Independent platforms
Five9 Reviews
According to independent reviews, Five9 averaged at 4.0 out of 5, which is around an average score for the reviewed SaaS platforms. Whether Five9 is a good SaaS solution for your business depends on the specific features you need, scale, budget, and other factors. Check website performance, real use cases, and user feedback for a more objective evaluation.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.2 | 481 |
| G2 | 4.1 | 593 |
| Gartner | 4.5 | 709 |
| GetApp | 4.2 | 481 |
| Glassdoor | 3.7 | 739 |
| GoodFirms | No reviews | No reviews |
| Software Advice | 4.2 | 481 |
| Trustpilot | 3.6 | 730 |
| TrustRadius (out of 5) | 4.2 | 127 |
| Weighted Average Rating | 4.0 |
See also: What Made Us Choose Sources for Expert Score?
Five9 Social Media
Five9 Traffic & Engagement
Curious how users actually find and interact with Five9? The table below covers traffic sources, user engagement, and other key five9.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 2802172.0 | 6.16 | 645.0 | 0.33 | 66% | 17% | 0.26% | 7.4% | 0.06% | 3.3% |
Five9 Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Five9 connects with platforms like Salesforce, ServiceNow, and Microsoft Dynamics 365, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Salesforce
- ServiceNow
- Microsoft Dynamics 365
- Oracle Service Cloud
- Oracle NetSuite
- Zendesk
- Zoom Phone
- Microsoft Teams
- Google Cloud AI
- Verint
Five9 Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Five9 actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Yes |
| Real-Time Reporting | Yes |
| Professional Recordings | Yes |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Yes |
| Call Filtration | Not verified |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Not verified |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Not verified |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Five9’s ASR means callers don’t have to press anything — they say what they need and the system works out where to send them. Spoken responses get processed in real time, which cuts down on the misroutes and mid-call transfers that tend to build frustration before a live agent ever gets involved. For high-volume contact centers, it also handles a meaningful share of routine call traffic without touching agent capacity at all.
Toll-Free Numbers
Five9 supports toll-free numbers for inbound and outbound calling, giving customers a no-cost way to reach your team. For sales and support lines, removing that barrier tends to show up in call volume — people are more likely to pick up the phone when there’s nothing on the line for them, literally. Everything runs through the same platform, so there’s no separate system to manage alongside it.
Real-Time Reporting
Five9’s dashboards give supervisors a live view of what’s happening across the contact center — call volumes, queue depth, agent activity, routing performance — without waiting on a report that shows up after the shift ends. When a queue starts backing up or an agent’s numbers drift in the wrong direction, that visibility makes it possible to respond while the problem is still small.
Professional Recordings
Five9 works with Snap Recordings to provide IVR prompts voiced by experienced talent. The difference between a polished recorded prompt and one that sounds like it was recorded on a laptop in a hurry is noticeable to most callers, even if they couldn’t articulate why. For businesses where the first few seconds of an interaction set the tone, it’s a straightforward thing to get right.
Interactive Voice Response (IVR)
Five9’s Visual IVR lets teams build and adjust call flows without getting into complex configuration. Callers can reach the right department or handle simple requests on their own without waiting for an agent. For mobile users, the visual version turns those same flows into a touchable interface on their device — which is a cleaner experience than listening through a list of options and hoping you catch the right one before it loops back to the beginning.
Call Recording
Five9 captures calls automatically and stores them for quality assurance, compliance, and training. When a supervisor needs to go back and review a specific interaction — to coach an agent, settle a dispute, or just figure out what went wrong — the recording is there. It’s a more reliable account of what actually happened than whatever made it into the disposition notes after the fact.
Call Analytics
Five9’s interaction analytics go further than call counts and handle times. Speech analytics layer in on top of standard metrics, surfacing sentiment trends, keyword patterns, and conversation-level detail that wouldn’t show up in a standard performance report. For teams trying to understand what’s actually driving outcomes in their contact center, that kind of depth is where the useful insight tends to live.
Inbound Call Tracking
Five9 tracks call activity through detailed log reports tied to specific phone numbers, covering inbound and outbound interactions. For compliance documentation, performance review, or tracing a specific call when something needs to be investigated, it covers what most contact center operations actually need. Campaign-level marketing attribution and dynamic number insertion aren’t really what it’s built for, so teams with heavy performance marketing requirements may need something else running alongside it.
Automatic Call Distribution (ACD)
Five9’s ACD routes each incoming call based on a combination of factors — time of day, caller priority, IVR input, agent skills, and current availability — rather than defaulting to whoever’s next in line. Voicemails get routed to agents during quieter periods so nothing sits unaddressed. When routing logic is built around the specifics of each interaction rather than just queue position, first-call resolution tends to go up and unnecessary transfers tend to go down.
Five9 Call Management Pricing Overview: How Much You’ll Pay
- Inbound Call per Minute: $0.015–$0.025
- Outbound Call per Minute: $0.015–$0.025
- Phone Number per Line: $1–$5/ local, $2–$6/ toll-free
- Minimum Price per Month: $119
Average Performer in Call Management: While it provides basic call management features, Five9 lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Five9?
Positive reviews:
“Currently the integration of IA in customer operations such as Agent Insights and Agent Assist are taking a big impact in customer experience. That’s why Five9 offers the possibility to automate process that before they were an agent work day to day. Doing use of LLM models and Agent Assist multi language such as Depgram OpenAI, and most important custom prompts summaries and data stores or acknowledgment, it improve the efficiency and agiliza the CX due to the response is in real time consulting the data immediately and giving a CX effective and of first level. Our customer is glad, because of them reducing time attention and increasing your SLA, lees cost and is having a cutting-edge AI solution.” – José Martín R. ⭐⭐⭐⭐⭐ September 15, 2025
“I like the ease of configuration and implementation of the Five9 Intelligent Cloud Contact Center platform. I also think that the integrations work well.” – Júlio César d. ⭐⭐⭐⭐⭐ January 22, 2025
Negative reviews:
“Customer service left a lot to be desired along with an over abundance of problems that they were unable to fix or even identify. I regularly had downtime with multiple agents stations reflecting available but supervisor console showing away. This issue frequently stopped them from being able to log out or restart the station forcing me to deactivate the agent and reactivate in order to get them up and running.” – Verified User in Consumer Goods ⭐☆☆☆☆ July 6, 2018
“This program is constantly losing connection with the channels required to keep calls connected, it frequently refreshes an disconnects calls, and it takes a long time to boot up.” – Verified User in Information Technology and Services ⭐☆☆☆☆ January 12, 2018
Positive reviews:
“Five9 has done a great job for our phone system and has offered excellent service when system issues arise.” – Manager, Customer ⭐⭐⭐⭐⭐ February 23, 2026
“From Cradle to Grave this has been a great over all experience from where we were to where we are. We look forward to more and more great things from Five9.” – NETWORK ENGINEER III VOICE ⭐⭐⭐⭐⭐ February 22, 2026
Negative reviews:
“Overpromised features and useage, what was delivered was something that constantly is being worked on even two years later things that should have worked “out of the box” are still being tuned.” – Director of Customer Service and Support ⭐⭐☆☆☆ February 20, 2026
“Though the account team is very responsive, the missing activity history has hampered our ability to work effectively. It was broken for the first 10 months of our contract without credit and a ton of time was spent trying to get a work-around before finding out this was a system-wide issue.” – Team Lead ⭐⭐☆☆☆ March 28, 2024
Positive reviews:
“I can do high volumes of outbound and manage inbound calls. While the interface can feel a bit complex at first, once familiarized, it becomes a powerful tool for admissions outreach.” – Jack N. ⭐⭐⭐⭐⭐
“Five9 is a robust solution for business that need to manage high volumes of calls across several channels.” – Kellie W. ⭐⭐⭐⭐⭐
Negative reviews:
“There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.” – Sanchita J. ⭐☆☆☆☆
“It also doesn’t have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.” – Ilan T. ⭐☆☆☆☆
Positive reviews:
“Company is goal focused and centered around culture. I’ve never worked for a better company.” – Technical account manager (tam) ⭐⭐⭐⭐⭐ June 2, 2025
“Great work environment! PH TAM is remarkable!” – Technical account manager ⭐⭐⭐⭐⭐ April 25, 2025
Negative reviews:
“Senior leadership takes a lot of money home but they are not as capable as they should be. Which I feel is unfair. There is nepotism. There is targeted discrimination. There is unfairness against minority ethnic groups.” – Chro ⭐☆☆☆☆ May 8, 2025
“CEO, fear, waste hotline, nepotism, wife involvement, singles people out, usually people of different race and females.” – Rev ops ⭐☆☆☆☆ April 4, 2025
Positive reviews:
“Great! It does the job with efficiency and it’s customizable from medium sized orgs to big operations and its fast and intuitive.” – Amin R. ⭐⭐⭐⭐⭐ August 2025
“Amazing experience so far, great customer support, great product value and great constant improvements.” – Verified Reviewer ⭐⭐⭐⭐⭐ August 2025
Negative reviews:
“Setup was long and painful. Once we were up and running it was difficult to monitor calls and run reports. We missed so many calls that using Five9 would have cut our revenue in half. The only way it could have been worse is if the customers just received a busy signal. I have been trying to cancel everything out for the last 3 months and can’t get a call back from our rep.” – Jon C. ⭐☆☆☆☆ June 2021
“If something don’t work you will struggle with tier-1 techs that know nothing. Tier-2 and up techs never answer my questions only go in loops ask you question like you are the engineer that wrote this app.” – Asi A. ⭐☆☆☆☆ May 2019
Positive reviews:
“We truly value our partnership with Five9 and are incredibly grateful for the unwavering support they always shown us. Five9 products and servicing has been key to our successes, and we’re excited about the continued success of our collaboration.” – Bill ⭐⭐⭐⭐⭐ September 26, 2025
“What truly sets Five9 apart is the people. From account managers and CSMs to TAMS and customer support, the teams are always ready to help. Beyond great service, Five9 offers a wide range of solutions that have transformed the way we do business, boosted our efficiency, and strengthened our position as a leader in the industry.” – Nicole Darby ⭐⭐⭐⭐⭐ September 26, 2025
Negative reviews:
“They take your information and sell it to other providers. This is how they get you, they will ignore your emails. They will ignore your calls. Even if you wanna pay them, they won’t even take that because they’d rather shut down your domain and sell your information Information because they make more money that way. Buyer beware.” – Kris- ⭐☆☆☆☆ November 15, 2025
“Cannot sort e-mails in chronological order, cannot close e-mails properly. If Five9 is used with Whatsapp, sometimes sound mutes completely until Whatsapp is closed. Each update makes this software more uncomfortable. Before we could see who resolved specific e-mail, now we can’t.” – Денис Алмаший ⭐☆☆☆☆ July 1, 2025
Positive reviews:
“We are using for our member enrollment process. We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.” – Revanth Thokachichu ⭐⭐⭐⭐⭐ April 29, 2025
“Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.” – Susan Thurber ⭐⭐⭐⭐⭐ April 8, 2025
Negative reviews:
“We used to use Five9 in our office to manage our customer contacts. The system is slow, clunky, and not intuitive at all. Calls would be dropped often. There was also a regular problem with the servers going down and being unavailable. Overall, we ended up switching to a different program because of all the problems with Five9.” – Verified User ⭐☆☆☆☆ April 30, 2020
“Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).” – Verified User ⭐☆☆☆☆ February 19, 2019
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
