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.
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.
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.
Five9 has provided a quick deployment and simple commercial model to plan and execute with support, assistance, and experience.
Pros
Easy deployment.
It's web-based.
It's flexible.
Cons
It's not good with local contingencies.
No local service.
Likelihood to Recommend
A great solution, with great potential that needs some work on compliance for the regular users and requirements on information from the "legacy metrics", that could be more flexible to get less impact from the operational perspective.
We utilize the Five9 dialer for all of our call center needs. It is by far the easiest to install, train on, and use by any agent. We are a third party outsource center and we can manipulate the dialer to meet any project service level and reporting needs. We are 100% virtual and rarely do our agents have any technical issues that cannot be immediately resolved. In five years we have only ever had one issue with downtime, and that only lasted 30 minutes until we were rerouted to another hub and were back up. We also have quarterly meetings with Five9 engineers who assist us in utilizing all of Five9's enhancements to the fullest. I wouldn't have or even entertain using another dialer.
Pros
Training for new agents - quick and easy
Allows you to reach maximum outbound dialing which increases responses
Allows project prioritization so each call plan is unique
Cons
The only negative is you cannot do remote monitoring. You have to do monitoring with clients.
Likelihood to Recommend
Any call center would benefit using Five9. Ease of training new staff alone is a huge win.
