Five9
6.6/10Five9 is a cloud contact center platform with AI agents, agent assist, transcription and workforce engagement for mid-size and enterprise customer service operations.
Data last updated November 2026 · Our methodology
Overview
Five9 is a cloud contact center (CCaaS) platform from San Ramon, California. It combines voice, chat, email, SMS and social messaging with a growing set of AI capabilities. Its AI layer includes voice and digital AI agents that use an orchestrator agent with specialized sub-agents to verify identity, query systems and take action. Deterministic intelligent virtual agent flows are available for compliance-sensitive journeys. Live agents get real-time transcription, AI summaries, AI Insights, Agent Assist and AI Knowledge. Supervisors can add Five9 or partner workforce engagement tools for quality management, workforce management and analytics. Pricing is per concurrent seat with a 50-seat minimum. The Digital plan costs $119 per seat per month and covers digital channels only. Core costs $159 per seat per month, covers all channels and includes 3,000 AI minutes per seat. The Plus, Pro and Enterprise tiers are quote-only, and voice, SMS, workflow automation and AI usage can add metered charges. Five9 offers CRM adapters for Salesforce, ServiceNow, Microsoft Dynamics, Zendesk and Oracle. The Salesforce integration gets the most praise from reviewers. The platform suits regulated enterprises and large outbound or blended contact centers. Its main drawback is total cost and complexity: third-party analyses estimate all-in costs of $300 to $600 per seat once add-ons are included, implementation typically takes about two months, and reviewers report call quality glitches and older Java-based admin tools.
Our Rating
Who Five9 is best for
Best software for Customer Support TeamsGood fit
Five9 is built for omnichannel contact centers, with AI agents, agent assist and workforce engagement tools.
Reviewers say it scales to very large deployments, and quote-only tiers add workforce engagement and advanced AI.
Third-party reviews cite PCI DSS support, SOC 2 Type 2 and a secure pay add-on for regulated industries.
Third-party reviews cite HIPAA coverage, and redaction and guardrails support compliance.
Less suited
The 50-seat minimum fits larger mid-market centers, but costs add up quickly.
The 50-seat minimum and roughly two-month implementation make it a poor fit for small teams.
Pros & Cons
Pros
- The Salesforce integration lets agents work inside the Salesforce interface, and reviewers call it one of the strongest CRM connectors among contact center platforms.
- Published entry prices of $119 and $159 per seat are unusually transparent for an enterprise contact center vendor.
- AI agents combine autonomous orchestration with deterministic IVA flows on one platform.
- Reviewers often praise dedicated Technical Account Managers and support.
- Reviewers say it scales to very large contact centers and cite a 99.999% uptime promise.
Cons
- The 50 concurrent-seat minimum and typical annual contracts exclude small teams.
- Third-party estimates put all-in costs at $300 to $600 per seat once add-ons are included.
- Implementation takes about two months and often requires professional services.
- Reviewers report dropped calls, audio glitches and confusing Java-based admin tools.
- Reviewers say report customization is limited.
Key Features
Five9 Pricing
Digital
- Usage charges may apply
- Per concurrent seat, 50-seat minimum
- Chat, email, SMS and social messaging; voice not included
Core
- 24/7 support
- All channels including voice
- Choice of CRM and UC adapters
- 3,000 AI minutes per bundled seat plus usage
- Blended inbound and outbound dialer, recording, geo redundancy
- Essential AI: summaries, live transcription, insights, agent assist, AI knowledge
Pro
- All channels with essential AI and workforce engagement (QM, WFM, analytics)
Frequently Asked Questions
Third-party reviews say Five9 does not offer a free trial, so buyers usually go through a sales demo.
The pricing page lists a 50 concurrent-seat minimum, and third-party reviews say contracts are typically annual.
Core includes AI summaries, live transcription, AI Insights, Agent Assist and AI Knowledge, with 3,000 minutes per bundled seat plus usage. AI agents and IVA are sold as add-ons.
Third-party reviews list adapters for Salesforce, ServiceNow, Microsoft Dynamics, Zendesk and Oracle, with Salesforce the strongest.
Third-party reviews cite PCI DSS support and HIPAA, SOC 2 Type 2, GDPR and CCPA coverage. The vendor says its AI agents include guardrails, monitoring and data redaction.
Third-party reviews say about two months, often with professional services.
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Ranked near Five9 in AI Software
See Five9 in the listFive9 is #223 in AI Software by our score.
