Five9 vs. Nextiva: Head-to-Head Comparison

Summary: Five9 is a CCaaS provider while Nextiva offers both UCaaS and CCaaS plans. Five9’s platform has a lower starting price than Nextiva Enterprise, but Five9 is not transparent with any plans beyond its starter “Digital/Core” plan.

Five9 and Nextiva both combine omnichannel contact center functionality with advanced real-time analytics, self-service tools, and workforce management tools like schedule forecasting and shift swaps. Five9 excels in customizability thanks to over 120 reporting templates, 5 different auto dialing modes, and lots of chatbot options, while Nextiva has a better video conferencing platform and offers more website management tools such as breadcrumbs and secure payment assist.

How We Compared Five9 and Nextiva

We used the following criteria to compare Nextiva and Five9:

• Pricing+value: We compared the pricing plans of Five9 with Nextiva’s enterprise plans, which include contact center functionality
• Customer support: We evaluated the effectiveness of each provider’s support team and looked at hours of operation, available channels, and premium support plans
• Security+reliability: We tested the security and reliability of each platform looking specifically for points of presence, encryption, redundancy, uptimes, compliance certifications, etc.
• Innovative AI-powered features: We compared the advanced features of the two providers specifically looking for features that leveraged GenAI, NLP and machine learning to simplify workflows and offer deep insights
• Communication channels: We looked at what communication channels were included with each platform such as voice, email, SMS/MMS, social media messaging, web forms, etc.
• Reporting + Analytics: We compared the analytics tools for each solution and looked at what features were available such as templates, real-time analytics, AI-powered insights, automated alerts, etc.
• Integrations: We evaluated the variety and depth of integrations available for each platform

Five9 vs Nextiva: At A Glance

Five9 vs Nextiva Pricing and Plans

Summary: While Five9’s most affordable plan ($119/user/month) is cheaper than Nextiva’s lowest pricing tier ($129/user/month), Nextiva offers more transparent pricing than Five9. Five9 and Nextiva both offer voice-only, digital-only, and omnichannel contact center solutions, adding WFM and extensive analytics on higher pricing tiers. Five9 doesn’t list pricing for its upper tier plans, while Nextiva’s most expensive plan is $199/user/month.

Five9 Pricing

Five9 has 4 pricing plans starting at $119 per user, per month for a voice-only or digital-only plan. Upper tier plans combine both voice and digital functionality with advanced workforce engagement tools and analytics. Five9 no longer lists pricing for its Premium, Optimum, and Ultimate plans, but in the past these plans have ranged from $169-$229 per user, per month.

For more information, please see our Five9 pricing guide.

Nextiva Pricing

Nextiva offers three enterprise plans ranging from $129 to $199 per user, per month. All plans support inbound and outbound calling with omnichannel functionality, advanced AI bots, workforce management, and advanced analytics available on upper tier plans.

For more information, please see our detailed Nextiva pricing guide.

Five9 vs Nextiva: CCaaS Features

Summary: Five9 and Nextiva both provide key blended contact center features like intelligent IVR, unified dashboards, agent assist, automated call transcription, AI-powered interaction summaries, and web callback. While both solutions offer automated dialing, Five9 includes more auto dialing modes such as Power, Preview, and TCPA compliant auto dialing. On the other hand, Nextiva offers more website tools than Five9 with breadcrumbs and a secure payment module.

The Five9 agent interface is equipped with CRM and knowledge base-integrated screen pops that show essential customer data on agent screens during live interactions. Agents can view order history, current support tickets, notes from other agents, and customer location without app switching. Nextiva’s screen pops also display customer experience score, last interaction sentiment, and last survey score.

Both Nextiva and Five9 offer advanced IVR systems with speech recognition, web callback options, and automatic routing based on skill groups, priority, or time-of-day.

Five9 and Nextiva users can set up omnichannel and automated proactive notifications for appointment reminders, delivery and payment notifications, subscription renewal reminders, customer surveys, and more.

Five9’s auto dialer includes 5 different modes: predictive, progressive, power, preview, and TCPA compliant. Nextiva, on the other hand, only includes quarterback, progressive, and predictive dialing.

Five9 vs Nextiva: Video Conferencing

Summary: Nextiva and Five9 both include video chat capabilities but they serve different purposes. Five9 video is made for 1:1 video calls between agents and customers to assess technical issues, verify identity, etc., while Nextiva has a basic video conferencing platform for up to 250 participants.

Five9 video chat is built to connect agents and customers, not to host large internal meetings. Five9 customers and agents can initiate a 1:1 video chat with screen sharing, annotation, file/image sharing, and ID or barcode scanning.

Nextiva lets up to 250 participants meet for an unlimited amount of time, plus record and store video meetings for up to 90 days. Features include screen sharing, in-meeting chat, host controls, and calendar syncing.

Five9 vs Nextiva: Self-Service Capabilities

Summary: Five9 and Nextiva both provide voice/digital intelligent virtual agents trained on integrated knowledge base content, past customer conversations, and more. Five9 offers IVAs as a paid add-on. Nextiva includes basic chatbots for all CCaaS users and advanced chatbots for Professional and Premium users.

Five9 intelligent virtual agents provide 24/7/365 service to your customers via voice, text, and webchat. Five9’s IVAs leverage conversational AI so that customers can ask questions and receive responses in natural language. IVAs can access data from CRMs, company knowledge bases, and the internet. Five9 also includes a library of drag-and-drop apps and functions for further IVA customization.

Nextiva also offers IVAs, but calls them “chatbots”. Despite the name, Nextiva chatbots can be deployed across channels including voice calling, the company website, Facebook, and WhatsApp. As with Five9, Nextiva chatbots interact with customers using natural language, learn from every interaction (machine learning), and escalate to human agents as needed.

Both Nextiva and Five9 let users automate proactive notifications for customers such as appointment reminders and requests for payment.

Five9 vs Nextiva: Analytics

Summary: Nextiva and Five9 both include advanced real-time reporting and analytics with AI-driven insights, multiple ways to view data, pre-made reporting templates, and custom alerts. Nextiva uniquely analyzes information from review websites, while only Five9 offers queries and ad hoc analysis.

Five9 includes essential QM analytics on all plans above the Digital/Core plan. These analytics tools monitor key real-time metrics such as the number of active, missed, and queued calls, and available agents.

Five9’s advanced interaction analytics includes trend and root cause analysis, automated agent performance scoring, AI-driven speech and text analysis, and automatic topic identification. Supervisors can also ask specific questions about the data and get instant answers through ad hoc analysis.

Nextiva does not include ad hoc analysis like Five9, but it does provide customizable and pre-built reporting templates that display omnichannel data.Like Five9, Nextiva offers real time reporting with trend and keyword analysis, plus conversion rate monitoring and sentiment analysis. Unlike Five9, Nextiva also analyzes data from review websites like Yelp and Google.

Five9 vs. Nextiva: Workforce Engagement

Summary: Both Five9 and Nextiva include WFM and WEM tools in upper tier pricing plans with features like scheduling and shift swapping, but Five9 WFM is more flexible thanks to its desktop and mobile agent portal. Five9 also includes more gamification features than Nextiva, such as game simulation and reward systems.

Five9’s workforce management platform is feature-rich and includes automated scheduling, adherence tracking, and multiskill/multichannel forecasting. Agents access a WFM portal on desktop or mobile devices where they can request changes, bid on schedules, set up notifications and view their work schedule.

Nextiva also allows for automated scheduling, shift bidding, forecasting, and real-time monitoring. Unlike Five9, Nextiva has limited WFM access on the mobile app.

Both Nextiva and Five9 offer intraday scheduling flexibility that will adapt call routing to agent availability. Both platforms also offer gamification tools such as agent ranking, goal setting, and real-time performance reports. However, Five9 gamification is more robust than Nextiva with simulated games, custom avatars, and flexible rewards.

Video Comparison

Five9 vs Nextiva: Which Provider Should You Choose?

Here’s a look at the ideal use cases for Five9 and Nextiva.

Five9 and Nextiva Alternatives

Five9 and Nextiva are both solid choices for companies that need a user-friendly CCaaS platform with WFM and multiple communication channels. However, there are many SaaS providers that excel where these two fall short.

• For a CCaaS provider that has a robust video conferencing platform as well as top notch security, RingCentral or Zoom are good options to look into.
• For SMBs, Dialpad and OpenPhone offer more affordable contact center solutions.
• For enterprises, 8x8 and GoTo Connect are highly reliable, scalable, and secure systems packed with contact center features.