--- title: "Five9 Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Five9 Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/132405/Five9/" page_type: "product" language: "en" publication_date: "2026-11-09" --- # Five9 Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 9, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Five9 ## What is Five9? Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9. ## What is Five9 used for? [Call Center](https://www.capterra.com/call-center-software/)[Call Recording](https://www.capterra.com/call-recording-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 519 user reviews Reviews sentiment Positive 83% Neutral 12% Negative 5% Pros & cons Versatile call center solution Accessible training and onboarding Frequent technical disruptions Limited call management controls Starting price $119 Other, Per Month Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... - Predictive Dialer / 2026 - VoIP / 2026 - Auto Dialer / 2025 - Call Center / 2025 - Call Recording / 2025 - Contact Center / 2025 - Customer Experience / 2025 - Telephony / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Five9?[Manage this product listing](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Five9 4.2 (487) VS. [4.7 (893)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting Price $119 Other, Per Month Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (481) Ease Of Use 4.8 (893) Value For Money 4.0 (256) Value For Money 4.5 (803) Customer Service 4.3 (410) Customer Service 4.6 (824) ## Five9 alternatives Highest Rated [4.8 (338)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (145)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $239.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/132405/Five9/alternatives/) ## FAQs about Five9 Overview ### What problems does Five9 solve? Five9 solves high-volume inbound and outbound call management problems by automating dialing, routing calls, and organizing campaigns, contact lists, recordings, and customer interactions. Contact center managers, sales teams, customer support leaders, and remote agents use its reporting, monitoring, and coaching tools to track KPIs, improve agent performance, and maintain coverage across distributed teams. Answer based on 255 reviews Overview ### Which roles and teams benefit most from Five9? Five9 is most used by contact center managers, supervisors, and customer service teams handling inbound support, call routing, and agent performance. Sales managers and account executives use it to manage outbound calling and follow-up activity, while operations leaders, IT specialists, and executives oversee service levels, reporting, and system administration. Answer based on 448 reviews Overview ### What company size and industries is Five9 built for? Five9 serves small businesses, which represent 51% of reviewers, and consumer services, its top industry at 10%. It also targets healthcare, financial services, retail, higher education, government, sales and telemarketing, customer service, outsourcing, collections, mid-market, enterprise, and supervisory teams. Financial services and telecommunications each account for 8% of reviewers. Answer based on 487 reviews Features and Usability ### What are the key features of Five9? Five9 includes call recording, call logging, and call monitoring for reviewing customer interactions, supporting quality evaluations, and coaching agents. Automatic call distribution and call routing direct inbound calls across queues and departments, while computer telephony integration connects calling workflows with CRM and service systems. Reporting and analytics track KPIs and interaction history. Answer based on 35 reviews Pricing ### How much does it cost and what fees or limitations are included? Five9 offers Digital at $119 per month, with Core at 159 per month; Premium, Optimum, and Ultimate have no listed prices. Digital is digital-only, while Core is voice-only. Reviewers describe flexible monthly user scaling, but cite high per-user costs, unclear charges, a three-seat minimum, and added DID-registration costs. Answer based on 52 reviews Integrations ### Which third-party tools and platforms does Five9 integrate with? Five9 integrates with 10 third-party tools, including CRM and service platforms such as Dynamics 365, Salesforce Sales Cloud, Salesforce Service Cloud, ServiceNow, Zendesk Suite, Freshdesk, SugarCRM, and Zoho CRM. It also connects with Microsoft Teams, NetSuite, Oracle Service, Nextiva, RingCX, Velocify, and Zoom Phone. Answer based on 40 reviews Getting Started and Support ### How easy is it to onboard and train a team on Five9? Five9 offers in-person training, live online sessions, webinars, and documentation for team onboarding. Reviewers report that agents, new hires, and other nontechnical users usually learn core calling tasks quickly after brief instruction. Administrators and back-office users need more time for configuration, reporting, and implementation, with ongoing training helpful for its broader feature set. Answer based on 46 reviews Getting Started and Support ### What customer support options does Five9 offer, and how do users rate the experience? Five9 offers email/help desk, a knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as responsive, knowledgeable, and helpful during setup and troubleshooting. However, experiences vary: some report slow responses, inconsistent technical expertise, difficult escalations, and limited communication during outages. Answer based on 138 reviews Security ### How does Five9 handle data security and access control? Five9 uses secure cloud-based infrastructure and is described as supporting HIPAA and PCI-DSS compliance. Users can secure configurations to meet Department of Corrections requirements, while call data tracking and clear audio recordings support accountability for confidential caller information. Reviewers also flag Java-based technology as obsolete and insecure, plus password expiration and reset inconveniences. Answer based on 15 reviews ## Who uses Five9? Based on Capterra reviews from the past 6 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Versatile call center solution 92% positive reviews out of 85 Most reviewers describe call center features as robust, supporting efficient operations, scalability, and centralized management. Freyxa M. Prequalification analyst, 5,001 - 10,000 employees. "It was really easy to be able to set up or start using as an employee this soft Word for phone calls, like transfer calls, warm, call cold transfer" Frequent technical disruptions 71% negative reviews out of 89 Most users report bugs and issues, citing crashes, outdated technology, and recurring technical problems impacting daily operations. Accessible training and onboarding 94% positive reviews out of 36 Most users report training and learning curve is manageable, with helpful resources and straightforward onboarding for new staff. Limited call management controls 36% negative reviews out of 70 Some users say call management lacks customization, with confusing reports, difficult transfers, and inadequate call handling options. Viviana P. TRAVEL AGENT, 11 - 50 employees. "I did not like when I use to get alot of Spam Calls through the system." Comprehensive outbound calling features 100% positive reviews out of 23 Reviewers appreciate outbound call capabilities, highlighting automation, high call volumes, and seamless remote agent support. Anonymous User Life Insurance Sales, 10,001+ employees. "Five9 is a dependable platform that supported the demanding call volumes required in an outbound life insurance sales environment." Unreliable call stability 81% negative reviews out of 32 Most reviewers indicate call drop is a major concern, with frequent disconnections, audio problems, and system outages. ## Features AI summary Based on 3,851 Call Center reviews Capterra data shows that buyers of call center software rank the following features as their top priorities: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**44%**) Five9 supports all three features that reviewers identify as most important: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses manage daily call operations, maintain accurate interaction records, and oversee agent performance, allowing teams to improve service quality and respond to customers more effectively. Call Center Management 4.5 (23) 86.96% of 23 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Logging 4.4 (43) 65.12% of 43 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.6 (39) 64.10% of 39 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.4 (60) 66.67% of 60 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 3.9 (20) 55.00% of 20 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Automatic Call Distribution 4.2 (33) 63.64% of 33 reviewers that rated this feature as important or highly important Distribute/route/connect calls Five9 112 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Agent Interface: Agents can view and manage all customer requests and interactions. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Auto-Dialer: System that automatically dials calls - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Automatic Outbound Dialer: Dials outbound calls automatically - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Disposition: Track and report on call outcomes - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scheduling: Schedule date and time for callbacks/follow-up calls or reminders - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transcription: Voice conversion to text - Call Transfer: Transfers live calls to other agents - Callback Scheduling: Schedules callback times - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Campaign Specific Caller ID: Control the name and number that appears on outbound caller ID - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Reward Programs: Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - FCC Compliance: Federal Communications Commission (FCC) compliance - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Transfer: Move files across different systems or networks - For Call Centers: Designed for call centers - For iPad Devices: Operate/access software on iPad Devices - FTC Compliance: Federal Trade Commission (FCC) compliance - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Integrations Management: Identify which applications need to exchange data and enable these data connections - Interaction Tracking: Track interaction history by documenting conversations for contacts - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - KPI Monitoring: Tracking the status of previously identified performance measurements - Labor Forecasting: Predict labor requirements based on past and present data/trends - Lead Distribution: Route and distribute your leads to third party buyers - Lead Generation: Manage the process of attracting and converting business prospects into leads - List Management: Manage contacts across multiple mailing lists - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multiple Scoring Models: Create multiple models or equations for generating scores - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Power Dialer: System automatically dials the next number on the contact list after the previous call ends - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Preview Dialer: System provides callee information to agent prior to the call to help determine whether or not to make the call - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Recording: Record live video calls to play later - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Scheduled Recording: Automatically record calls at predetermined times - Screen Recording: Record and save a video file of what is happening on a computer screen - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Text to Speech: Turns text into natural sounding speech - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Video Conferencing: Connect with meeting participants remotely over video - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Voice Mail: Computer-based system that allows users to send and receive voice messages - VoIP Connection: Place/receive calls through voice over IP connection - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.1 (364) 4.1 Based on 364 reviews ## Pricing Value for money 4.0 (256) [View pricing plan details](https://www.capterra.com/p/132405/Five9/pricing/) Digital $119.00 Other,Per Month It includes: - Digital-only - Chat - Email - SMS/MMS - Social Messaging - Blended Inbound/Outbound - Agent Desktop - Geo Redundancy - Recording - Full Platform - 24/7 World Class Support Core $159.00 Other,Per Month It includes: - Voice-only - Voice - Blended Inbound/Outbound - Agent Desktop - Geo Redundancy - Recording - Dialer - Full Platform - 24/7 World Class Support Premium Custom Quote Available It includes: - Chat - Boice - Email - Blended Inboun/Outbound - Agent Desktop - Geo Redundancy - Recording - Dialer - Essentials QM - Full Platform - 24/7 World Class Support Optimum Custom Quote Available It includes: - Chat - Voice - Email - Blended Inbound/Outbound - Agent Desktop - Geo Redundancy - Recording - Dialer - Enterprise QM - Enterprise WFM - Full Platform - 24/7 World Class Support Ultimate Custom Quote Available It includes: - Chat - Voice - Email - Blended Inbound/Outbound - Agent Desktop - Geo Redundancy - Recording - Dialer - Enterprise QM - Enterprise WFM - Interaction Analytics - Full Platform - 24/7 World Class Platform Value for money 4.0 (256) 4.0 Based on 256 reviews ## Integrations [ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[ Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ NetSuite](https://www.capterra.com/p/135757/NetSuite/)[ Nextiva](https://www.capterra.com/p/175788/Nextiva/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (410) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (410) 4.3 Based on 410 reviews ## User reviews Overall rating 4.2 Based on 519 reviews Filter by rating Counts reflect reviews available in this feed. 5(245) 4(184) 3(63) 2(17) 1(10) Mentioned topic Recent reviews first, then most helpful JG John G. Assistant Manager Used the software for: 1-3 years ### "Good service but ticketing process is not effiecient" 4.5 November 12, 2026 Our account representative, Brandon, is very helpful with issues and willing to look for solutions when we need it Pros The Administrative console is easy to use for loading files for our agents to call and the Supervisor dashboard helps me keep track of my team Cons We have recently had connection issues with being kicked out of the software in the middle of calls. It is very disruptive to our business DP Dorothy P. Member Service Manager Used the software for: 3-5 years ### "Secure Cloud-Based Calling with Peace of Mind" 4.5 November 10, 2026 better ability to monitor calls in queue Pros that it is cloud based, less chances to be hacked Cons at times it can shut down in the middle of a call Bobbi C. ### "One Call Hub, Accurate Reporting, and Responsive Support" 4.5 November 10, 2026 We can have all inbound and outbound calls come through one true source, which helps us get accurate reporting. Pros I like being able to reach out to anyone at Five9 and get quick resolutions when issues come up. I also like how easy it is to access reporting. I can use it to reconcile data from our CRM and Five9 and verify call count accuracy month to month. Having inbound and outbound calls for all our locations come through one source also helps us get accurate reporting. Cons There is nothing I would change at this point and time. Lakin M. Clinical Services Supervisor ### "Five9 Makes Call Monitoring and Coaching Easy for Remote Teams" 5.0 November 10, 2026 Five9 helps us manage a high volume of patient outreach while keeping our Clinical Case Managers organized, productive, and accountable. Because our team works across multiple states, time zones, and clinic locations, having one centralized platform to make and receive calls is extremely beneficial. One of the biggest challenges Five9 addresses for us is being able to monitor employee productivity and call activity without needing to be physically present. As a supervisor, I can track outbound call volume, review call recordings, monitor employee availability, and spot areas where additional training or coaching may be needed. For example, our team has daily goals of 55 outbound calls and 15 completed patient assessments, and Five9 makes it easier to evaluate call activity and see whether employees are consistently working toward those expectations. Pros What I like most about Five9 is how easy it is to manage and monitor our team’s day-to-day call activity. As a supervisor overseeing multiple Clinical Case Managers who work remotely with different clinics, it’s extremely helpful to be able to track outbound calls, monitor productivity, review call recordings, and evaluate individual performance. For instance, our team has daily goals for outbound calls and completed patient assessments, so reviewing call activity makes it easier to spot employees who may be struggling to meet expectations and to pinpoint where additional coaching is needed. Call recordings are especially valuable when we need to address patient complaints, review how employees communicate with patients, and confirm that our team is following the appropriate scripts and procedures. Cons One of the biggest challenges with Five9 is the occasional technical issue that can disrupt daily operations—for example, connectivity problems, audio glitches, or calls not working properly. Because our team relies heavily on Five9 to communicate with patients throughout the day, even small interruptions can affect productivity and make it harder to meet our daily call goals. From a management perspective, I also think some of the reporting and monitoring tools could be more user-friendly. The platform does provide valuable information, but navigating between reports and locating specific employee activity can take more time than it should. It would be helpful to have more customizable reporting options, along with a simpler way to view individual and team performance in real time. Don Daguno ### "This is a TEST Survey from TAM Donnil. Easy to Use and Seamless, but Costly to Implement" 5.0 November 10, 2026 I use Five9 Intelligent Cloud Contact Center Platform for customer contact relationships. Pros I find Five9 easy to use. I also like its time services for weekly meetings and making sure everything runs smoothly. The initial setup was okay and seamless. Cons I think the costs and implementation could be improved, and I’d like it to be cheaper. TC Timothy C. ### "Extensible Features and Quick Support, Despite Outages and Setup Hurdles" 3.0 November 9, 2026 I use Five9 Intelligent Cloud Contact Center Platform to structure incoming calls and get intelligent reporting. Pros I value that Five9 Intelligent Cloud Contact Center Platform allows for structured incoming calls with intelligent reporting. It works fine and has few issues, and I like that it’s extensible, with features and capabilities. I appreciate that the support team fixes issues competently without a lot of run-around. I can email a single support mailbox to request technical support, and responses are relatively quick. My technical account manager can also help quickly on an ad hoc basis. Cons I find Five9 has a lot of outages, and people joke online that it’s “nine fives” instead of “five nines.” Luckily, most outages haven’t affected my company. The virtual contact center programming is rather complicated to update because it has so many features. Our implementation was difficult and took several weeks, and Five9 struggled to dial in some of the features we hoped to have. Lucas G. Digital Experience Manager Used the software for: 1-3 years ### "Highly Customizable and Reliable, Though Some Data Accuracy Issues" 3.5 November 6, 2026 Previously, our calls were handled by the team in a round-robin style. That often meant calls went unanswered because people assumed someone else would pick them up. Now we use a more intricate system that lets us route calls to the right teams much more easily, and we can offer customers callback and voicemail options when the wait time is long. We didn’t have those features before. Pros I really like how customizable the platform is and how easily it can be tailored to fit our needs. Five9’s performance is also top-notch. In the two years we’ve been using it, we still haven’t experienced any performance issues. Cons Although Five9 captures a tremendous amount of data—most of it very useful—we’ve found that some of it can be inaccurate. I’ve found it frustrating to have to sort through those discrepancies and figure out what’s reliable. Lindsey B. Manager, Member Engagement Used the software for: 1-3 years ### "Five9 is awesome and we love our account manager Will!" 4.5 November 5, 2026 Ability to reach our clients and efficiently complete calls Pros Easy interface for users. Ability to integrate systems. Cons The texting feature could be improved, the ability to review more than one voicemail at a time and not just the one at the top Ronald G. IT Admin /Specialist Used the software for: 1-3 years ### "Incredibly Efficient Technical Account Manager at Five9" 4.5 November 5, 2026 Five9 is helping us keep our calls for multiple companies separate and routed to the correct agents. Pros Our technical account manager is what I like best about Five9. Any time we need to make a change, he handles it with incredible efficiency. Cons I dislike how the software is integrated. There are too many ways to get to different features. There should be 1 login page, then choose whether I want to log in as agent, admin or supervisor. When I choose supervisor, I should be able to access everything without opening another browser tab, log into admin and then get to another screen. Amara ### "Powerful Reporting, but a Steep Learning Curve" 5.0 November 5, 2026 I use Five9 to track agent and source performance. Pros I like that Five9 gives us a comprehensive view of when our agents are on the phones and lets me listen to and evaluate call performance. It helps us track agent and source performance, and I value the reporting for making our marketing efforts more effective and helping us train our ISC agents. Emily, our Five9 partner, is efficient and always responds in a timely manner. Five9 also works well with Balto. Cons Five9 is so large and not intuitive, and I find it difficult to navigate. I wish there were more visual reports, and that it didn’t require expert-level knowledge to get the most out of the tools. I’d also like step-by-step instructions and a less dated view of the data, with it always exported into an Excel sheet. [View all Reviews](https://www.capterra.com/p/132405/Five9/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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