TL;DR - Five9
- Five9 offers an AI-powered contact center solution, Five9 Genius AI, for enhanced customer experiences.
- The platform provides flexible solution packages with omnichannel support and integrations for CRM and UC systems.
- Five9 is recognized as a leader in the Gartner® Magic Quadrant™ for CCaaS and serves over 3,000 customers globally.
Pricing: Paid only
Best for: Enterprises & pros
4.1/5 across review platforms
Pros & Cons
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.
Ratings Across the Web
4.1(1,043 reviews)
Ratings aggregated from independent review platforms. Learn more
Key Features
Inbound/outboundIVRAI agentsWorkforce optimizationAnalytics
Pricing Plans
Free TrialDigital
$119
- Chat, Email, SMS/MMS
- AI Summaries
- Live Transcription
- Agent Assist
- 24/7 support
Core
$159
- All channels + Voice
- AI essentials
- Full platform access
- CRM/UC adapters
Plus
Custom
- All channels
- Advanced AI capabilities
- Full platform features
Enterprise
Custom
- Advanced AI
- Workforce Engagement Management
- Most comprehensive offering
About Five9
By Toolradar Team·
Five9 is an intelligent cloud contact center with omnichannel support, intelligent virtual agents, and workforce optimization for enterprise customer service.
How we evaluate tools →Source: five9.com
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Five9 FAQ
Which specific AI capabilities are included across the Five9 solution packages?
All Five9 solution packages, from Digital to Enterprise, include AI Summaries, Live Transcription, AI Insights, AI Agent Assist, and AI Knowledge. These features are designed to enhance agent performance and customer interactions.
What CRM and UC adapters are supported by the Five9 platform?
Five9 supports integration with popular CRM platforms such as Salesforce, ServiceNow, Dynamics, Zendesk, and Oracle. For Unified Communications, it integrates with Microsoft Teams, Zoom, RingCentral, and AT&T Office@hand.
How does Five9's AI Agent Assist feature benefit contact center operations, as demonstrated by customer examples?
The AI-powered Agent Assist helps simplify operations and increase efficiency for remote employees, as seen with Alaska Airlines. It allows agents to focus on personalized customer care by handling routine inquiries, which Central Bank experienced with 80% accuracy in intent recognition by AI agents.
What is the minimum number of seats required to purchase Five9 solution packages?
Five9 solution packages typically require a minimum of 50 seats. Pricing is based on concurrent users, with additional usage-based pricing potentially applying.
Can Five9's Intelligent Virtual Agents (IVAs) be integrated with existing on-premise contact center solutions?
Yes, Five9's cloud-based Intelligent Virtual Agents (IVAs) can be easily integrated into existing on-premise contact center solutions. This allows businesses to deploy self-service options across various channels like web, chatbot, voice, SMS, or WhatsApp, and then transition live agents to the Five9 Intelligent Cloud Contact Center when ready.
Source: five9.com