Five9 Pricing, Plans, Features & UX: A Complete Review

Five9 is a cloud-focused contact center platform that offers world-class and comprehensive CCaaS solutions forged with a robust array of advanced AI capabilities. It is currently trusted by thousands of organizations around the world for a reason.

This scalable platform stands out for its implementations of omnichannel customer engagement, workforce optimization tools, intelligent virtual agents, and AI-powered analytics which ultimately aid businesses as they transform their customer experience operations towards a more proactive and engaging way.

This comprehensive guide covers Five9’s products, their pricing structures, core features, available integrations, security protocols, and more to help you determine if Five9 is the right fit for your contact center.

• Bundle Pricing
• Cloud Contact Center
• Genius AI Suite
• Workforce Engagement
• Pros and Cons
• Integrations
• Security
• Customer Service
• Who Should Use Five9?

Overview of Five9 Products

Five9 is a well-developed and integrated suite of contact center solutions designed to work together in tandem, here are the core offerings that serve as the backbone to the system:

• Five9 Intelligent Cloud Contact Center: Core CCaaS platform providing inbound and outbound voice, digital channels, intelligent routing, IVR, ACD, and comprehensive contact center management tools
• Five9 Genius AI: Advanced artificial intelligence suite featuring AI Agents, Agent Assist, AI Summaries, AI Insights, and AI Knowledge to automate routine tasks and empower human agents
• Five9 Workforce Engagement Management (WEM): Tools for quality management, workforce management, interaction analytics, performance management, and agent coaching to optimize workforce productivity
• Five9 Agentic CX: A bedrock for emerging agentic AI capabilities that enable AI systems to reason, decide, and take action autonomously while maintaining overwhelming human oversight

We'll explore each of these products by examining key capabilities, looking into pricing information, and pointing out some use cases to help you comprehend which solutions align best with your requirements.

Five9 Solution Bundles and Pricing

Five9 has restructured its pricing model around five straightforward solution bundles that provide flexibility in choosing AI capabilities, CRM adapters, and workforce engagement tools. All bundles require a minimum of 50 concurrent user seats.

Pricing Overview

Five9 offers five primary bundles with transparent pricing for the entry-level tiers:

All pricing is based on concurrent users (the maximum number of agents logged in simultaneously) rather than named users, allowing for wider flexibility in shift-based operations. Do note that usage-based pricing may apply for certain features.

What's Included Across All Bundles

Every Five9 bundle generously includes these foundational capabilities with each offering, even the entry-level Digital tier:

• Voice Capabilities: Virtual contact center seat with Agent Desktop Plus, geo redundancy, SRTP encryption, call recording, ACD, IVR, dialer, reporting, and queue management
• Blended Operations: Support for both inbound and outbound interactions
• Recording: Comprehensive interaction recording across channels
• 24/7 Support: World-class customer support available around the clock
• Choice of Adapters: Select from CRM adapters (Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Oracle) or UC adapters (Microsoft Teams, Zoom, RingCentral, etc.)

Digital Bundle ($119/seat/month)

The Digital bundle focuses exclusively on digital engagement channels, making it ideal for organizations that handle customer interactions primarily through non-voice channels.

Included Channels:

• Chat
• Email
• SMS/MMS (usage charges apply)
• Social Messaging (usage charges apply)

AI Capabilities (3,000 minutes per bundled seat plus usage):

• AI Summaries for automatic interaction summarization
• Live Transcription across digital channels
• AI Insights for analytics and trend identification
• AI Agent Assist for real-time agent guidance
• AI Knowledge for intelligent information retrieval

Other Features:

• Blended inbound/outbound operations
• Agent Desktop Plus interface
• Geo redundancy for reliability
• Interaction recording
• Choice of one CRM or UC adapter
• Choice of one Workforce Engagement vendor (Five9, Verint, or Calabrio) when WEM seats exceed concurrent seats

Core Bundle ($159/seat/month)

The Core bundle adds full voice capabilities to the digital channels, providing true omnichannel support for contact centers.

All Digital Bundle Features Plus:

• Voice: Gain access to a complete VoIP calling infrastructure with unlimited concurrent capacity to bolster your digital channels and accommodate callers
• Full Omnichannel Support: With the addition of voice, you can now stake claim a true omnichannel operation where voice, chat, email, SMS/MMS, and social messaging come together all in one unified platform

This bundle is ideal for contact centers needing comprehensive channel support with essential AI features at a predictable monthly cost.

Plus Bundle (Contact Sales for Pricing)

The Plus bundle elevates AI capabilities to advanced levels while maintaining all channel support.

All Core Bundle Features Plus:

• Advanced AI Features: Enhanced AI capabilities beyond the essential tier (aspects like AI Agent Assist and AI Knowledge)
• Workflow Automation: Advanced process automation with multi-event triggers and business rules
• Enhanced Analytics: Deeper insights and more sophisticated reporting options

Pro Bundle (Contact Sales for Pricing)

The Pro bundle combines all channels with essential AI and a complete Workforce Engagement Management solution.

All Core Bundle Features Plus:

• Full WEM Suite: Quality management, workforce management, and analytics on a named-user basis
• Performance Management: Comprehensive tools for monitoring and improving agent performance
• Interaction Analytics: Advanced analysis of 100% of customer interactions

Enterprise Bundle (Contact Sales for Pricing)

The Enterprise bundle represents Five9's most comprehensive offering with advanced AI and complete WEM capabilities.

All Pro Bundle Features Plus:

• Advanced AI: Full suite of sophisticated AI features including advanced AI Agents that go past any capabilities demonstrated in other tiers
• Enhanced WEM: Premium workforce engagement tools with advanced analytics
• Enterprise Features: Custom configurations, advanced integrations, and dedicated support
• Full Platform Access: Complete access to all Five9 capabilities and features

Five9 Cloud Contact Center

Five9's core platform puts forth a real infrastructure for running customer-first, cloud-based contact centers with support for inbound, outbound, and blended operations across multiple channels. Below are some of the core features that form the contact center:

Omnichannel Support

Five9 supports customer interactions across all major channels:

Voice

Inbound and outbound calling is made available with advanced telephony, automatic call distribution, skills-based routing, and IVR capabilities. Five9's global voice infrastructure even fosters a chance for your operations in multiple countries to fortify a local presence using numbers.

Digital Channels

All channels are managed through a unified agent desktop, providing complete conversation history and context regardless of how customers choose to engage. Here’s a few ways it can accomplish that:

• Live chat with web integration
• Email management with intelligent routing
• SMS and MMS messaging
• Social media messaging (think WhatsApp, Facebook Messenger, Instagram, and X/Twitter)
• Video chat for visual support
• Mobile app messaging

Intelligent Routing and IVR

Five9's routing engine uses AI and business rules to connect customers with the most appropriate agents:

• Skills-based routing: Matches customers to agents with specific expertise
• Priority routing: Handles VIP customers or urgent issues first
• Relationship-based routing: Routes returning customers to agents they've worked with previously
• Omnichannel routing: Consistently routes logic across all channels
• Predictive behavioral routing: Leverages AI to predict the best agent for each interaction

The IVR system provides conversational self-service with support for 72 languages, DTMF and speech recognition, and visual IVR for mobile users. Five9 Inference Studio provides a drag-and-drop interface to allow even your least tech-savvy staff to create sophisticated IVR flows all without coding.

Agent Desktop Plus

The unified agent interface consolidates all tools agents need:

• Omnichannel interaction management all contained within one simple screen
• Real-time customer information and CRM screen pops
• Conversation history across all channels
• Access to knowledge bases and scripts
• Real-time AI assistance and recommendations
• One-click call controls and channel switching
• Integrated softphone functionality

Recording and Compliance

Five9 provides comprehensive recording capabilities like the following to ensure that agents are conducting the best service without cutting costly corners that risk data breaching or customers feeling violated:

• Unlimited call recording with on-demand and automatic modes
• Screen recording for quality assurance and training
• Recording data protection for PCI and HIPAA compliance
• Long-term storage with configurable retention policies
• Searchable recording libraries with metadata tagging

Platform Administration

The Five9 Admin Console makes quick work of complex functions that may hamper existing contact center management:

• User and role management with granular permissions
• Campaign configuration and management
• Business hours and holiday scheduling
• Custom call flows and routing rules
• System configuration and settings

Administrators have full access to managing their complex, multi-site operations all from a single interface. This is bolstered even further with the ability to configure settings globally or by individual location to create full granular control.

Five9 Genius AI Suite

Five9 Genius AI represents the company's comprehensive artificial intelligence framework, powered by the Agentic Experience Engine and built on partnerships with leading AI providers including IBM Watson.

AI Agents

Five9 AI Agents are truly autonomous customer service tools that span across voice and digital channels to take on routine inquiries and even pitch in for the complex tasks you need done, all done with little to no human intervention.

Key Capabilities:

• Informational Interactions: Answer common questions using knowledge bases and enterprise data
• Actionable Interactions: Complete tasks like appointment scheduling, order status checks, and account updates
• Agentic Interactions: Reason through multi-step processes and make decisions to resolve complex issues

AI Agents all combine fundamental technologies such as natural language processing, intent detection, and entity extraction. This is done to properly understand customer needs and formulate accurate responses that get to the heart of the issue fast and prevent customer repetition and frustration. The system supports both conversational and scripted interactions depending on the use case.

AI Agent Assist

Your human agents will get an immediate boost using AI Agent Assist, these intelligent copilots offer up the following abilities as your agents work through their daily piles of customer interactions:

• Live Transcription: Automatic speech-to-text conversion during calls, providing agents with a written record of the conversation as it happens. Transcription is available in multiple languages with high accuracy
• Next-Best Actions: AI analyzes the conversation in real time and suggests optimal responses, relevant knowledge articles, and recommended actions based on context
• Sentiment Analysis: Monitors customer emotions throughout the interaction, alerting supervisors when negative sentiment is detected so they can intervene if needed
• Real-Time Coaching: Displays guidance cards with tips, reminders, and best practices during calls based on what's being discussed

AI Summaries

The human element of interactions leaves much room to forget smaller detail-oriented information that may prove crucial to solving long-standing issues. AI summaries of customer interactions provide the following key benefits:

• Post-call/post-chat AI-generated summaries with key points, action items, and outcomes
• Customizable summary formats by channel or interaction type
• Integration with CRM systems to automatically log interaction details
• Time savings by eliminating manual note-taking and after-call work

Managers can even use existing AI Summaries to skim and flag agent performance without auditing full recordings to save time and quickly spot-check coaching opportunities and trends across a wide field of available intelligence.

AI Insights

AI Insights aids your contact center leaders as they navigate forming truly data-driven decisions about how they handle staffing, training, process improvements, and product/service enhancements. Advanced analytics like the following below are critical to continual improvements:

• Interaction Analytics: Analyze 100% of customer interactions to identify trends, common issues, and improvement opportunities
• Speech Analytics: Detect keywords, phrases, and patterns in voice conversations
• Text Analytics: Analyze chat, email, and social media interactions for sentiment and themes
• Predictive Analytics: Forecast future trends and customer behaviors based on historical data
• Root Cause Analysis: Identify underlying issues driving customer contacts

AI Knowledge

Having the information stack is pointless if there's no way to sift through and manage what exactly matters when and why. Let AI-driven knowledge management do the following to ensure your agents have access to what matters when needed most:

• Unified access to enterprise knowledge across multiple sources
• Automatic content updates and relevance scoring
• Multi-source search across documents, wikis, FAQs, and databases
• Answers that cite sources for verification and trust

Five9 Workforce Engagement Management (WEM)

Five9 WEM provides a robust toolkit to boost agent performance, improve service quality, and reduce operational costs through better workforce planning and engagement.

Workforce Management (WFM)

Optimize your existing staffing levels with data-driven forecasting and scheduling, providing a true work-life balance experience for workers while optimizing for your bottom-line. Features include:

• Multi-channel Forecasting: Predict interaction volumes across voice, chat, email, and other channels
• Multi-skill Forecasting: Account for agents with varied skill sets and capabilities
• Automated Scheduling: Generate optimized schedules that balance business needs with agent preferences
• Real-time Adherence: Monitor whether agents are following their schedules
• Intraday Management: Make dynamic adjustments as conditions change throughout the day
• Shift Bidding: Allow agents to bid on preferred shifts, improving satisfaction and retention

Quality Management (QM)

It needs to be a mission statement that you're actively working to improve agent performance systematically, the quality management suite of features through Five9 allows so by offering the following:

• Automated Call Scoring: AI evaluates 100% of interactions based on customizable criteria
• Manual Quality Reviews: Supervisors can review and score interactions
• Customizable Evaluation Forms: Create scorecards aligned with your quality standards
• Agent Self-Assessment: Enable agents to evaluate their own performance
• Calibration Sessions: Ensure consistency in scoring across evaluators
• Performance Tracking: Monitor quality trends over time by agent, team, or organization

Five9's Agentic Quality Management is fully transparent and even parses through a total and 100% range of your existing customer interactions automatically, providing your team with insights that support agent performance.

Five9 Pros and Cons

Based on recent customer reviews and analyst assessments, here’s what we found to be the biggest pros and cons regarding Five9 as a platform:

Five9 Integrations

Five9 provides extensive integration capabilities to connect with existing business systems (so as to ensure you don't have much legwork to work with your tried-and-true solutions you like) and extend the platform's functionality.

CRM Integrations

Five9 thinks of everything even having pre-built integrations with leading CRM platforms include the following major providers that businesses have come to trust into their ecosystems:

• Salesforce: Screen pop, click-to-dial, automatic activity logging, custom object support
• ServiceNow: Unified interaction handling with real-time transcription and AI integration (Five9 Fusion for ServiceNow)
• Microsoft Dynamics 365: Native integration with full CTI capabilities
• Zendesk: Ticketing integration with customer context
• Oracle: CRM and service cloud connectivity

UC Integrations

Five9 even offers seamless connectivity with these major unified communications platforms:

• Microsoft Teams: Make and receive calls through Teams interface
• Zoom: Integrate contact center capabilities with Zoom communications
• RingCentral: Connect Five9 to RingCentral voice infrastructure
• AT&T Office@Hand: Integration for AT&T UC customers

Five9 Security and Compliance

Five9 maintains enterprise-grade security standards and regulatory compliance to ensure that its customers feel blanketed by cut and dried security standards that meet the mettle of growing requirements and regulatory demands.

Certifications and Compliance

Below are some of the different certifications and compliance requirements that Five9 meets and then some:

• SOC 2 Type II: Independently audited security controls
• HIPAA Compliance: Business Associate Agreements available for healthcare organizations
• HITRUST Certification: Healthcare security framework certification
• PCI DSS: Payment card industry compliance for secure payment handling
• GDPR: EU data protection regulation compliance
• ISO 27001/27017-18: International security standards certification
• FedRAMP: Authorization for U.S. government agencies

Security Features

On top of the labels and certifications, Five9 proactively shields its customers with proprietary technologies and basic security fundamentals not limited to:

• Data Encryption: TLS encryption for data in transit, encryption at rest for stored data
• Network Security: Firewalls, session border controls, DDoS protection
• Access Controls: Role-based permissions, multi-factor authentication, single sign-on
• Monitoring: 24/7 security operations center, real-time threat detection
• Disaster Recovery: Geo-redundant infrastructure with automatic failover

Five9 Customer Support

Five9 provides comprehensive support to ensure customer success through the following tiers of support that rise as you go higher up their plans:

• Standard Support: Included with all plans, provides 24/7 access to technical support via phone, email, and web portal. Response times vary based on how severe issues are
• Premium Support: Available with Enterprise bundle or as an add-on, includes faster response times, dedicated support engineers, and escalation paths to senior technical resources
• Technical Account Manager (TAM): Gain a truly dedicated expert who serves as your main point of contact for strategic guidance, optimization recommendations, and issue resolution

Who Should Use Five9?

Five9 is particularly well-suited for certain types of organizations and use cases. Their array of products means there are solutions for businesses of all sizes, from small startups to enterprise-level contact centers.

Best for:

• Mid-Market and Enterprise Contact Centers: Five9's comprehensive feature set and scalability make it ideal for organizations with 50 or more agents and complex requirements
• Regulated Industries: Strong compliance capabilities (HIPAA, PCI DSS, FedRAMP) make Five9 appropriate for healthcare, financial services, and government organizations
• Organizations Prioritizing AI: Companies looking to leverage artificial intelligence for automation, agent assistance, and customer insights will benefit from Five9's extensive AI capabilities, even the baseline features are in a different league from most competitors higher offerings
• Growth-Pursuant Companies: Organizations expecting to scale their contact center operations will appreciate Five9's flexible pricing and ability to add capacity quickly

Industries Using Five9:

• Healthcare: Telehealth providers, medical billing, health insurance, patient scheduling, and care coordination are just a taste of what Five9 can do for healthcare providers
• Financial Services: Banks, credit unions, investment firms, insurance companies, debt collection, and fintech companies all trust Five9
• Retail and E-Commerce: Customer service, order management, technical support, and loyalty programs can all be conducted and constructed using Five9’s robust backbone
• Business Process Outsourcing: Third-party contact centers managing operations for multiple clients trust Five9
• Technology and SaaS: Firms can bet on offering a mix of technical support, customer success, and sales operations through Five9
• Travel and Hospitality: Big hoteliers and travel companies conduct reservations, customer service, loyalty programs, and booking management all using Five9
• Education: Campuses with needs not limited to admissions, student services, alumni relations, and administrative support rely on Five9