial system setup went smoothly and was a great experience. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Call quality (audio and latency) is a concern, and there’s also a steep learning curve because the UI feels complex and outdated. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 Intelligent Cloud Contact Center Platform helps with call routing, and its SSO support reduces admin work by making access and user management simpler. ### 42. Efficient Call Management with Easy Transfers and Conferencing **Rating:** 5.0/5.0 stars **Reviewed by:** Shaun V. **Reviewed Date:** November 02, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I am highly impressed with the Five9 Intelligent Cloud Contact Center Platform for its seamless functionality in my role. I use it all day to make and receive numerous inbound sales calls, which is crucial for my job at the sales desk and has proven to be an integral tool. The call transferring and conferencing features stand out as exceptionally useful; they are easy to learn and operate, significantly impacting my workflow positively. The platform's capabilities have made it a must-have for my role, ensuring that calls come in and go out efficiently while facilitating smooth call transfers and conferencing as needed. This software does everything it is supposed to and does it well, making it an indispensable part of my daily operations. If I required such a platform in the future, I would definitely consider using Five9 again due to its ability to fulfill all aspects of my functional needs, making it an invaluable asset to my professional tasks. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I would like the look of Five9 Intelligent Cloud Contact Center Platform to improve. A more user-friendly feel would be nice. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform to handle inbound and outbound sales calls efficiently, making call transfers and conferencing seamless. It's integral to my job, simplifying communication with an easy-to-use interface. ### 43. Impressive AI Features and Integration, But Chat Management Needs Work **Rating:** 3.5/5.0 stars **Reviewed by:** Furqan S. | Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** December 23, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I’m very impressed by its AI-powered automatic note-taking and smart routing features, as they significantly help reduce our team’s administrative workload. Additionally, the way it integrates with our other tools is truly seamless. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The web version has generally performed well for me, though I find that some of the settings tools remain somewhat outdated or unnecessarily complicated. Additionally, I believe the chat management could use some enhancements to make it more intuitive and as smooth as the voice component. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The platform has enabled us to streamline our operations by minimizing manual tasks. Having comprehensive, real-time visibility through its dashboards has truly transformed our monitoring process, allowing us to make immediate adjustments when needed. As a result, we've noticed a significant improvement in our FCR. ### 44. Great all-in-one features, but constant refreshing is frustrating **Rating:** 2.5/5.0 stars **Reviewed by:** Jesus Alberto G. | admission specialist, Education Management, Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** That it is a all in one tool have phone ,info ,reminders very f Good **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** That you have to be refreshing it because it frozes **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Better calls handle better info more accurate info ### 45. Resilient US Platform You Can Rely On **Rating:** 4.5/5.0 stars **Reviewed by:** William C. | Contact Center Technology Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Resiliency of the platform within the US. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** We could use a little more pro-active notifications when an issue arises. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The hosted web thin client flexibility to work with the agent desktop and AVD. ### 46. Helpful Call History Reviews and Clear Step-by-Step Call Transfers **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin R. | Customer Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** It lets me review my call history, and it also provides clear, step-by-step guidance when I need to transfer calls. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Sometimes the platform updates while I’m in the middle of an interaction. Also, when I was using FIVE9, some calls got disconnected. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Contacing customers, it also allows you to have a welcome message when you received the call ### 47. Easy to use but with some areas of improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Marilyn A. | VA, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The best thing about using Five9 is that it is easy to use; you don't have to be tech-savvy to start taking calls with it. From the initial setup to logging in and out every day. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It's not the best tool I've used to take calls because of some glitches that make your daily work not so smooth. These include the fact that it is constantly freezing, you have to randomly uninstall and reinstall (after a year of use), and it refreshes or logs out while you're on a call. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It's easy so you can take the calls, which is its main purpose. However, they should work on reliability a little bit more. ### 48. Instant Updates and Easy Testing Make Five9 Stand Out **Rating:** 4.0/5.0 stars **Reviewed by:** Adam A. | Network Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like that I can make changes to production and they are live immediately without any downtime or users noticing the change **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The main interface to manage and adjust your IVR and manage the system is an older UI that is a bit clunky. Five9 though is working to replace it. Also adding some features require going through there sales process and can take a few days. For example adding an international DID. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It helps us tie in our support and sales teams phone contacts into Salesforce. ### 49. Overall good experience **Rating:** 4.5/5.0 stars **Reviewed by:** Brianna B. | Call Center Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 works well for outbound cold calling and allows us a lot of freedom to set it up in the way that works best for us. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** When there are issues, tech support asks for a lot of information that is very difficult and time consuming to collect and when we do, it still doesn't seem like it helps them to diagnose/resolve the issue completely. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Auto dialing leads and connecting our agents with live calls versus us having to manually dial each lead and listen to it ring. ### 50. Seamless Transition with Excellent Support **Rating:** 4.5/5.0 stars **Reviewed by:** Michelle I. **Reviewed Date:** December 15, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like the ease of use and the support that you get. I use the reporting the most and value it because it gives me a view of how the contact center team is performing. The ease of use and the call recording are also appreciated. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I think the way that some of the items are displayed can be a little bit crisper and reports being able to pull certain reports of data without having to input a lot of data. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform for my agents to take calls and for monitoring, ensuring they're on calls, using correct dispositions, and pulling reports. It helps ensure all agents are on the lines and able to answer questions. ## Five9 Intelligent Cloud Contact Center Platform Discussions - [Loyal customer call acceleration](https://www.g2.com/discussions/26777-loyal-customer-call-acceleration) - 1 comment, 1 upvote - [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments - [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment - [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments - [What is five9 software?](https://www.g2.com/discussions/what-is-five9-software) - 1 comment - [View Five9 Intelligent Cloud Contact Center Platform pricing details and edition comparison](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-10+17%3A28%3A08+-0500&secure%5Bsession_id%5D=d3613fa7-ee58-43ef-b639-27f04cbe447a&secure%5Btoken%5D=595b2f8d6166e334d8e835947ced58cfe71b974f627bf0c4f3f033f4397c5e69&format=llm_user) ## Five9 Intelligent Cloud Contact Center Platform Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) - [Cresta](https://www.g2.com/products/cresta/reviews) - [CrestGPT](https://www.g2.com/products/crestgpt/reviews) - [Lead Perfection](https://www.g2.com/products/lead-perfection/reviews) - [Maple CRM](https://www.g2.com/products/maple-crm/reviews) - [Microsoft SQL Server](https://www.g2.com/products/microsoft-sql-server/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [Quickbase](https://www.g2.com/products/quickbase/reviews) - [Reach](https://www.g2.com/products/encoura-reach/reviews) - [Reach Reporting](https://www.g2.com/products/reach-reporting/reviews) - [Sagent Data Flow](https://www.g2.com/products/sagent-data-flow/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Smart Connector for SAP C/4HANA](https://www.g2.com/products/smart-connector-for-sap-c-4hana/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews) ## Five9 Intelligent Cloud Contact Center Platform Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **ServiceNow Apps** - ServiceNow Integration - Value **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation **AI Compliance** - Regulatory Reporting - Automated Compliance - Audit Trails **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Salesforce AppExchange Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Process** - Mentions - Tickets - Macros **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Reporting** - Reports & Analytics - Data Transfer Tools **Management** - Scrubbing - Blocking - Campaign Management - Screening **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Task Execution - Problem Solving **Risk Management & Monitoring** - AI Risk Management - Real-time Monitoring **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Agentic AI - ServiceNow Store Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data **Channels** - Email - Social - Live Chat - Phone - Text **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Integration** - Phone Systems - Marketing & CRM - Third-Party **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **AI Lifecycle Management** - Lifecycle Automation **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Access Control and Security** - Pole-based Access Control (RBAC) **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Collaboration and Communication ** - Model Sharing and Reuse **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Agentic AI - AI Governance Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing - Conference Transcripts **Omnichannel Features ** - Retail Management - POS Integration - Social Media Integration - Customer Service Integration - Marketing Tools - E-commerce Integration - ERP Integration **Automation** - Customer Interaction Automation **Autonomy** - Adaptive Responses - Task Execution - Problem Solving ## Top Five9 Intelligent Cloud Contact Center Platform Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,466 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,438 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)