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Five9 is an AI-powered cloud contact center platform that delivers omnichannel customer engagement, predictive dialing, and workforce optimization for modern support and sales teams.
Pricing
$101 to $200 / mo
Best for
Best for mid-market and enterprise organizations that need a feature-rich, AI-powered cloud contact center platform rather than a simple outbound dialer or basic phone system.
Platforms
Web, Desktop, iOS, Android, Chrome Extension
Free trial
No
Free plan
No
Headquarters
San Ramon, CA, USA
Company type
Public
The honest take
What reviewers love, and what to watch
A balanced view of Five9, drawn from public reviews and product research.
Pros
- Intuitive agent and supervisor interfaces that are relatively easy for teams to learn and use day-to-day.
- Strong omnichannel capabilities, letting customers interact via voice, chat, email, SMS and social from a single platform.
- Deep CRM integrations with platforms like Salesforce, ServiceNow and Zendesk that streamline workflows and reduce manual data entry.
- Robust monitoring, call recording and reporting tools that give managers real-time and historical insight into queues and agent performance.
- Flexible outbound dialing, campaign management and scripting features that support sales, collections and proactive outreach use cases.
- Scalable cloud architecture and 24/7 support that make it suitable for large, distributed or remote contact center teams.
Cons
- Reporting and analytics configuration can be complex and unintuitive, often requiring admin expertise to build custom reports.
- Some users report intermittent call quality issues, softphone glitches or agents being logged out unexpectedly, especially in browser-based setups.
- Integrations such as the Salesforce softphone sometimes require troubleshooting (e.g., Chrome extension or desktop adapter issues) and can create login friction.
- Pricing is higher than many SMB-focused dialers and basic VoIP tools, particularly once advanced AI, WEM and premium connectors are added.
- Initial implementation and configuration can be time-consuming for complex environments, with a learning curve for new administrators.
Where it fits
What teams use Five9 for
- Inbound customer service and technical support
- Outbound sales, telemarketing and lead follow-up
- Blended omnichannel service across voice, chat, email, SMS and social
- Collections, payment reminders and renewal outreach
- Appointment scheduling, patient outreach and notifications
- Migrating from legacy on-premise call centers to cloud contact center infrastructure
Key strengths
- Comprehensive omnichannel routing, workforce engagement and analytics capabilities in a single platform.
- Mature AI portfolio including Intelligent Virtual Agent, Agent Assist, real-time transcription, summaries and AI insights.
- Extensive ecosystem of prebuilt CRM, UC, WEM and data platform integrations plus open APIs and SDKs.
- Enterprise-grade reliability, compliance posture and 24/7 global support suitable for mission-critical environments.
Compare your options
Five9 alternatives
Other tools teams weigh against this one. Tap any we have reviewed to read more.
Genesys Cloud CXNICE CXoneTalkdeskRingCentral Contact CenterVonage Contact Center
Questions, answered
Frequently asked about Five9
The short version is on the surface. Open any question to go deeper.
Five9 is an AI-powered cloud contact center platform (CCaaS) that helps organizations manage inbound and outbound customer interactions across voice, email, chat, SMS, social messaging and video. It combines global telephony, omnichannel routing, workforce engagement management, analytics and Five9 Genius AI to improve customer experience and agent productivity while replacing legacy on-premise call center systems.
Five9 publishes per-seat bundle pricing that starts at about $119 per user per month for the Digital plan (digital channels only) and $159 per user per month for the Core plan that includes voice plus digital channels. Higher tiers such as Plus, Pro and Enterprise are priced via custom quotes based on AI, workforce engagement and enterprise requirements. Contracts are typically annual or multi-year, with no free plan and no standard free trial, so most customers engage with sales for a tailored proposal.
Key features of Five9 include global cloud telephony; omnichannel routing across voice, email, chat, SMS, social and video; predictive and power dialing; Intelligent Virtual Agents (IVAs) and Agent Assist; real-time transcription and AI-generated summaries; workforce engagement management with forecasting, scheduling and quality management; robust monitoring, recording and analytics; workflow automation; and deep integrations with leading CRM and UC platforms such as Salesforce, ServiceNow, Microsoft, Zoom and Zendesk.
Five9's primary competitors in the cloud contact center and dialer space include Genesys Cloud CX, NICE CXone, Talkdesk, RingCentral Contact Center and Vonage Contact Center. In smaller or more telephony-focused deployments it may also be compared with tools like 8x8 Contact Center, Aircall, CloudTalk and other VoIP and auto-dialer solutions.
Five9 can work for small and midsize businesses and has many SMB customers, but it is generally best suited to organizations that run structured contact center operations and can fully leverage its omnichannel, AI and workforce management capabilities. Very small teams or businesses that only need a basic phone system or simple sales dialer may find Five9 more complex and expensive than necessary and might prefer a lighter-weight, lower-cost solution, while growing SMBs with an emerging contact center often use Five9 as a scalable platform they can grow into.
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