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Users highlight missing features in Five9, underlining a lack of customization and outdated UI for better usability.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

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

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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Kendra B.

2/11/2026

"Effortless Setup and User-Friendly Experience"

5/5

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

I like using Five9 Intelligent Cloud Contact Center Platform because it's easy to maneuver, which makes my work more straightforward. I also appreciate its pretty easy setup; it didn't take a lot of effort and was self-explanatory. Review collected by and hosted on G2.com.

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

There are a lot of options, I'll say. Review collected by and hosted on G2.com.

Julia .

Insurance Broker

Small-Business (50 or fewer emp.)

1/17/2026

"Faster Dialing, More Opportunities"

4/5

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

I find the faster dialing feature of Five9 Intelligent Cloud Contact Center Platform really beneficial as it leads to less wait time between calls. This improvement means more opportunities and consequently, more sales for me. Additionally, I appreciate that the initial setup was easy. Review collected by and hosted on G2.com.

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

I don't like not being able to get the client info back. Review collected by and hosted on G2.com.

Verified User in Financial Services

Small-Business (50 or fewer emp.)

6/24/2026

"Easy, Seamless Customer Contact Routing and Management"

4.5/5

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

Five9 makes routing and managing customer contacts easy, effective, and seamless. Review collected by and hosted on G2.com.

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

There are no major downsides to the platform. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

9/22/2025

"Great Service!"

5/5

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

Our TAM is the best part of Five9. She is so responsive, helpful, personable and always willing to help. Five9 is a great platform to use. It can be simple, but also complex and offers the most up to date technologies to fit with the trends. We have done multiple integrations (with other partners and Five9) and Five9 has always gone above and beyond. Review collected by and hosted on G2.com.

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

There are a few design features that I dislike (having milliseconds in reporting, only being able to send automatic reports to 5 emails, and the biggest issue is not being able to use WFO Screen Capture on Chromebooks. Review collected by and hosted on G2.com.

Marvin C.

IT Manager

Information Technology and Services

Mid-Market (51-1000 emp.)

9/24/2025

"Five9 Review as a business user"

5/5

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

Easy to implement and I always appreciate the support, five9 is our daily contact center that supports 2 of our campaign. we rarely encounter an issue. the reporting is ok good thing is the capability to automate the extraction of daily raw files. 1 thing is very important it is very easy for our user to use the flatform. what can i say it is very easy. Review collected by and hosted on G2.com.

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

I tested the email and chat platform of five9 and we are not happy about it. this is coming from the user of other omnichannel platform in the market. Review collected by and hosted on G2.com.

Amber S.

Care Navigator

Enterprise (> 1000 emp.)

4/30/2026

"Great for Patient Calls and Texts, but Dropped Calls Hurt Reliability"

2.5/5

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

You can send communicate with patients through calls or text. Review collected by and hosted on G2.com.

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

Often goes out/ drops calls. It would be very helpful to have an AI scribe Review collected by and hosted on G2.com.

Emily S.

Vice President Public Relations

Mid-Market (51-1000 emp.)

8/19/2024

Guest users or non-business users of the software, not included in G2 scores.

"Excellent service"

5/5

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

Whenever I had an issue and called them they got back to me that day and were every friendly Review collected by and hosted on G2.com.

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

Nothing comes to mind to change. I like the service and platform Review collected by and hosted on G2.com.

Helupe-fotunoa K.

Regional crisis worker

Enterprise (> 1000 emp.)

9/9/2025

"I love five 9"

4/5

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

What I like best is five 9 will show you when there’s an issue with connection and if it’s frozen so you can act fast and get support right away. Review collected by and hosted on G2.com.

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

What I dislike about five 9 is when being on the call there were always issues with the sounds on calls not being clear and it always seemed like five 9 always had an issue with that. Review collected by and hosted on G2.com.