Based on 5 verified reviews published in the last 18 months
TrustRadius Community Insights are summaries of user sentiment data from TrustRadius reviews and, when relevant, HG Insights data.
Overview
Synthesised from 5 reviews | Last Published April 23, 2026
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.
I use Five9 to make outbound calls to the accounts I manage. At times & when needed, I have the ability to conference multiple decision-makers into a call with ease & without needing to put current participants on hold. I'm able to easily & efficiently dial out to my accounts as well as make quick & immediate internal transfers.
Pros
Internal Transfers.
Call Screening.
Setting call status Inbound/Outbound.
Cons
Connectivity/Reliability.
Call quality.
Likelihood to Recommend
Five9 is well-suited when needing to make internal call transfers to other teams/departments. Quickly being able to look up a specific person & transfer calls. Without having Five9 my call productivity would drop dramatically.
Our company would provide customer support for a new form of events that were taking places such as Hybrid or virtual events. It started during the pandemic and as much as people were ok to send tickets of support, clients become more demanding on the support level and would like to use inbound calls as the satisfaction level of resolving issues was much higher.
Pros
Inbound call management.
Ease of system use.
Reporting.
Cons
Voice to text automation.
Likelihood to Recommend
The system is well suited for companies that require that level of remote support via phone calls. This has helped massively during the pandemic and has changed some of the perspectives of clients to continue with the trend of virtual support, and platforms like this help massively by bridging that gap.
We use Five9 to track all of our inbound and outbound dialing. In digital marketing, we dive more into the data than most other departments. I use it most commonly for dispositions and to listen to call recordings in order to identify trends. We often use it to identify which campaign certain calls are coming in on.
Pros
Recordings
Disposition Reporting
Dial Attempt Reporting
Cons
More specified search fields
Custom Reporting to be more simplified
Likelihood to Recommend
Five9 is great for dispositions and reporting of all kind. It is not as well suited for keeping track of affiliate commissions, or key press logic.
Bernard uses Five9 Virtual Contact Center for inbound and outbound purposes across the entire organization for all clients who do not require us to use their phone system. We use Five9 in our physical call centers as well as with our work-at-home agents.
Pros
Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
Security- We do not have to worry about security.
Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Cons
We don't have any requests currently for Five9.
Likelihood to Recommend
Five9 is well suited for: Companies that need scalability up and down throughout the year. Companies with premise based and at-home agents. Companies with inbound and outbound needs.
Great call center solution to keep dials moving along with a simple approach. There isn't much lag time in between calls kicking in to the next roll out and it is easy to disposition. I really like the features of 'chirp' in as it helps with training and helping reps close deals.
Pros
Easy to use.
Great for training/monitoring.
Great for high-volume call centers.
Cons
Limited analytics.
Outages and Support Issues.
Lack of Advanced AI capabilities.
Likelihood to Recommend
If you are in a churn-and-burn environment where maximizing call volume is crucial, this solution is perfect for you. Although it may not offer the best pricing or support, it is really easy for new users to navigate and keep calls rolling. Ideal for entry-level sales reps, focusing on the sheer volume of calls made daily.
