Five9
Five9 is an intelligent cloud contact center with omnichannel support, intelligent virtual agents, and workforce optimization for enterprise customer service.
Our verdict
Who it's for
Intelligent cloud contact center
Who should look elsewhere
Pricing for 'Plus', 'Pro', and 'Enterprise' packages requires direct sales contact, lacking transparent upfront costs for advanced features.
Pros
- +Leverages AI (Five9 Genius AI) for agentic CX, enabling seamless, personalized, and effortless customer experiences.
- +Offers a highly flexible and scalable platform with five distinct solution packages (Digital, Core, Plus, Pro, Enterprise) to cater to diverse business needs and growth.
- +Provides comprehensive omnichannel support including voice, chat, email, SMS/MMS, and social messaging.
- +Integrates with popular CRM (Salesforce, ServiceNow, Dynamics, Zendesk, Oracle) and UC (Microsoft Teams, Zoom, RingCentral, ATT Office@hand) platforms.
- +Includes robust Workforce Engagement Management (WEM) solutions with options for Five9's own WEM or integration with partners like Verint (VCS) or Calabrio.
Cons
- −Pricing for 'Plus', 'Pro', and 'Enterprise' packages requires direct sales contact, lacking transparent upfront costs for advanced features.
- −Some features, such as WhatsApp integration and additional usage-based pricing for certain functionalities, are noted as coming soon or may incur extra costs.
- −A minimum of 50 seats is required for concurrent user pricing, which might be a barrier for very small businesses.
Key features
- ✓Inbound/outbound
- ✓IVR
- ✓AI agents
- ✓Workforce optimization
- ✓Analytics
Pricing
| Plan | Price | Billing | Notes |
|---|---|---|---|
| Digital | $119 | month | Chat, Email, SMS/MMS; AI Summaries; Live Transcription |
| Core | $159 | month | All channels + Voice; AI essentials; Full platform access |
| Plus | — | month | All channels; Advanced AI capabilities; Full platform features |
| Enterprise | — | month | Advanced AI; Workforce Engagement Management; Most comprehensive offering |