Overall experience with
How helpful reviews are selected
Favorable Review
Product: Five9 Intelligent CX Platform
Five9 is a Solid, Reliable Platform with Incredible Support Staff, But Some Features and Menus Could Use Improvement
Critical Review
Product: Five9 Intelligent CX Platform
Cumbersome IVR Designer And Inflexible Recording Options Impede System Usability
Likes and dislikes about
likes
Number one HAS to be our TAM. Our rep keeps us running smoothly and helps us achieve our goals effectively. A second item that is really great about Five9 is that it is actually a pretty user-friendly platform. There are pieces that can be a little tricky and take extra time to work through with your TAM, but every great tool needs to be taught and used properly especially a VOIP system. Another great feature is Five9's uptime and reliability.
February 24, 2026
dislikes
The IVR designer software is cumbersome to navigate. It is very much outdated, running on old versions of the Java Runtime Environment. When dealing with a large number of files and assets, it doesn't offer logical separations to keep things organized. The VoIP platform is poorly conceived. When an agent connects to the service, it has an always-on SIP connection that is unencrypted (unless you pay extra for SRTP encryption), meaning that all sound in that space is always transmitting. Unless you split your business' global regions into separate domains (which would require separate management and reporting functionality), you are forced to make all users log in to the same server. Our teams in Europe, India, and Asia are all forced to connect to services in the US rather than a co-located server locally.
February 24, 2026
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.