--- 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 625 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: 625 scale: '5' date_modified: '2026-07-17' 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:** 625 ## 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 love the **user-friendly interface** of Five9, finding it simple to navigate and easy to implement. (131 reviews) - Users praise the **responsive customer support** of Five9, highlighting its priority in addressing concerns promptly. (89 reviews) - Users value the **exceptional customer service** of Five9, highlighting responsiveness and helpfulness in their experience. (88 reviews) - Users appreciate the **responsive and helpful support** from Five9, enhancing their overall experience and integration capabilities. (78 reviews) - Users value the **efficiency** of Five9, benefiting from impressive features that enhance customer interactions and productivity monitoring. (64 reviews) - Users love the **easy integrations** with various functions, making Five9 a seamless solution for everyday outreach. (56 reviews) - Easy Setup (56 reviews) - Users appreciate the **easy implementation and monitoring tools** of Five9, enhancing their call center management experience. (55 reviews) - Users appreciate the **easy integration with Salesforce** , enhancing usability and ensuring seamless activity logging. (50 reviews) - Intuitive (47 reviews) **What users dislike:** - Users face **call issues** that hinder accurate reporting and performance assessment, complicating the contact center experience. (46 reviews) - Users note **missing features** like a modern UI and efficient search options, impacting usability and functionality. (41 reviews) - Users find the **complexity** of Five9's interface and reporting features to be quite challenging and confusing. (35 reviews) - Users report **technical issues** with Five9, including slow support responses and occasional glitches disrupting service. (33 reviews) - Users report that **poor customer support** leads to frustrating delays and challenges in issue resolution and setup. (31 reviews) - Limited Features (26 reviews) - Slow Loading (23 reviews) - Inadequate Reporting (22 reviews) - Learning Curve (22 reviews) - Limited Customization (22 reviews) ## Five9 Intelligent Cloud Contact Center Platform Reviews ### 1. 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. ### 2. 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. ### 3. Positive Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Paige F. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** How fast they are in answering questions. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I think the resources could be in video format. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Phone routing for a small contact center. ### 4. 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. ### 5. 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 ### 6. 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. ### 7. 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. ### 8. 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. ### 9. 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. ### 10. Effortless Trend Monitoring and Reporting Boosts Quality Control **Rating:** 5.0/5.0 stars **Reviewed by:** Vilim F. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** This tool provides a clear and efficient method for monitoring trends, which has greatly enhanced our quality control processes. I find it very convenient to obtain transcripts, and it excels at extracting valuable information from interactions. Additionally, it has made generating reports for our audits much simpler. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Evaluation notifications often arrive with a delay and can sometimes lack important details. I would appreciate it if the platform provided more options to customize dashboards, as there are occasional issues with data transfers as well. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** This is an excellent quality control tool that allows us to capture real-time interactions across multiple channels. It assists us in evaluating our current quality status and provides a smart, efficient way to review these interactions. ### 11. Easy to Learn and Teach—Helps Agents Assist Customers Confidently **Rating:** 4.0/5.0 stars **Reviewed by:** Ashley P. | Customer Care Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Easy to understand and teach agents while assiting customers. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I would like to improve the digital feature in order to improve effiency **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I dont Know ### 12. Great Reporting and Archived Recordings, but Reporting Speed and Drop-Downs Need Work **Rating:** 3.5/5.0 stars **Reviewed by:** Tony P. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Reporting and able to access archived recordings **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Need enchance reporting response time and drop downs **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It assist in streamling our calls ### 13. Facilitate Implementation, Good Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Júlio César d. | Arquitetura e Novas Soluções, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like the ease of configuration and implementation of the Five9 Intelligent Cloud Contact Center platform. I also think that the integrations work well. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I think there is a need for a proprietary database or a knowledge base for the tool itself and to facilitate reports. Additionally, the integrations need to be cheaper, and although the configuration is straightforward, there are bugs. **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 resolve interactions that analysts fail or problems that the customer has. ### 14. Five9 Has Improved **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I love the dialer and how we can play around with the filter. I also love the new feature to drop all silence calls **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Answering Machine detection is still not accurate in detecting real VMs **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Outbound dialing and filters are easy to setup IVR is straight forward ### 15. Trusted Platform for a Transformative Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** We embarked on our Five9 journey in 2016, moving from an on-premise PBX, and it’s been a transformative experience ever since. Five9’s team seamlessly assisted us through discovery, sales, and implementation with fantastic knowledge transfer. Their commitment to customer-centric service and agile platform has been integral to our growth. We're genuinely grateful for their reliable, scalable solutions! **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** There is a wide and comprehensive range of data available to use, but it can be challenging to thoroughly analyze it without a dedicated resource. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Adaptability and scalability as our business grows and changes. The ability to quickly expand on our feature offerings through integrations allows us to elevate both our customer and end users experience ### 16. 2 Years experience with Five9 CCaaS products **Rating:** 4.0/5.0 stars **Reviewed by:** Syed T. | Sr Technology Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like their support process and attention to customer queries. **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. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Proving call recording and telephony solutions to our client and it's very economical solution. ### 17. Experience Using Software **Rating:** 2.5/5.0 stars **Reviewed by:** Cayesha S. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** It has been about a year since I have been introduced to F9 software. I like that it easy to locate previous call history. I like that we have a option to transfer and park calls while we work on other sections to help service our passengers. Also when I forgot my password Customer support was very hlepful. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I don't like how if too many people are logged in we have to type in multiple station numbers in order to login for the day. It is random and can be time consuming to find the right station thats free to login. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I had password issues the Customer support was top tier in helping me resolve my issue. ### 18. Five9 Honest Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What I like best about the Five9 Intelligent Cloud Contact Center Platform is its reliability and ease of use. The system is very intuitive, making it simple for agents to navigate and manage calls efficiently. Features like call routing, real-time reporting, and CRM integration really help streamline workflows and improve customer interactions. I also appreciate the scalability, it can easily support both small teams and larger operations without losing performance. The cloud based setup gives flexibility for remote work, and the uptime has been excellent. Overall, Five9 provides a professional, dependable solution that enhances both agent productivity and customer satisfaction. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The only issue I’ve experienced with Five9 was one instance where I got stuck on the “Status Check” page and couldn’t proceed. Fortunately, their technical support team was quick to assist and resolved the problem efficiently. It hasn’t been a recurring issue, and the support experience gave me confidence in their responsiveness **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 helps streamline call routing, improve customer interactions, and provide real-time reporting. This has boosted agent productivity, reduced wait times, and improved overall customer satisfaction. ### 19. VCC Administrator Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The Five9 VCC Administrator role is a cornerstone in managing and optimizing contact center operations. It offers a robust suite of tools and configurations that empower administrators to tailor the platform to meet business needs efficiently. Scripting Tools One of the standout features is the Five9 Scripting Tool, which allows administrators to create dynamic, logic-driven scripts that guide agents through customer interactions. These scripts can include conditional branching, data capture fields, and embedded CRM data, ensuring consistency and compliance across calls. Ease of Implementation Five9 stands out for its straightforward deployment process. Whether cloud-based or hybrid, the platform is designed for rapid onboarding with minimal disruption. The admin interface is user-friendly, allowing teams to configure campaigns, IVRs, and agent profiles without needing deep technical expertise. Pre-built templates and drag-and-drop tools further simplify setup. Agent Profile Management Administrators can build and manage Agent Profiles with precision, assigning skill levels, roles, and permissions. This ensures agents are routed to the right calls and have access to the tools they need. Profiles can be customized to reflect language skills, product expertise, or campaign-specific requirements. Prompts and Dispositions Creating Prompts (pre-recorded messages or IVR options) is intuitive and flexible. These can be used in IVR flows, outbound campaigns, or voicemail setups. Dispositions, which categorize call outcomes, are easily configurable and can be tied to reporting metrics, workflow automation, or CRM updates. Agent Groups and Campaigns Administrators can organize agents into Groups based on department, skill, or campaign. This segmentation allows for targeted call routing, performance tracking, and tailored training. Campaigns can be configured with specific dialing modes (predictive, progressive, manual), call scripts, and disposition sets. Other VCC Components IVR Configuration: Build multi-level IVRs with drag-and-drop simplicity. Call Routing: Set up intelligent routing based on skills, availability, or business hours. Reporting & Analytics: Access real-time dashboards and historical reports to monitor KPIs. Quality Monitoring: Enable call recording, screen capture, and agent evaluation tools. Third-Party Integrations Five9 excels in CRM integration, particularly with platforms like: Salesforce: Seamless data exchange, click-to-dial, screen pops, and automated logging. Zendesk, ServiceNow, Microsoft Dynamics: Enhanced customer context and workflow automation. Custom APIs: Five9’s open architecture allows integration with proprietary systems, enabling data synchronization and custom workflows. These integrations ensure agents have a 360° view of the customer, reduce manual data entry, and improve overall efficiency. Customer Support Experience Five9 offers excellent customer support, including: 24/7 technical assistance Dedicated implementation specialists Extensive documentation and training resources Community forums and webinars Support is responsive and knowledgeable, making it easier for admins to troubleshoot and optimize the platform. Frequency of Use Agents use Five9 daily, often for the entire duration of their shifts. The interface is clean and responsive, with minimal downtime. Administrators interact with the platform regularly, especially during campaign setup, performance reviews, and system updates. The admin portal is designed for frequent use, with quick access to reports, configurations, and user management. Final Thoughts The Five9 VCC Administrator role is ideal for organizations seeking a scalable, customizable, and integrated contact center solution. Its powerful configuration tools, combined with deep CRM integrations, make it a top choice for businesses aiming to deliver exceptional customer experiences. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** As a widely adopted cloud-based contact center solution, Five9 offers flexibility, scalability, and remote accessibility. However, like any cloud technology, it comes with certain operational and technical considerations that organizations and users should be aware of. Below are some of the most common challenges encountered, especially in environments with strict performance and reliability requirements. ** Browser Dependency and Performance Optimization ** Five9 heavily relies on browser performance, which introduces a few hurdles: Cache and Cookies Management: Users often need to clear browser cache and cookies to resolve issues like login failures, UI glitches, or call control malfunctions. While this is a common fix, it can be disruptive and time-consuming, especially for non-technical users. Browser Extensions: Five9 may require specific browser extensions (e.g., for softphone functionality or screen pop-ups). These extensions can: Be blocked by corporate policies or antivirus software. Require manual installation or frequent updates. Conflict with other extensions, causing unexpected behavior. Browser Compatibility: Although Five9 supports major browsers like Chrome and Edge, performance may vary depending on the version or system configuration. Some users report better stability on one browser over another, which can lead to inconsistent experiences across teams. ** Network Sensitivity and Latency ** Being cloud-based, Five9 is highly dependent on internet stability: Call Quality Issues: Packet loss, jitter, or high latency can lead to choppy audio, dropped calls, or delays in call routing. VPN Conflicts: In some setups, using a VPN can interfere with Five9’s real-time communication protocols, requiring network exceptions or split tunneling. Firewall and Proxy Settings: Organizations often need to whitelist specific domains and ports, which can be a hurdle during onboarding or when network policies change. 3. Software Updates and Downtime Automatic Updates: While Five9 regularly rolls out updates to improve functionality, these can sometimes introduce unexpected bugs or UI changes that affect workflows. Scheduled Maintenance: Cloud maintenance windows, although usually announced, can still impact operations if not properly communicated across time zones or shifts. 4. Limited Local Control Customization Constraints: Compared to on-premise solutions, cloud platforms like Five9 may offer less flexibility in terms of backend customization or integration with legacy systems. Troubleshooting Limitations: Since the infrastructure is managed by Five9, deep-dive troubleshooting often requires vendor support, which can delay resolution for complex issues. 5. User Experience and Training Learning Curve: New users may find the interface unintuitive at first, especially when navigating multiple tabs or handling blended queues. Frequent Reauthentication: Session timeouts and reauthentication prompts can interrupt workflows, particularly for agents working long shifts. Final Thoughts Despite these challenges, Five9 remains a powerful and reliable cloud contact center solution. Most of the issues mentioned are manageable with proper IT support, user training, and proactive system monitoring. The key is to set realistic expectations, provide clear documentation, and maintain open communication between IT, operations, and Five9 support. By understanding these limitations, organizations can better prepare their teams and infrastructure to maximize the benefits of cloud technology while minimizing disruptions. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Problems Five9 Is Solving for VCC Administrators Manual and Error-Prone Configuration Creating agents, queues, and call flows manually in legacy systems is time-consuming and prone to errors. Five9’s intuitive admin interface and scripting tools simplify configuration, reduce setup time, and minimize mistakes. Limited Customization of Call Logic Traditional platforms often restrict how you can design IVRs or call routing. Five9’s powerful IVR scripting engine lets you build dynamic, logic-based call flows tailored to business needs—whether it's skill-based routing, time-of-day logic, or CRM-integrated workflows. Troubleshooting Complexity Diagnosing call failures or agent issues can be difficult without centralized logs or real-time monitoring. Five9 provides real-time dashboards, call logs, and diagnostic tools that help you quickly identify and resolve issues—whether it's a script error, agent login problem, or call routing bug. Scalability Challenges Adding agents or modifying call flows in legacy systems often requires downtime or IT intervention. With Five9, you can scale agent pools, update scripts, and deploy changes instantly—all from the cloud-based admin portal. Lack of Integration Many platforms don’t integrate well with CRMs or ticketing systems. Five9 supports native integrations and API access, allowing you to script interactions that pull/push data to Salesforce, ServiceNow, or other platforms—streamlining workflows for agents and support teams. As someone who manages the backend of Five9: Gain control and flexibility to build and maintain intelligent call flows without relying on external developers. Troubleshooting is faster and more transparent, thanks to centralized logs and real-time monitoring tools. Agent onboarding is smoother, with easy creation and assignment of roles, skills, and permissions. Can automate repetitive tasks, like call disposition handling or post-call surveys, using scripts and workflows. Empowered to support business agility, deploying changes quickly in response to operational needs or campaign shifts. ### 20. Excellent Product, that does what it says. **Rating:** 5.0/5.0 stars **Reviewed by:** Paul J. | Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** VCC programming is easy to navigate to make changes. The platform overall is user friendly, it has a broad spectrum of functions, with Voice, Email, Chat and can provide scripting to many platforms and API's which is great. The Agent Desktop is easy to understand and work upon. Also the support given is 1st class, many of the staff are friendly, knowledgable and will go out of their way to get an answer if its unknown. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The Scripts and Variables are a mind field and could be better. Also not liking the reporting, there are too many tick boxes. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five 9 helps us solve many of the constraints of a traditional PBX ### 21. Effortless Setup and User-Friendly Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Kendra B. **Reviewed Date:** February 11, 2026 **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. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** There are a lot of options, I'll say. **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 and update my status. It solves the problem of quickly notifying supervisors about computer or software issues. ### 22. Faster Dialing, More Opportunities **Rating:** 4.0/5.0 stars **Reviewed by:** Julia . | Insurance Broker, Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2026 **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. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I don't like not being able to get the client info back. **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 prospecting. It offers faster dialing and less wait time between calls, leading to more opportunities and sales. ### 23. Easy, Seamless Customer Contact Routing and Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 makes routing and managing customer contacts easy, effective, and seamless. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** There are no major downsides to the platform. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 makes it easy to segment and queue customer contacts, along with other workflows, so the team can work more efficiently. ### 24. Great Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2025 **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. **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. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** We have multiple clients each having their own toll free, and this streamlines the data and we can easily report on who is calling what line. It also lets us add certain agents to certain clients. ### 25. Five9 Review as a business user **Rating:** 5.0/5.0 stars **Reviewed by:** Marvin C. | IT Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2025 **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. **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. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** reporting is awesome ### 26. Great for Patient Calls and Texts, but Dropped Calls Hurt Reliability **Rating:** 2.5/5.0 stars **Reviewed by:** Amber S. | Care Navigator, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** You can send communicate with patients through calls or text. **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 **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Active communication with patients. ### 27. Excellent service **Rating:** 5.0/5.0 stars **Reviewed by:** Emily S. | Vice President Public Relations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **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 **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Nothing comes to mind to change. I like the service and platform **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I've had issues but I reached out for help and they were resolved quickly ### 28. I love five 9 **Rating:** 4.0/5.0 stars **Reviewed by:** Helupe-fotunoa K. | Regional crisis worker, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2025 **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. **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. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It’s the problem of staying connected in calls and also giving me a list of copies contacts so I would have to keep signing in and out to help it and it’s time consuming ### 29. A Huge Help for Saving Records and Accounts **Rating:** 4.5/5.0 stars **Reviewed by:** Amy S. | Activations agent, Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Helped so much with saving records and accounts **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Connection was not as quick as I expected it to be **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Increasing client contact ### 30. User-Friendly and Efficient—A Smooth Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Fernando (Fendi) C. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** the software is user friendly and efficient **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** nothing. the software is efficient and user friendly **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** it freezes at time. other than that is the only feedback i can provide ### 31. Intuitive Setup and Exceptional Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Seline W. **Reviewed Date:** December 11, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I use Five9 Intelligent Cloud Contact Center Platform at work as my primary source to contact customers. I like how intuitive the program is to use; it's very easy to learn and navigate on a daily basis. Customer service is amazing, immediately working diligently to solve any issues that occur. The initial setup was very easy, and I'm highly satisfied with the performance. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I really like the program! **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I use Five9 Intelligent Cloud Contact Center Platform at work as a primary source to contact customers, improving ease of communication. ### 32. Unreliable connection - loss of many days of work **Rating:** 0.0/5.0 stars **Reviewed by:** Monika Agata G. | Data Analyst, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The admin app is good when it works. Youre able to customize a lot without having a developer running too much code. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I use five9 every day, all day. The stability of calls has dropped over the last few years. I have used five9 for over 15 years and it has declined significantly. No customer service aside from basic responses, their servers are down consistently without warning, without any updates or alerts. If you need a stable call connection, i would never recommend five9 **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 solves manual dialing the number, you can call from a list or many lists ### 33. Everything in One Place for Fast, Easy Workflow Navigation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Everything is in one place, which makes it easy to find what I need and access it quickly. Easy to navigate my work flow during calls. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Calls drop periodically, and sometimes it can take forever to load back up afterward. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I was struggling to keep track of call times and wrap, but now it’s much easier. ### 34. Great VoIP solution! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Professional Training & Coaching | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The platform integrates well into Salesforce, which is precisely what we needed! While there is no native mobile application, you can independently access the dialer from the website and not rely on logging into Salesforce for basic call creation. It is easy for our sales force to use it daily. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The learning curve for the setup is HUGE. It takes a lot of hours watching the training and working with support to get everything set up correctly. Support will guide you through some things, but customization is beyond their purview, and a dedicated account manager is required, which is, of course, an additional cost. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** We needed a platform that implemented directly into Salesforce, and Five9 delivers! It allows for reporting, call routing, and even SMS delivery right from within it. ### 35. Five9 Review: A Powerful Contact Center Solution with Room to Grow **Rating:** 4.5/5.0 stars **Reviewed by:** Kim C. | Operations Admin, Leisure, Travel & Tourism, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The customer support is beyond exceptional. The training is very thorough and I have never had them say no to any request I have had. It is very easy for the agents to use and provides a large library of report templates at your disposal. Five9 does so much and you can literally go as big as you want with them. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The downside...let me think - I guess I would like a little more customization options to brand it. Some reporting templates and dashboard views feel rigid, and it’s not always easy to get the exact data presentation we need. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Keeping all information in one place, integrating with our CRM, working remote. Gives us multiple channels of communication with our customer base. ### 36. Stable, Reliable, Connectable **Rating:** 4.5/5.0 stars **Reviewed by:** Craig H. | VP of Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 offers a robust and proven solution, with all the new features needed added on top of that. It is reliable, the team is fantastic and it has all the connectivity required to integrate with external solutions. Agents find it easy to use. Customer Support is helpful and very quick to respond. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Campaign management and the mix of legacy and new UI do make things tricky at times, but many online resources and the continued evolution of the new UI solve for this. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 makes it easy for us to expand our Contact Center outside of a physical building and into remote areas, enabling everyone on a single system to be managed from one place but spread anywhere. ### 37. Call Clarity and Conference Call Management Need Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Elias B. | Senior Tech Support, Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** You are able to use the numeric key pad when calling automated voice systems. **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 **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Our company no longer used Five9. I am not certain on the reason for the switch, but the new service seems to have AI integrations that are compatible with our existing CRM. ### 38. Easy Support Through the Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Keronique D. | Call Center Rep, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The Contact Center was a fast and easy platform to get support from one of the techs to get help with systems issue. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I didn't have a issue with the platform. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The platform was able to assist me with my audio issues and I was able to communicate with my patients. ### 39. Outstanding Experience from Start to Finish **Rating:** 5.0/5.0 stars **Reviewed by:** Derek N. | Health Insurance Broker, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Very user friendly and very easy to learn, I use it everyday for work. Very easy to transfer my clients to my customer care team! **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Nothing bad about Five9 its worked perfectly for me after using it for a very long time! **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** When talking to a client sometimes they cannot hear my voice as clearly and I use the volume tool in five9 for my mic to turn up the volume and it always solves the problem! ### 40. Great Call Transcripts, but Freezes and Launch Errors Hurt Reliability **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I like the transcript provided with the calls. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It freezes sometimes and when I try to launch it I get an error occassionally. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I like the transcript it provides and is generally easy to use for calls and monitoring. ### 41. Five9 Contact Center software - good value for what you get **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Support for the platform is quick and helpful. When issues arise or help is required with configuration, Five9 support is prompt and knowledgeable, with a real person handling the support ticket. Most issues we have encountered are resolved within a few hours and the individuals handling the ticket are on-the-ball with following up. The value proposition for the service is good compared to other CCaaS platforms we've used but you get what you pay for. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** The Five9 admin tool is stuck in the 2010s - it's Java-based. Five9 is a modern platform yet they force their customers to administer the platform using an outdated software tool. Feature additions and updates are few and far between - if you are looking for the latest and greatest, look elsewhere. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 functions well as a bare-bones, low-cost option for CCaaS. We ultimately don't need all the bells and whistles such as AI agents so the platform works well for us. ### 42. Great but not perfect **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I have been in the contact center industry at a senior level for over 15 years. I have worked with at least 5 other systems during this time. Overall, five 9 is one of the best. Five 9 excels in end-user simplicity. It is very easy for agents to use. Also, the system is highly customizable. The system is also robust for outbound dialing. They also have a good knowledge base. Reporting is also better than most system and can be automated. Five 9 also has a lot of integrations including Salesforce, MS teams, and other common applications. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Although the system is highly customizable, it is not as intuitive as other platforms. Small changes are not always obvious. Customer support has gotten worse over time. They used to help you with everything. Now they only assist with break-fix issues. Also, they really nickel and dime you to death. Also, you can not prevent your end users for only being ready for certain types of interactions. For example they can be ready for voicemails only and not phone calls. Please fix this ASAP. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The system helps streamline operations for multiple departments regardless of where they are located. ### 43. Robust Call Center Solution with Seamless Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Leslie O. | benefit couselor, Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** I appreciate Five9 Intelligent Cloud Contact Center Platform's versatility, allowing us to perform various tasks like running reports, setting up auto dials, and receiving instant messages. The platform's seamless setup process made it easy for my manager and me to get started. I find the reporting features extremely beneficial in reviewing both organizational and client activities efficiently. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I find the history available under our notes to be limited, which sometimes restricts my ability to review past interactions comprehensively. It would be helpful if I could see the full history for follow-up calls and related activities. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I find the platform enhances efficiency by allowing us to run detailed reports and track user activities, while flexible options meet our business needs. ### 44. Five9 Cloud Contact Center Platform- Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Chad S. | University Director of Admissions, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** What I like best about the Five9 Intelligent Cloud Contact Center Platform is its powerful combination of reliability, flexibility, and intelligent automation. The AI-driven features like predictive dialing, real-time speech analytics, and intelligent virtual agents significantly boost agent productivity while enhancing the customer experience. I also appreciate how seamlessly it integrates with major CRMs, allowing our team to deliver personalized service at scale. Plus, the cloud-based infrastructure ensures we can operate securely and efficiently from anywhere." **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** While Five9 offers a robust and feature-rich platform, one area for improvement is the user interface—it can feel somewhat dated and unintuitive for new users, requiring additional training time. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Five9 helps us efficiently manage high volumes of inquiries from adult learners, especially around admissions, financial aid, and student support. Its intelligent routing and automation reduce wait times and improve responsiveness, allowing our team to deliver faster, more personalized service. ### 45. Seamless Integration Improvements Make a Difference **Rating:** 4.0/5.0 stars **Reviewed by:** Juan G. | Intake coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** It integrates better now than before it generally works well **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** It has Frozen many times In the past with integrated with Salesforce **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It does make it easier to log calls ### 46. A rewarding and fulfilling experience **Rating:** 5.0/5.0 stars **Reviewed by:** Luis M. | Dialer Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** The most helpful thing about Five9 is that they have had a solution for each of our needs. Together with the support team, the TAM and the Account Manager, they add value to the product. They care about providing us with a solution. With the right background in technology, learn about its various products, makes it easier. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Nothing. My last point has been overshadowed by the good product documentation on their website. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** The automation of answering campaigns (IVR's) is one of the main needs to provide a quality and prompt service to our clients, bringing automated service without the need to interact with agents and to have a well balance call management with contact centers. Internally, the automation of recurring tasks such as the complete management of dialing lists, campaign management, interaction with other company systems in real time is a plus, leaving us more time fr analysis and decision making. ### 47. Effective Contact Center Management, But Room for Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Gokul S. | Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** We use the Five9 Intelligent Cloud Contact Center Platform to manage inbound and outbound customer interactions and support our overall contact center operations. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Some features can feel limited without customization, and certain workflows require workarounds instead of being supported natively **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** It helps streamline inbound and outbound communications, ensures calls reach the right agents, and provides reporting tools that support better operational decisions ### 48. The best, more advanced and most flexible Cloud Contact Center software. **Rating:** 5.0/5.0 stars **Reviewed by:** zCruxis L. | Solutions Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2021 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 has recently added products for Work Force Management (WFM), Text analysing, advanced text to speech and speech to text capabilities that really make them pop-out from similar providers, as is it's Five9 ability to integrate, to other systems, as well as keeping on time with different options for SSO. **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** If I had to pick anything, it would be to make reports with calls data and recording, to last longer. **Recommendations to others considering Five9 Intelligent Cloud Contact Center Platform:** Take a look, ask for a demo, it's meet your needs and it's scale with you from any point, to any point. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** Everything related to integrations on and IVR/IVA level to provide better self-service support. ### 49. Reliable and User-Friendly with Few Areas to Improve **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2025 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** Five9 is extremely user-friendly, with an intuitive interface for both agents and administrators. It doesn’t require extensive training to get started. Five9’s support team is responsive and helpful, ensuring any issues are resolved quickly **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** Sometimes there are minor glitches or connectivity issues that disrupt operations temporarily. The reporting tools are powerful but could use more flexibility in customizing and exporting data. **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** With features like the predictive dialer and automatic call distribution, Five9 minimizes agent idle time and ensures that agents spend more time engaging with customers. This has boosted our team’s productivity and allowed us to handle higher call volumes effectively. ### 50. Five9: The Easiest, Most Solid Softphone I’ve Used **Rating:** 4.5/5.0 stars **Reviewed by:** Shemese V. | nurse care navigator, Enterprise (> 1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about Five9 Intelligent Cloud Contact Center Platform?** five9 is the easiest softphone service I have ever worked with **What do you dislike about Five9 Intelligent Cloud Contact Center Platform?** I have had no issues with five9, the program is solid **What problems is Five9 Intelligent Cloud Contact Center Platform solving and how is that benefiting you?** I love the fact that I don't have to actually pick up a phone ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-29+11%3A19%3A04+-0500&secure%5Bsession_id%5D=a5a900de-bc9c-4914-8be1-c82f4fc7603c&secure%5Btoken%5D=668eb247bad899b73331903cde794ba55a94802758ce4db87834e6c32848fa84&format=llm_user) ## Five9 Intelligent Cloud Contact Center Platform Integrations - [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) - 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[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 (1,468 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,453 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)