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 $100 per seat
Typical customers: Small, medium and large size businesses
Platforms: Cloud
Links: Five9 pricing, Five9 alternatives

Shlomi LaviShlomi Lavi / updated: Dec 15, 2021

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What is Five9?

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 ratings are based on our unbiased experts. Learn more in our 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 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 offers a free trial version and flexible pricing options
  • Compatibility with all web browsers, and both Mac and Windows device
  • 24/7 customer support via a toll-free call, online, customer platform and email
  • Social media tools and mobile support as provided by SoCoCare

What are Five9's cons? (2 cons)

  • Five9 currently only supports English
  • No customer collaboration features such as a community page or a forum are included

Who are their main alternatives?

The two main competitors of Five9 Virtual Call Center include Noble Enterprise and PureCloud. Just like Five9 Virtual Call Center, Noble Enterprise is a high-cost call center management platform that is modeled to solve the call center needs of small to large enterprise level businesses.

Both platforms are offered through cloud-based or on-premise solutions. Five9 call center supports Mac OS, and Web browser (OS agnostic) while Noble Enterprise operates in a Web browser (OS agnostic), Mac OS, and Windows 10. Five9 call center is a product of Five9 Company whereas Noble Enterprise is a product of Noble Systems.

PureCloud software is a low-cost call center solution modeled for business entities of any size or industry but in comparison, Five9 Virtual Call Center is a high-cost call center management platform built for small to large enterprise-level businesses.

These two platforms are available through cloud-based or on-premise solutions. Whereas PureCloud is a product by Genesys Company Five9 call center is a solution by Five9 Company.

What is the cost of Five9?

Five9 offers 3 plans: Inbound, Outbound and Blended. all cost $100 per seat.
Inbound covers ACD, CTI, IVR, Historical & Standard Reporting, and Quality Monitoring.
Outbound covers Dialers, CTI, Historical & Standard Reporting, Multichannel, and Social.
blended covers: ACD, Dialers, CTI, IVR, and Speech Recognition IVR.

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). Find here the REAL total cost breakdown for Five9

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.

Is it the right software for you?

Five9 Virtual Call Center offers a high-cost call center management platform that serves the needs of small to large enterprise level businesses. The product is popularly used by companies in Brazil, Latin America, United Kingdom, United States, and Canada markets. Five9 call center software can be used in multiple industries from service providers, manufacturers, real estate and any other business with a call center or sales and marketing teams.

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

Five9 Vs. Alternatives

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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.