Five9 Review

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Last updated: Apr 06, 2020

Five9 Review

ITQlick rating
(4.2/5)

Starting from $185 per user/month

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 enabl...

  • Categories (4/14):

    • Auto Attendant
    • Auto Dialer / Predictive Dialer
    • Automatic Call Distribution (ACD)
    • Call Recording

Shlomi Lavi / updated: Apr 06, 2020

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.

Average Rating -

The rating of Five9 is 4.2 stars out of 5. The rating is based on ITQlick expert review.

Typical Customers

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.

Features

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.

Five9 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

Five9 2 Cons

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

Competitors & 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.

Five9 Pricing Information

The cost of license starting from $185 per user/month. The experts at ITQlick has reviewed Five9 pricing and gave the software a total cost of ownership (TCO) rating of 6 out of 10. Custom price cost for your business is available upon request.

Questions to ask the vendor during a demo

Schedule a demo and access 25 must ask questions for the vendor while watching Five9 in action

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.

Five9 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

Specifications

Company:
Address: San Ramon, CA 94583, USA
Website:https://www.five9.com/
Customers: Small business, Medium business, Large business
Business Area: Information technology
Platforms: Cloud
Operating Systems: Mac OS, Windows, Linux

Five9 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

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
Five9
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
88/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6/10
License pricing license pricing (if provided by the software vendor)
$185 per user/month
Hosting
On premise and Cloud
Functionality score
29
Fit small business
Fit medium business
Fit large business
Software review
Nextiva
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
99/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.6/10
License pricing license pricing (if provided by the software vendor)
$19.95 per user/month
Hosting
On premise and Cloud
Functionality score
20
Fit small business
Fit medium business
Fit large business
Software review
8x8
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
93/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2.2/10
License pricing license pricing (if provided by the software vendor)
$0.04 per minute
Hosting
On premise and Cloud
Functionality score
43
Fit small business
Fit medium business
Fit large business
Software review
Compare
TouchStar
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.4/10
License pricing license pricing (if provided by the software vendor)
Pricing not available
Hosting
Cloud
Functionality score
6
Fit small business
Fit medium business
Fit large business
Software review
CenterWare
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
5.6/10
License pricing license pricing (if provided by the software vendor)
Pricing not available
Hosting
Cloud
Functionality score
9
Fit small business
Fit medium business
Fit large business
Software review