# Five9 Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Five9 the right Call Center solution for you? Explore 483 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132405/Five9/reviews --- Five9 4.2 (483) [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 March 13th, 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 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 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 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 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 KW Kellie W ManagerHospital & Health Care, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Frequent software crashes and login issues“ August 18, 2025 Dionne Joy M Service Hub RepresentativeHigher Education, 501 - 1,000 employeesUsed the software for: More than 2 years. “Five9 provide great service for inbound and outbound communication between customer and client.“ December 24, 2025 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 ## Showing most helpful reviews Showing 1-25 of 483 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrey S. Software Engineering Director Banking Used the software for: 6-12 months ### "Five9 - One-Stop CCaaS Call Center Platform" January 25, 2024 5.0 Overall a great experience, multiple critical call center functions bundled into one easy to use, user friendly platform Pros I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics Cons It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Got a better deal on pricing and UI/UX looked better Review Source WJH Wei Jie H. Voice Infra Architect Hospital & Health Care Used the software for: 2+ years ### "Cloud Contact Center Solution for Ever Changing Business Need" June 15, 2022 4.0 Ease of deployment and expansion based on ever changing business need. Pros Flexibility to expand and downsize the capacity Cons Lack of Coverage and Support in certain region and countries outside US. Alternatives considered [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Reason for choosing Five9 Cloud Solution Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Global Strategy to reduce footprint for on-premise solution Review Source SB Shahriar B. Call center manager Food & Beverages Used the software for: Less than 6 months ### "Junk software " March 27, 2025 1.0 For last few moths that our company got this service, almost 12 different defects. Pros Nothing to like about system with too many prolems. Cons Not friendly and too many defects with unusual operations. Switched from [Marketing 360](https://www.capterra.com/p/148516/Marketing-360/) Finished backup service for softeware used by TELUS Review Source WW Wil W. CIO Financial Services Used the software for: 1-2 years ### "Too big to keep up" January 12, 2023 4.0 A stable relationship ended when other outbound dialer solutions specialized in that area became too much to pass over. We switched to Convoso and have been very happy. Pros Five9s platform was very dependable. The support teams were top-notch. Cons We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface. Reason for choosing Five9 Industry ranking and dependability. Switched from [Ytel](https://www.capterra.com/p/123451/X5-Cloud-Contact-Center/) We were looking for a more dependable platform at the time. Review Source FM Farah M. Sr. Manager Consumer Services Used the software for: 2+ years ### "Five9 - for me it’s rating at 9" June 30, 2021 5.0 Amazing experience as an agent Supervisor desktop is great for real-time monitoring As an admin it’s straight forward and easy to setup Pros Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor Cons Wallboard feature to share data as a link is required New Integrations with newer brands are required customizations take longer to build Alternatives considered [ZIWO](https://www.capterra.com/p/171265/ZIWO/) Reason for choosing Five9 Standards of operations Security Service Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)[Webex Suite](https://www.capterra.com/p/237272/Webex/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Cloud contact center solutions are better in five9 Review Source KA Kimberly A. Independent contractor Fund-Raising Used the software for: Less than 6 months ### "Easy to use" August 24, 2021 3.0 I really enjoyed the simplicity of use. I think once the bugs are worked out it will be a fantastic software. Pros The concept that you get the calls automatically and it keeps track of every call and time on the calls. Cons even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls. Switched from [LiveOps](https://www.capterra.com/p/124415/LiveOps/) I'm an independent contractor and I use what the company I'm contracted to uses. usually they use liveops. Review Source KC Kimber C. Management Consumer Services Used the software for: 1-2 years ### "If you want the best..." October 1, 2019 5.0 The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too. Pros After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch. Cons The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Nice didn't function properly with issues from lead management, to user functionality. Review Source Response from Five9 October 14, 2019 Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service. Best Regards, Cindy Seto Customer Advocacy Manager Cora D. Customer Care Representative Health, Wellness and Fitness Used the software for: Less than 6 months ### "Easy to use but Crashes Constantly" February 21, 2020 2.0 Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down. Pros The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle. Cons The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system. Switched from [Truly](https://www.capterra.com/p/175739/Truly/) Truly was harder to use for our agents but was more reliable. Review Source Response from Five9 February 25, 2020 Hi Cora, thank you for sharing your feedback. I've notified your enterprise sales director and he should be reaching out to you shortly to see if he can assist. AP Amaury P. IT MAnager Staffing and Recruiting Used the software for: 6-12 months ### "Thumbs up for Five9!" May 19, 2025 5.0 i think Five9 gets the job done. It’s reliable for managing calls and agents, though there’s a bit of a learning curve at first. Once you're used to it, it works well. Pros Its simple for making calls and respond them. I like is not as other software that you don't know where to find the buttons, seems really user-friendly. Cons To me, the interface can feel a bit outdated and clunky at times, and occasional call drops were frustrating. Review Source FM Freyxa M. Prequalification analyst Financial Services Used the software for: 6-12 months ### "THE KICKER FOR WARM TRANSFERS" May 22, 2025 4.0 My overall experience it was mostly as a daily user, it was really good. He did the job. It was really efficient and friendly. Pros 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 Cons What I can say that I didn’t like he was going to be regarding the automatic voicemail from our end, it was not really useful and sometimes it didn’t even work Review Source LS Laila S. Sr. Account Administrator Utilities Used the software for: 2+ years ### "Very good call centre program to use!" December 15, 2024 5.0 Very good. It should be in every organization. Great training materials provided by the company and support is easy to get a hold of as well. Pros Easy to use interface. Was able to utilize it in a lot of companies I had worked for. Cons No cons per se. I did not notice any issues or bugs. Review Source VR Verified Reviewer DATA ANALYST Information Technology and Services Used the software for: I used a free trial ### "Manage Your Call Center with Ease Using Five9" January 18, 2025 4.0 Pros It provides strong reporting capabilities and an easy-to-use interface to assist track KPIs and effectively manage time. Additionally, it makes it simple to gather client feedback and manage calls without any lags, guaranteeing excellent communication during calls. Cons While using it, I didn't run into any major problems or bugs. Review Source hS hollie S. employee (information specialist for share holders) Information Services Used the software for: 1-2 years ### "Very pleased with the software." June 2, 2021 5.0 A plus. Really made a huge difference for our company. Pros I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team. Cons At times it would run slow, and we would run into tech issues with dial up system some times. Review Source JR Jennifer R. Billing Dept Financial Services Used the software for: 1-2 years ### "Five9 Helo me help you " June 17, 2024 2.0 Not good - five 9 is hard to install and once closed for day it was a whole process to open . It was daily inhad to reinstall DAILY Pros I liked the way it worked and when opened the functions it provided Cons Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily Review Source JC Jeyson C. Dispatcher Consumer Services Used the software for: 2+ years ### "Awesome " August 14, 2023 5.0 I’m my opinion the program is great easy to navigate and quickly learn its functions. Pros The accessibility and the fact it’s a hands on easy navigational program . Cons The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls Review Source VR Verified Reviewer Business Advisor E-Learning Used the software for: 1-2 years ### "Very convenient and easy to use" August 5, 2022 4.0 Pros I liked having all the information avaliable to you right there for each client Cons At first before auto dialing was set up at had to call each lead individually Review Source Kristianna W. Sales team supervisor Insurance Used the software for: 1-2 years ### "Telesales, auto dialer, live monitoring, the list is endless!" August 3, 2022 5.0 My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike. Pros Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly. Cons When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way. Review Source cid M. Sales Manager Consumer Services Used the software for: 6-12 months ### "Great VOip Option" February 10, 2024 5.0 Pros Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded. Cons WORKING IN A CALL SENTER FOR SEVERAL YEARS. Review Source VR Verified Reviewer Assistant Manager Outsourcing/Offshoring Used the software for: 2+ years ### "Unbiased Review" August 23, 2018 4.0 They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium. Pros It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional. Cons Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now. Review Source Response from Five9 August 24, 2018 Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help. kC kevin C. ccos 2 Financial Services Used the software for: 2+ years ### "how great five9 is" September 16, 2022 5.0 my experience have been great with no complaints Pros smooth interface, works great in firefox, edge and chrome Cons would like to see a mobile app for five9 Review Source DH Doug H. Vice President Management Consulting Used the software for: 2+ years ### "Five9 is the best Cloud based VOIP system we have found" December 6, 2017 5.0 We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start. Pros There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work. Cons Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company. Review Source Response from Five9 December 19, 2017 Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service. Angelina V. Customer Advocacy Restaurants Used the software for: 2+ years ### "Very Useful" December 13, 2019 5.0 Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with. Pros What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs. Cons I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone. Review Source Response from Five9 December 17, 2019 Hi Angelina, Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time. Best regards, Cindy SK Subramanian K. CTO Outsourcing/Offshoring Used the software for: 2+ years ### "Contact Center Specialist Insight" May 6, 2022 4.0 Its good system to start your contact center with value for money Pros Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality Cons Advance technology on analytics and AI related needs to be included Reason for choosing Five9 Easy deployment and cost effective Review Source Adriana L. Director Of Financial Services Used the software for: 1-2 years ### "Five9 is the best software solution for out telephone needs. " May 7, 2018 5.0 Great reports and statistic metrics. Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased! Pros We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process. Cons When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed. Review Source Response from Five9 May 10, 2018 Hello Adriana, It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service. Max S. Contact Center Enigeer Telecommunications Used the software for: 2+ years ### "Five9 will give your team a High Five" February 12, 2021 5.0 Overall five9 is one of the leaders in the space and my experience with it has been great Pros This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one! Cons The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run. 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