Five9 Review - why 4.2 stars?

Five9 Virtual Call Center Review
ITQlick Score: 88/100
ITQlick Rating: (4.2/5)
Pricing: 6/10 - average cost
Category: Call Center -> Five9
Ranking:Ranked 9 out of 240 Call Center systems
Company: Five9
Pricing: starts at $149 per month
Typical customers: Small, medium and large size businesses
Platforms: Cloud
Links: Five9 pricing, Five9 alternatives

Shlomi LaviShlomi Lavi / updated: May 22, 2022

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What is Five9 and its features?

Five9 software is a comprehensive cloud-hosted contact center solution designed to serve inbound, outbound, omnichannel, or blended contact centers globally. The software uses the power of practical AI to enables agents customer service through email, phone, mobile, chat, and social media among other channels.

Five9 Virtual call center offers various features which include blended call center, call logging, call recording, call scripting, campaign management, escalation management, and more. The five9 call center is a product of Five9 Company founded in 2001 in the United States.

The software is a complete solution for business communication needs offering omnichannel management applications like reporting, workforce management, recording, quality monitoring, and more. It features Smart Dialers which gives agents ample time with prospects and Intelligent Routing which ensures that calls are received by the right agent.

What is Five9 rating?

The rating of Five9 is 4.2 stars out of 5 and the total score is 88 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses Five9?

Five9 is ideal for small to large businesses that handle customer service (particularly outsourcers or BPOs), sales and marketing, finance and collections. Although initially designed to support small and medium business and nonprofit organizations, it has gradually became the choice of midsized and big enterprises around the world. Five9 currently serves 15,000 customers worldwide including eBay, Expedia and Vonage.

Is it easy to use?

Yes, Five9 makes it fairly easy to use. This product is user friendly and intuitive.

Is Five9 cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

No, currently Five9 can't be accessed on mobile, you would need to access it from your computer.

Is Five9 the best Call Center system?

Five9 is ranked 9 out of 240 software in their category (Call Center systems).

What are their main features and functionalities?

Five9 offers its users three main benefits: first, its advanced technology that supports inbound, outbound, or truly blended operations, pre-packaged integrations with other CRM solutions, and open web services and API. With Five9 your business can focus on strategies rather than the infrastructure. It can be easily configured in only one hour and deployed within a couple of days. The second benefit is agent productivity. With Five9, your agents can focus more attention on customers by handling inbound calls during peak periods, and automatically receiving connected outbound calls when the inbound calls experience traffics. The third benefit is the flexibility offered by cloud-based technology that saves IT resources and other activities because there is no hardware or software deployment on premise. Five9 grows with you and you pay as you go. If you are currently using on-premise technology, it provides the needed IVR or ACD predictive and power dialing, reporting, workforce optimization and telephony from AT&T and Verizon carriers.

What are Five9's pros? (5 Pros)

  • Five9 is cloud-based, thus requiring less IT resources compared with on-premise deployment that requires hardware
  • Five9 is easy to use and allows users to set callbacks
  • Users can take calls and route them efficiently
  • The software provides a robust integration with ZenDesk
  • Social media tools and mobile support as provided by SoCoCare

What are Five9's cons? (5 cons)

  • Five9 currently only supports English
  • Users complain that the software uses mechanics that are difficult to understand
  • If you want to learn about pricing, or watch demos and other videos, you are required to first register
  • It also does not have conference bridge feature that competitor 8X8 offers.
  • Five9 does not offer unlimited extensions which competitor Grasshopper has.

Who are their main alternatives?

Five9 Virtual Call Center competes with other Call Center systems like Talkdesk, CloudTalk, and RingCentral MVP. We will compare these Call Center systems in some specific aspects below.
  • Functionality: Five9 Virtual Call Center offers features like Workforce Optimization, Performance & Quality Management, Supervisor Desktop, Reporting & Analytics, APIs & SDKs, Workflow Automation, Workforce Optimization, Engagement Workflow, Supervisor Tools, Unified Communications, etc. Talkdesk offers features like Automated Workflows, Protect Customer Data, Real-Time Status Updates, AI Platform, Reliability & Availability, Integrations, Security & Compliance, Flexible Deployment, Developer Experience, Omnichannel Engagement, Workforce Engagement (available in Five9), etc.

    CloudTalk offers features like Call Queuing, Call Recording, Internal Call & Extensions, Voicemail, Toll-Free Numbers, International Numbers, Fax to Email, SMS & Text Messages, Personalized Greetings & Messages, Conference Calls, Automated Call Distribution, Call Flow Manager, Contact History (available in Five9), etc. RingCentral MVP offers features like Local numbers, Toll-free and Vanity Numbers, Extensions, Presence & Head-up Display, Call Delegation, Call screening, Cloud PBX, Greetings (available in CloudTalk), Multi-level IVR, Music-on-hold, Dial-by-name Directory, Number Porting, International Calling, International Numbers, Team Collaboration, Secure VoIP Service, Analytics Portal, Performance Reports (available in Five9), etc.
  • Customers/Industries: Five9 Virtual Call Center targets Healthcare, Financial Services, Retail, Education, Sales & Telemarketing, Customer Services, and Outsourcing. CloudTalk targets E-commerce and Retail, IT, Financial Services and Insurance, Healthcare, and Travel & Hospitality. RingCentral MVP targets industries in Healthcare, Education, Retail, High tech, etc. RingCentral MVP has customers like Colombia University, Orange, Renault, Lush, Carvana, SoFi, Waitrose & Partners, etc. Talkdesk targets Communications, Media & Internet, Financial Services & Insurance, Government & Education, Healthcare & Life Sciences, Retail & Consumer Goods, Transportation & Hospitality, etc.
  • Cost: Five9 Virtual Call Center starts at $149 per month. Talkdesk starts at $75 per user per month. CloudTalk starts at $25 per user per month billed annually and $30 per user per month billed monthly. RingCentral MVP starts at $19.99 per user per month and $29.99 monthly.
  • Cloud-based/On-premise: Five9 and all its alternatives are cloud-based. Five9 and Talkdesk have an On-Premise version for Windows and Linux.
  • Scalability: Five9 Cloud Contact Center and its alternatives can accommodate organizations of all sizes.
  • Support: Five9 offers support channels like Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live Rep), and Chat. CloudTalk and RingCentral MVP offer all support channels of Five9 plus FAQs/Forum.

What is the cost of Five9?

Five9 Virtual Call Center offers four license pricing options; Core, Premium, Optimum, and Ultimate.
  • Core starts at $149 per month
  • Premium starts at $169 per month
  • Optimum starts at $199 per month
  • Ultimate starts at $229 per month
Core comes with features such as Multiple concurrent Agents, Blended calling, Real-time reporting, etc. Premium comes with all capabilities of the Core Bundle plus omnichannel support and essential quality management.

Optimum comes with all capabilities of the Premium Bundle plus full WFO capabilities, workforce management, agent performance, etc. Ultimate comes with all capabilities of the Optimum Bundle plus Analytics & Workflow Automation Tools & Apps, Automated Repetitive Agent Tasks & Complex Workflows, etc.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 6 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Five9. You can also find here pricing information from Five9's website.

What should you ask Five9 during a demo session? (65 questions)

Schedule a demo with Five9 and access 65 must ask questions for the vendor while watching Five9 in action. Visit the vendor's website here.

Where Five9 is used?

Five9 Virtual Call Center is an excellent choice for call center agents looking for an artificial intelligence-powered contact center and call center solution. The platform targets Healthcare, Financial Services, Retail, Education, Sales & Telemarketing, Customer Services, and Outsourcing.

List of categories

Auto Attendant
Auto Dialer / Predictive Dialer
Automatic Call Distribution (ACD)
Call Recording
Communications Workforce Scheduling
Computer Telephony Integration (CTI)
Conference Calling
Internet Fax
SIP Trunking
Call Center
Customer Relationship Management
Customer Loyalty

List of features

ACD (Automatic Call Distribution)
ANI (Automatic Number Identification)
Auto Dialer
Blended Call Center
Call Conferencing
Call Queue Management
Call Recording
CRM with Call Center
CTI (Computer Telephony Integration)
DTMF (Dial Tone Multi-Frequency)
Inbound Call Center
IVR (Interactive Voice Response)
Outbound Call Center
Real Time Reporting
Virtual Call Center Support

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Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.