This product assessment of Five9 is based on a synthesis of 5 recent reviews focusing on areas for improvement. Five9 is a contact center platform used by businesses to manage and optimize their customer interactions. While generally robust, the reviews indicate specific areas where Five9 could enhance user satisfaction. A notable area for improvement, mentioned by 40% of reviewers, is the user interface of the Five9 VCC. Additionally, 40% of reviewers highlighted challenges with Salesforce integration, particularly regarding prioritization, automation, and embedding the phone within the Salesforce environment. These points suggest that while Five9 provides a comprehensive solution, focusing on user experience and seamless integration with other business-critical platforms like Salesforce could significantly improve its overall value proposition.

Cons

User Interface: Multiple reviewers cite the Five9 VCC User Interface as needing improvement.
Salesforce Integration: Integration with Salesforce needs improvement, specifically around prioritization, automation, and embedding the phone within Salesforce.

Please provide some detailed examples of areas where Five9 has room for improvement.

From 5 reviews

Summary

This report synthesizes 5 recent reviews to identify areas for potential improvement in Five9. A recurring theme is the user interface, with 2 of 5 reviewers suggesting enhancements to the Five9 VCC User Interface. Another area for improvement mentioned by 2 of 5 reviewers is the integration with Salesforce, specifically around prioritization, automation, and embedding the phone within Salesforce. These findings suggest that while Five9 offers a robust platform, user experience and integration capabilities are areas where further development could enhance user satisfaction.

Reviews

44 Reviews

Five9 powerful tool for enrollments

Rating: 10 out of 10

Incentivized

April 29, 2025

Use Cases and Deployment Scope

We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.

Pros

Progressive dialing
screen pop up in salesforce when the call is connected
List sync plus package for syncing records into Five9 Dialer
Logging tasks in salesforce for every call.
Very easy to disposition a connected call

Cons

The Five9 VCC User Interface can be improved a lot
recently they improved their reporting interface. Still lot of scope for improvement in UI here too
Can improve capabilities around prioritization and automations that can be done with Salesforce.

Likelihood to Recommend

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement.

Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- salesforce automation.

Revanth Thokachichu

Software Engineer in Information Technology at Teladoc (1001-5000 employees)

Vetted Review

2 years of experience

Verified on LinkedIn

Five9 Support

Rating: 10 out of 10

Incentivized

April 29, 2025

Use Cases and Deployment Scope

We use Five9 in different departments in our agency. In my particular department we do transfer calls to other departments if they select the wrong option on the phone tree. We are currently working on redoing the phone tree so that the agents are transferred to the correct department. Overall, Five9 has been a great experience.

Pros

Five9 makes transferring to different departments easy.
Five9 has a messaging option
Five9 dispositions are nice for when a supervisor needs to look into the call

Cons

Five9 does seem to drop calls often.
Five9 would be nice to have extensions
My team does not like the auto answer feature of Five9

Likelihood to Recommend

Five9 has been a great experience for my team in my organization. The only issue we find is that agents don't listen to the prompts in the phone tree and will select the wrong options. My team also likes the messaging option to other users. I personally as a supervisor like the option that you can listen to the phone call while the user is on the phone talking.

Verified User

Supervisor (201-500 employees)

Vetted Review

2 years of experience

Really Happy with Features and Personal Support

Rating: 10 out of 10

Incentivized

April 8, 2025

Use Cases and Deployment Scope

Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.

Pros

tracking all voice and digital activity
integration with salesforce and litify
my support engineer is very knowledgably and available to me

Cons

need more option on how the phone embeds into Salesforce
call center agents and backend agents should be able to see presence

Likelihood to Recommend

Five9 is a great tool you can integrate with your CRM allowing you to track all activity. Both user and automated activity. Creating outbound call campaigns to ensure available agents are making outbound calls has a ton of features so you can customize to your business needs. Building inbound IVR's with all types of call routing rules is also great. The way activity can be seen and managed between Five9 and Nextiva, our office telephony system, however is lacking.

Susan Thurber

Director of Contact Center Operations in Customer Service at The Rothenberg Law Firm (51-200 employees)

Vetted Review

1 year of experience

View profile

Five9 has become the Gold Standard!

Rating: 10 out of 10

Incentivized

March 21, 2025

Use Cases and Deployment Scope

We re-sell Five9 to our customers and partner as a fully CCaaS solution to better assist in their customer journey. The key business challenge Five9 assist in is where you can have a RoI withough disrupting th existing UC or UCaaS solution in place and adding an extra layer but in the cloud.

Pros

Intuity
Customer Experience
Interoperobility
scalability

Cons

Add UCaaS to the portfolio
More Seamless CRM integration
hybrid model

Likelihood to Recommend

Five9 Contact Center solution is a perfect fit for a customer that is looking to add a cloud based CX solution that will complement its existing Unified Communications or UCaaS system withough disruption. This allows for a flexile system that will (scale) on demand with changes in existing CX environemnt.

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

Reseller

7 years of experience

Five9

Rating: 5 out of 10

Incentivized

March 10, 2025

Use Cases and Deployment Scope

We us it to make calls every day. We have a lot of issues with connectivity and calls being dropped. We have to clear our cache frequently to get it to work. It requires high speed internet and a lot of the time we have issues getting it to work. It can be frustrating.

Pros

Click to Dial feature is nice

Cons

Connectivity
Requires very high speed internet connection

Likelihood to Recommend

It is used to contact clients and be able to log the time of the calls. If you take a lot of inbound calls it doesn't always log the inbound calls. Would be nice i it worked better for that. I am not sure what is not appropriate for using.

Verified User

Employee in Customer Service (5001-10,000 employees)

Vetted Review

4 years of experience

The Good, the Bad and the Ugly of Five9

Rating: 4 out of 10

Incentivized

June 11, 2024

Use Cases and Deployment Scope

Our company work is in healthcare awareness and uses Five9 to contact patients regarding their prescription usage and results. Clients have live interaction with pharmacy techs and/or pharmacists depending on the questions or their needs.

Pros

predictive dialing
call routing to agents
IVR call flow

Cons

text-to-speech for IVR voice prompt
basic account-level reporting
features that are included instead of ala cart

Likelihood to Recommend

When I was working for a collections company, Five9 was great for handling high-volume outbound and inbound call traffic.
Any small to medium company that doesn't have the call volume to offset the cost. Also, healthcare Insurance can tend to be unbalanced by mainly receiving inbound calls, so you lose the benefit of the smart dialer.

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

11 years of experience

Five9 review

Rating: 9 out of 10

Incentivized

June 10, 2024

Use Cases and Deployment Scope

We had a homebrew ACD system that was very buggy, and many functions did not work. So we implemented Five9 ACD system and it solved many of our issues. We were able to leverage Five9 ACD to setup an IVR that allowed customers to do self-service and leveraged Agent Assist and AI insights to streamline operations for Care agents in generating case notes and analyze effectiveness and efficiency of our Care agents.

Pros

IVR
Agent Assist
AI Insights

Cons

Omnichannel Configurations
Chat widget
Email configurations

Likelihood to Recommend

Very robust ACD system including AI reporting. Might not be the best for centers primarily using email or chat.

Verified User

Director in Sales (201-500 employees)

Vetted Review

8 years of experience

User Friendly CRM Integration Tool

Rating: 9 out of 10

Incentivized

August 23, 2023

Use Cases and Deployment Scope

We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.

Pros

Call recording
Outbound Call Campaign Management
Call routing
internal transfers

Cons

Call Quality
Workforce Management
System Glitch

Likelihood to Recommend

We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.

Verified User

Employee in Product Management (201-500 employees)

Vetted Review

3 years of experience

Perfect solution for not big businesses

Rating: 6 out of 10

Incentivized

July 1, 2022

Use Cases and Deployment Scope

I use Five9 for inbound and outbound calls with customers, tracking of KPIs, the connection with Hubspot, and for monitoring of my activities.

Pros

Outbound calls
Tracking of executed calls
Collaboration with hubspot

Cons

No records of my call
No opportunity to impact on this
No work if system is overloaded with calls
A lot of bags that make the job complicated

Likelihood to Recommend

Five9 is a good solution for small organizations, however, fit bad in huge sales departments with a lot of KPIs based on quality and numbers of calls.

Verified User

Account Manager in Sales (1001-5000 employees)

Vetted Review

1 year of experience

Best CRM tool to have it.

Rating: 7 out of 10

March 27, 2022

Use Cases and Deployment Scope

Five9 is the best CRM tool we can use in business areas. It is the primary source for communication in or out of the organization. It gives a very user-friendly experience. Using Five9 as a newbie on the path for any business is the communication between clients or customers. Five9 helped a lot to get inbound calls and outbound calls and get in touch with the progress of the business needs.

Pros

Inbound and outbound calls it process is so well.
The service is so good and they give very efficient support in customer need.
The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.

Cons

Sometimes Five9 is inconsistent with the quality of the calls. It can be hard to hear the calls because of poor quality.
The UI Five9 provides should be more singular in handling rather than opening multiple tabs for every feature. It must be compacted on a single screen.
The calls we connect must have an attached screen just like a keypad so we can take notes as well as attend the calls.

Likelihood to Recommend

Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.

Verified User

Engineer in Information Technology (11-50 employees)

Vetted Review

1 year of experience

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