--- title: "Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Five9 the right Call Center solution for you? Explore 487 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/132405/Five9/reviews/" page_type: "reviews" language: "en" publication_date: "2026-11-09" --- Five9 4.2 (519) [View alternatives](https://www.capterra.com/p/132405/Five9/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated November 9th, 2026 # Reviews of Five9 Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews JV Jordan V Life Insurance SalesInsurance, 10,001+ employeesUsed the software for: 1-2 years. “In my life insurance sales role, I spent a significant portion of my day making outbound calls, and Five9 helped streamline that process through features such as call queues, call recording, reporting, and automated dialing capabilities.“ June 7, 2026 NW Nicholas W Operations ManagerLegal Services, 51 - 200 employeesUsed the software for: 1-2 years. “Often times, certain area codes were unavailable to allow for matching with clients.“ June 23, 2026 JV Jordan V Life Insurance SalesInsurance, 10,001+ employeesUsed the software for: 1-2 years. “Five9 is a dependable platform that supported the demanding call volumes required in an outbound life insurance sales environment.“ June 7, 2026 AP Amitabh P Technical Support EngineerInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Automatic logout from the machines if you are not there for even 5 minutes.“ November 19, 2024 NW Nicholas W Operations ManagerLegal Services, 51 - 200 employeesUsed the software for: 1-2 years. “The platform is reliable and offers enough features that if a strategy is built out and tested, it can run without cause for concern.“ June 23, 2026 VP Viviana P TRAVEL AGENTHospitality, 11 - 50 employeesUsed the software for: 1-2 years. “I did not like when I use to get alot of Spam Calls through the system.“ October 24, 2025 VP Viviana P TRAVEL AGENTHospitality, 11 - 50 employeesUsed the software for: 1-2 years. “I liked that I was able to keep track of calls and have the ability to multitask between calls like conferencing a call instead of having to contact the person back.“ October 24, 2025 MG Monika G ManagerLaw Practice, 51 - 200 employeesUsed the software for: More than 2 years. “You lose a lot of business and end up paying employees to wait for them to fix it“ September 4, 2025 ## Showing most helpful reviews Showing 1-25 of 519 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JG John G. Assistant Manager Used the software for: 1-3 years ### "Good service but ticketing process is not effiecient" November 12, 2026 4.5 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 Review Source DP Dorothy P. Member Service Manager Used the software for: 3-5 years ### "Secure Cloud-Based Calling with Peace of Mind" November 10, 2026 4.5 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 Switched from [AT&T Contact Center](https://www.capterra.com/p/245399/ATT-Contact-Center/) we were hacked Review Source Bobbi C. ### "One Call Hub, Accurate Reporting, and Responsive Support" November 10, 2026 4.5 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. Review Source Lakin M. Clinical Services Supervisor ### "Five9 Makes Call Monitoring and Coaching Easy for Remote Teams" November 10, 2026 5.0 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. Review Source Don Daguno ### "This is a TEST Survey from TAM Donnil. Easy to Use and Seamless, but Costly to Implement" November 10, 2026 5.0 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. Review Source TC Timothy C. ### "Extensible Features and Quick Support, Despite Outages and Setup Hurdles" November 9, 2026 3.0 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. Review Source Lucas G. Digital Experience Manager Used the software for: 1-3 years ### "Highly Customizable and Reliable, Though Some Data Accuracy Issues" November 6, 2026 3.5 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. Switched from Lack of customization and scaling options. Review Source Lindsey B. Manager, Member Engagement Used the software for: 1-3 years ### "Five9 is awesome and we love our account manager Will!" November 5, 2026 4.5 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 Review Source Ronald G. IT Admin /Specialist Used the software for: 1-3 years ### "Incredibly Efficient Technical Account Manager at Five9" November 5, 2026 4.5 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. Switched from [3CX](https://www.capterra.com/p/158704/3CX/) routing of calls is more reliable Alternatives considered [3CX](https://www.capterra.com/p/158704/3CX/) Reasons for choosing Five9 Routing calls and keeping them separate Review Source Amara ### "Powerful Reporting, but a Steep Learning Curve" November 5, 2026 5.0 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. Review Source Verified Reviewer 5.0 November 11, 2026 AI summary based on a full review Five9 offers a comprehensive solution for omnichannel communication at a reasonable price, making it easy to manage various interactions from one platform. Although the support is exceptional, there are rare instances of audio glitches that can disrupt communication. Log in to unlock the full review, detailed ratings, and pros & cons Director of Admissions Used the software for: 1-3 years 5.0 November 10, 2026 AI summary based on a full review The outstanding support from the Five9 representative greatly enhances the user experience. On the downside, the supervisor platform's lack of real-time updates can hinder effective monitoring of remote departments. Log in to unlock the full review, detailed ratings, and pros & cons Supervisor Used the software for: 5+ years 5.0 November 10, 2026 AI summary based on a full review Using Five9 leads to improved efficiency in managing customer calls and interactions, which enhances service quality. There are no notable drawbacks mentioned in the review. Log in to unlock the full review, detailed ratings, and pros & cons Customer Service Manager Used the software for: 3-5 years 5.0 November 10, 2026 AI summary based on a full review Five9 provides exceptional support and a user-friendly interface that makes managing calls straightforward. The reviewer has not encountered any issues with the program, highlighting its overall effectiveness. Log in to unlock the full review, detailed ratings, and pros & cons Tax Analyst Supervisor Used the software for: 1-3 years 5.0 November 10, 2026 AI summary based on a full review Five9 simplifies the onboarding process, enabling team members to qualify and progress without unnecessary steps. Despite its strengths, users may experience occasional call glitches during simultaneous calls. Log in to unlock the full review, detailed ratings, and pros & cons Verified Reviewer 4.5 November 10, 2026 AI summary based on a full review Five9's user-friendly interface and strong reporting features enable effective tracking of leads and agent performance. The initial setup is straightforward, but accessing the supervisor dashboard on mobile devices can be challenging. Log in to unlock the full review, detailed ratings, and pros & cons QA 4.5 November 10, 2026 AI summary based on a full review This product is beneficial for increasing agent efficiency, enabling users to do more with fewer resources. While there are no significant drawbacks mentioned, the ease of use and strong support are highlighted as key advantages. Log in to unlock the full review, detailed ratings, and pros & cons Verified Reviewer 5.0 November 9, 2026 AI summary based on a full review The ability to monitor calls and staff attendance greatly improves call queue management, making it easier to supervise operations. Despite these advantages, there are difficulties in getting the AI functionality to work effectively, which seems to stem from internal challenges. Log in to unlock the full review, detailed ratings, and pros & cons Training Associate Used the software for: 1-3 years 5.0 November 9, 2026 AI summary based on a full review The platform provides a smooth onboarding experience and a user-friendly interface, which many users appreciate. Nonetheless, there are limitations regarding headset compatibility, as issues arise even with compliant devices. Log in to unlock the full review, detailed ratings, and pros & cons Director of Community Experience and Engagement Used the software for: 1-3 years 5.0 November 6, 2026 AI summary based on a full review Five9 streamlines customer interactions across multiple channels, allowing for effective monitoring of service levels and agent performance. A noted limitation is the need for a more intuitive user experience, particularly in customizing reports and dashboards. Log in to unlock the full review, detailed ratings, and pros & cons Sr. Customer Service Manager Used the software for: 5+ years 5.0 November 6, 2026 AI summary based on a full review Five9 provides a centralized solution that addresses various operational challenges in customer service, leading to improved visibility and efficiency. The workforce management component, however, may not be fully reliable at this stage. Log in to unlock the full review, detailed ratings, and pros & cons Client Services/Retention MGR Used the software for: 3-5 years 4.5 November 6, 2026 AI summary based on a full review This solution improves the management of inbound calls by enabling effective segmentation and directing callers based on their needs. While the reviewer did not identify any issues, the overall satisfaction with the product is evident. Log in to unlock the full review, detailed ratings, and pros & cons Director of Operations Used the software for: Less than 1 year 5.0 November 6, 2026 AI summary based on a full review This telephony solution is easy to navigate and has a responsive support team, which enhances the overall experience. However, the supervisor module presents some difficulties in understanding. Log in to unlock the full review, detailed ratings, and pros & cons Senior agent Used the software for: 5+ years 5.0 November 6, 2026 AI summary based on a full review Five9's platform streamlines customer interactions by centralizing call handling and routing, which helps agents resolve issues more quickly. The absence of any drawbacks enhances its appeal as a reliable solution for call management. Log in to unlock the full review, detailed ratings, and pros & cons Customer Service Supervisor Used the software for: 1-3 years 5.0 November 6, 2026 AI summary based on a full review This tool significantly improves the efficiency of managing calls and tracking performance, allowing for better oversight of team productivity. However, users might encounter occasional technical glitches and navigation challenges. 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