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Five9 Review

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Should I use Five9?

AI-powered cloud contact center platform (CCaaS) - five9.com

· 19 hours ago

Five9 fits mid-size and large contact centers with dedicated admins, complex routing, and budget for quote-based contracts. Small teams needing a simple dialer or contact list should buy a lighter tool instead.

Confidence

Medium. Based on 18 public sources; most snippets truncated, so quotes are partial and pricing numbers unavailable.

Ratings

  • Value for moneyNo pricing numbers or verified cost data
  • Ease of useSnippets truncated; no usable evidence
  • Feature depth
  • Support qualitySupport threads exist but outcomes unverified
  • Security posture

Pricing

Not disclosed

ModelNot disclosed
Monthly feesNot disclosed
HardwareNot disclosed

Best for

  • Mid-size to enterprise call centers
  • Omnichannel voice + digital CX teams
  • Financial services and regulated industries
  • Buyers wanting AI agents and routing

Not for

  • Small teams needing a simple contact list or dialer
  • Startups without dedicated admins or implementation budget
  • Buyers wanting transparent, published per-seat pricing
  • Anyone who cannot absorb annual-contract lock-in

Gotchas - check before you buy

medium

Guess: Pricing is quote-based per agent — expect annual contracts and sales negotiation, not self-serve signup.

medium

Teams report migrating off Five9; budget time and cost for export and rebuild.

medium

2025 XSS CVE in the Five9 Live Chat WordPress plugin — patch immediately if you use it.

low

2018 access-control CVEs in Agent Desktop Plus and Softphone+; patch desktop plugins.

Pros and cons

Pros

  • 4.1/5 across 625 G2 reviews
  • Reviewers call it robust and solid
  • Runs the contact center for a Fortune 100 company
  • Omnichannel: voice, chat, digital in one platform
  • Marketplace adds payments, biometrics, AI integrations

Cons

  • r/sysadmin users actively shop for Five9 alternatives
  • 2024 guidance cut triggered securities class-action lawsuits
  • Legacy CVEs in Agent Desktop and Softphone clients

Sources & method

- 15 sources - Known CVEs in legacy desktop clients (2018) and a 2025 XSS in its WordPress live-chat plugin; no platform-wide breach reported in sources.

official x1review x9security x3news x2
  • CVE-2018-15508 — incorrect permissions in Five9 Softphone+, Incorrect permission assignment in the Five9 Softphone+ client.
  • CVE-2018-15509 — Agent Desktop Plus access-control flaw, Access-control vulnerability in the Five9 Agent Desktop Plus client.
  • CVE-2025-11829 — Five9 Live Chat WordPress plugin XSS, Cross-site scripting vulnerability in the Five9 live-chat WordPress plugin, disclosed November 2025.

Key stats

  • Feature depth: 4/5

    Rating

  • Not disclosed

    Starting price

  • 15

    Sources

  • Analyzed

  • Value for money. No pricing numbers or verified cost data
  • Ease of use. Snippets truncated; no usable evidence
  • Feature depth: 4/5. Described as robust, solid, reliable
  • Support quality. Support threads exist but outcomes unverified
  • Security posture: 2/5. Known CVEs in desktop clients and chat plugin
  • 4.1/5 G2 rating 625 reviews
  • 959 Gartner reviews Vendor-wide review count
  • 760 Glassdoor reviews Employee reviews
  • $2.5B Company worth Reported 2024, before layoffs

Pricing

Not disclosed

Security

Known CVEs in legacy desktop clients (2018) and a 2025 XSS in its WordPress live-chat plugin; no platform-wide breach reported in sources.

  • CVE-2018-15508 — incorrect permissions in Five9 Softphone+Incorrect permission assignment in the Five9 Softphone+ client.11
  • CVE-2018-15509 — Agent Desktop Plus access-control flawAccess-control vulnerability in the Five9 Agent Desktop Plus client.12
  • CVE-2025-11829 — Five9 Live Chat WordPress plugin XSSCross-site scripting vulnerability in the Five9 live-chat WordPress plugin, disclosed November 2025.13

What users say

Reviewers describe Five9 as robust, solid, and reliable, while Reddit sysadmins are a recurring pool of churn looking for alternatives.

“Five9 is robust and prob…”
GetVoIP review
“Five9 is a Solid, Reliab…”
Gartner reviews
“We moved from Five9 to F…”
Reddit, r/sysadmin

Alternatives

Compare Five9 with each alternative.

  • Genesys

    Enterprise CCaaS rival compared head-to-head on cost

  • Kixie

    Lighter power-dialer for sales teams, not full contact centers

  • Synthflow

    AI voice-agent alternative pitched against Five9 on price

    Five9 vs Synthflow

Companies that use it

  • NJ 2-1-1
  • WorkConnect (WCP)
  • Unnamed Fortune 100 global services company14
Full analysis

Based on 18 public sources; most snippets truncated, so quotes are partial and pricing numbers unavailable.

Enterprise-grade contact center: worth it for big call ops with admins; overkill and quote-priced for small teams.

Methodology

Based on 18 public sources; most snippets truncated, so quotes are partial and pricing numbers unavailable.

Read how a report is made.

Sources

  1. Five9 Products | 625 Reviews on G2g2.com
    review
  2. Five9 Enterprise Software and Services Reviews — Gartnergartner.com
    review
  3. Five9 Customer Service Reviews — Trustpilottrustpilot.com
    review
  4. Thoughts on Five9? — Reddit r/callcentresreddit.com
    review
  5. Viable call center options other than Five9? — Reddit r/sysadminreddit.com
    review
  6. Call Center Phone systems with Decent Support — Reddit r/sysadminreddit.com
    review
  7. Five9 Reviews — Glassdoorglassdoor.com
    review
  8. Five9 Reviews 2026 — GetVoIPgetvoip.com
    review
  9. Software Co. Five9 Sued After Surprise Guidance Slash — Law360law360.com
    news
  10. Five9, worth $2.5B, lays off about... — Reddit r/bayareareddit.com
    news
  11. CVE-2018-15508 — NVDnvd.nist.gov
    security
  12. CVE-2018-15509 — VulDBvuldb.com
    security
  13. CVE-2025-11829: Five9 Live Chat XSSfused.com
    security
  14. Fortune 100 Global Services Company Selects Five9five9.com
    official
  15. Five9 Pricing: Plans, Costs & What You'll Actually Paycheckthat.ai
    review

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