Five9 Intelligent Cloud Contact Center Platform Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the intuitive interface of Five9, highlighting its seamless integrations and straightforward implementation. (131 mentions)

Users value the exceptional customer support of Five9, noting its responsiveness and dedication to addressing concerns promptly. (89 mentions)

Users appreciate the exceptional support from Five9, highlighting their responsiveness and dedication to addressing customer needs. (88 mentions)

Users value the superb user-friendly interface and seamless integrations of Five9, enhancing their overall experience. (78 mentions)

Users value the efficiency of Five9, highlighting its easy user setup and streamlined reporting features. (64 mentions)

Users face challenges with call issues, particularly due to weak email interaction reporting and slow SMS features. (46 mentions)

Users highlight missing features in Five9, underlining a lack of customization and outdated UI for better usability. (41 mentions)

Users find the complexity of Five9's interface and reporting functions challenging, requiring significant training and experience. (35 mentions)

Users often face technical issues like call drops and system disruptions that hinder overall productivity and workflow efficiency. (33 mentions)

Users experience poor customer support, often requiring additional assistance and facing communication delays with Five9 services. (31 mentions)

5 Pros or Advantages of Five9 Intelligent Cloud Contact Center Platform

1. Ease of Use

Users appreciate the intuitive interface of Five9, highlighting its seamless integrations and straightforward implementation.

See 131 mentions

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Cas F.

Mid-Market (51-1000 emp.)

4.5/5

"Solid Contact Center Platform, Minor Rough Edges"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

User friendly, incredible features and integration, and great customer support! Pricing could be a bit better.

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Transforms Call Center Efficiency with Zero Downtime"

What do you like 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

2. Customer Support

Users value the exceptional customer support of Five9, noting its responsiveness and dedication to addressing concerns promptly.

See 89 mentions

See Related User Reviews

Dexson K.

Mid-Market (51-1000 emp.)

3.5/5

"Very helpful and patient five9 support agent"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

Five9 support is always very accomodating. Platform is very versatile and has a wide range of integrations.

Cas F.

Mid-Market (51-1000 emp.)

4.5/5

"Solid Contact Center Platform, Minor Rough Edges"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

User friendly, incredible features and integration, and great customer support! Pricing could be a bit better.

3. Helpful

Users appreciate the exceptional support from Five9, highlighting their responsiveness and dedication to addressing customer needs.

See 88 mentions

See Related User Reviews

Dexson K.

Mid-Market (51-1000 emp.)

3.5/5

"Very helpful and patient five9 support agent"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

Five9 support is always very accomodating. Platform is very versatile and has a wide range of integrations.

Cas F.

Mid-Market (51-1000 emp.)

4.5/5

"Solid Contact Center Platform, Minor Rough Edges"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

User friendly, incredible features and integration, and great customer support! Pricing could be a bit better.

4. Features

Users value the superb user-friendly interface and seamless integrations of Five9, enhancing their overall experience.

See 78 mentions

See Related User Reviews

Cas F.

Mid-Market (51-1000 emp.)

4.5/5

"Solid Contact Center Platform, Minor Rough Edges"

What do you like about Five9 Intelligent Cloud Contact Center Platform?

User friendly, incredible features and integration, and great customer support! Pricing could be a bit better.

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Transforms Call Center Efficiency with Zero Downtime"

What do you like 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

5. Efficiency

Users value the efficiency of Five9, highlighting its easy user setup and streamlined reporting features.

See 64 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Transforms Call Center Efficiency with Zero Downtime"

What do you like 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

José Martín R.

Small-Business (50 or fewer emp.)

5.0/5

"Automates Interactions and Enhances Customer Experience"

What do you like 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,

5 Cons or Disadvantages of Five9 Intelligent Cloud Contact Center Platform

1. Call Issues

Users face challenges with call issues, particularly due to weak email interaction reporting and slow SMS features.

See 46 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Five9 Has Improved"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

Answering Machine detection is still not accurate in detecting real VMs

Aatir N.

Mid-Market (51-1000 emp.)

3.5/5

"Feature-Rich for Healthcare Call Monitoring, but the UX Feels Dated"

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 log

2. Missing Features

Users highlight missing features in Five9, underlining a lack of customization and outdated UI for better usability.

See 41 mentions

See Related User Reviews

Eric A.

Mid-Market (51-1000 emp.)

4.5/5

"Omnichannel Solutions That Elevate The Healthcare Industry"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

Self help resources are not always current

Syed T.

Enterprise (> 1000 emp.)

4.0/5

"2 Years experience with Five9 CCaaS products"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

The product needs more advancement and they should make the UI more user friendly.

3. Complexity

Users find the complexity of Five9's interface and reporting functions challenging, requiring significant training and experience.

See 35 mentions

See Related User Reviews

Syed T.

Enterprise (> 1000 emp.)

4.0/5

"2 Years experience with Five9 CCaaS products"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

The product needs more advancement and they should make the UI more user friendly.

Furqan S.

Small-Business (50 or fewer emp.)

3.5/5

"Impressive AI Features and Integration, But Chat Management Needs Work"

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 complicat

4. Technical Issues

Users often face technical issues like call drops and system disruptions that hinder overall productivity and workflow efficiency.

See 33 mentions

See Related User Reviews

Cas F.

Mid-Market (51-1000 emp.)

4.5/5

"Solid Contact Center Platform, Minor Rough Edges"

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.

Elias B.

Mid-Market (51-1000 emp.)

2.5/5

"Call Clarity and Conference Call Management Need Improvement"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

Issues with call clarity and connectivity. Also issues with adding and removing parties from conference calls

5. Poor Customer Support

Users experience poor customer support, often requiring additional assistance and facing communication delays with Five9 services.

See 31 mentions

See Related User Reviews

Eric A.

Mid-Market (51-1000 emp.)

4.5/5

"Omnichannel Solutions That Elevate The Healthcare Industry"

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

Self help resources are not always current

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Five9 review"

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

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Dexson K.

IT Specialist

Mid-Market (51-1000 emp.)

10/17/2024

"Very helpful and patient five9 support agent"

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

5/23/2023

"Too many issues"

1/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Victor S.

Workforce Manager

Enterprise (> 1000 emp.)

9/9/2025

"Five9: Driving Efficiency and Empowering Agents"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

5/6/2026

"Five9 Support Resolves Issues Fast with Easy Ticketing"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Mike M.

Five9 Administrator

Mid-Market (51-1000 emp.)

7/15/2026

"Intuitive and Easy to Use: Five9 Delivers"

4.5/5

What do you like best about Five9 Intelligent Cloud Contact Center Platform?

The Five9 platform is intuitive and easy to use. Review collected by and hosted on G2.com.

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

We have experienced some performance issues Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

1/17/2024

"Call Center Ease of Mind"

5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Aatir N.

Virtual Assistant

Mid-Market (51-1000 emp.)

2/23/2026

"Feature-Rich for Healthcare Call Monitoring, but the UX Feels Dated"

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Eric A.

Implementation Management

Mid-Market (51-1000 emp.)

12/11/2025

"Omnichannel Solutions That Elevate The Healthcare Industry"

4.5/5

What do you like best about Five9 Intelligent Cloud Contact Center Platform?

The wide variety of supported Omnichannel options Review collected by and hosted on G2.com.

What do you dislike about Five9 Intelligent Cloud Contact Center Platform?

Self help resources are not always current Review collected by and hosted on G2.com.

Jobert G.

Technical Analyst

Enterprise (> 1000 emp.)

1/13/2026

"User-Friendly Platform with Excellent Monitoring"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.