Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

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.

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 I like most about Five9 is how reliable and scalable it is for handling high call volumes. The platform makes it easy for agents to manage inbound and outbound calls while giving supervisors strong visibility through call monitoring, recordings, and reporting. Being cloud-based also allows teams to work remotely without losing functionality, which has been very helpful for day-to-day operations. Review collected by and hosted on G2.com.

One downside of Five9 is that there can be a learning curve for new users, especially when it comes to advanced features and configurations. Some settings are not very intuitive at first and may require additional training or documentation. However, once users are familiar with the platform, it works smoothly. Review collected by and hosted on G2.com.

Five9 has been a reliable and efficient platform that makes call handling and customer communication much easier. The intelligent call routing, and CRM integrations help ensure customers are connected quickly to the right person, while agents have everything they need in one place. The real-time reporting and automation tools also provide great insight and improve overall productivity, making Five9 a strong solution for both agents and leadership. Review collected by and hosted on G2.com.

While I find Five9 to be a powerful platform, there are a few areas that could be improved. Some features feel complex and take time to learn, especially without hands-on training. I’ve also noticed that certain integrations and advanced tools require extra setup and troubleshooting. At times, the interface feels a bit dated compared to newer platforms, and the cost can add up depending on the features needed. Overall, it’s a strong system, but it does have a learning curve and room for refinement. Review collected by and hosted on G2.com.

One of the things I like most is how many different dialing options there are—and the fact that you can customize pretty much all of them to fit whatever you need. It makes running different campaigns a lot easier.

The dashboard is also super easy to read. Being able to watch and listen to live agent calls in real time has been really helpful for coaching and keeping an eye on things. It’s pretty straightforward, even for people who aren’t super techy. Review collected by and hosted on G2.com.

We’ve run into some inaccurate call tracking here and there, which can make reporting a bit confusing. And sometimes the dialing can be a little slow, which definitely affects productivity on busy days. Review collected by and hosted on G2.com.

Based on my experience, I really like the iVe9 Intelligent Cloud Contact Center Platform for handling inbound and outbound calls. It is easy to navigate, and I find it very helpful for monitoring my teams in real time. Review collected by and hosted on G2.com.

When running a report, sometimes setting it up can be a bit complicated, especially when customizing data or building my own custom report. Sometimes it takes time to get my results during peak hours. But overall, the system works fine once you get used to it. Review collected by and hosted on G2.com.

I really like the speed at which we can contact our customers once they submit a lead using Five9 Intelligent Cloud Contact Center Platform. There's no wait time after entering a lead; it starts calling immediately and keeps track of how many times we've attempted to reach the customer throughout the day. As a supervisor, I appreciate being able to assist my setters live and take over calls if needed, resolving issues quickly without doing a callback. Our team benefits from increased speed to lead time with no need for lists to call from, just quick calling once the lead is added. Review collected by and hosted on G2.com.

While I do love Five9 Intelligent Cloud Contact Center Platform, I would love to see an improvement with the callback feature to make it easier and quicker to schedule. I also would love to be able to search for a phone call by phone number without having to search a specific rep. I would love a search feature that would allow me to type in the phone number and search all reps and pull up all calls to that one specific number. Review collected by and hosted on G2.com.

What I like best about Five9 is its intuitive and user-friendly interface, which makes it easy for agents—even those less comfortable with technology—to navigate. The supervisor dashboards are invaluable for real-time monitoring, and the customizable widgets allow each supervisor to tailor their view to their specific needs. With their robust reporting capabilities—you can find virtually any data point you’re looking for, which makes performance tracking and decision-making much easier. From an administrator perspective, I especially appreciate the ability to configure campaigns with ease. In addition, Five9’s support team is highly responsive and provides detailed technical guidance when needed. The Five9 Knowledge Base and University are also excellent resources, offering articles and training that help expand product knowledge and drive adoption. Review collected by and hosted on G2.com.

The main drawback I’ve experienced is the requirement for Java in the administrator view. However, since this functionality is actively migrating to the web version, this limitation is already being addressed and is on its way to being fully resolved. Review collected by and hosted on G2.com.

I really like the flexibility and customizability of Five9 Intelligent Cloud Contact Center Platform, which allows me to modify our call routing as I need, when I need. I also appreciate the TAM services that provide me with a business advocate to help offer solutions to problems I might face. Review collected by and hosted on G2.com.

I need more options to split the tenant for multiple lines of business. Currently, they can all kind of run together and get messy. Review collected by and hosted on G2.com.

Nowadays the integration of IVA and DVA in customer operations is having a big impact due to AI technology. That's why Five9 offers the posibility to automate process that before they were an agent work day to day. Doing use of AI engines, such as Copilot, OpenAI and data stores or acknowledgment, it improve the efficiency and agiliza the CX due to the response is in real time consulting the data immediately and giving a CX efective and of first level. Our customer is glad, because of them reducing time attention and increasing your SLA, lees cost and is having a cutting-edge AI solution. Review collected by and hosted on G2.com.

At the moment, I have a very good experince using IVA and DVA Five9 solution. Review collected by and hosted on G2.com.

The integration is especially convenient for our associates, many of whom work remotely using their own hardware setups. By streamlining access and ensuring compatibility across various personal devices, it minimizes technical barriers and enhances productivity. This flexibility not only supports a more efficient remote work environment but also reduces the need for additional IT resources or hardware provisioning. Review collected by and hosted on G2.com.

While the Salesforce integration with Five9 offers valuable functionality, there are some recurring technical hiccups that impact the user experience. Many of our associates regularly encounter issues when attempting to launch the Five9 integrated softphone app within Salesforce. Common problems include persistent acknowledgement notices that fail to close, effectively blocking the login process, as well as error messages indicating that required components—such as the Five9 Chrome extension or the desktop adapter—are missing, even when they are already installed. These disruptions, although typically brief, can cause frustrating delays and negatively affect workflow efficiency, especially for remote associates who rely on a smooth and reliable login process to begin their workday. Review collected by and hosted on G2.com.