Five9
Five9, Inc.
"Intelligent CX Platform - The New CX starts here"
Five9 Intelligent Cloud Contact Center is a cloud-native, enterprise-grade contact center platform that empowers organizations to deliver seamless, AI-powered customer experiences across voice, email, chat, SMS, and social channels. The platform combines AI-driven automation, omnichannel engagement, workforce management, and real-time analytics to help contact centers improve customer satisfaction, agent productivity, and operational efficiency at scale.
Overview
Pricing Plans
Pricing Model: Per concurrent user/month with long-term contract; volume-based pricing with minimum user requirement
What's Included
- Chat, Email, SMS/MMS, Social Messaging (omnichannel without voice)
- 24/7 technical support
- Agent desktop with unified conversation view
- Geographical redundancy and high availability
- Intelligent routing
- Real-time reporting dashboards
- Integration with CRM systems
What's Included
- Voice-only channel with auto dialer
- Predictive and power dialer capabilities
- Call recording and transcription
- IVR/IVA capabilities
- Workforce management forecasting
- Real-time dashboards
- Skills-based routing
What's Included
- Voice, Email, Live Chat channels
- Essentials Quality Management tools
- Interaction recording and analysis
- Speech analytics across channels
- Sentiment analysis and compliance monitoring
- Advanced workforce engagement management
- Specialized coaching and QA tools
What's Included
- Blended contact center capabilities (voice and digital)
- Workforce management with gamification
- Intraday staffing adjustments
- Agent self-service scheduling portal
- Proactive notifications and alerts
- Advanced reporting and forecasting
- Remote and in-house agent support
What's Included
- All features from lower tiers
- Advanced workflow automation
- Interaction analytics with AI
- Omnichannel engagement suite
- Advanced compliance monitoring
- Custom integrations and APIs
- Dedicated technical account management
- Priority support
- Custom reporting and dashboards
- Global deployment support
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Key Features
Unified interface for voice, email, SMS/MMS, chat, social messaging (Facebook, Twitter, WhatsApp), and video interactions enabling agents to serve customers across all channels from a single dashboard.
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AI-powered automatic call distribution routes customer interactions to the best-qualified agent based on skills, capacity, customer history, and context, improving first-call resolution and customer satisfaction.
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Real-time AI guidance provides agents with knowledge articles, product information, compliance reminders, and next-action recommendations during customer interactions, reducing average handle time and improving adherence to scripts.
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AI-driven analysis of voice and digital interactions detects customer sentiment, emotion, intent, and compliance violations in 28+ languages, enabling quality assurance, coaching, and root-cause analysis across interactions.
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Automated forecasting, scheduling, adherence tracking, and intraday adjustments optimize staffing levels, improve schedule adherence, and align agent availability with customer demand patterns to meet service level agreements.
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Natural language processing-powered self-service solution handles routine customer inquiries, processes transactions, and escalates complex issues to live agents with full context transfer, deflecting 30-65% of routine requests.
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Automated recording, transcription, scoring, and evaluation of customer interactions across all channels with compliance monitoring, automated quality scoring, and coaching tools to ensure adherence to regulations and business standards.
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Advanced outbound dialing modes automatically dial multiple numbers while connecting only answered calls to available agents, maximizing agent productivity and call completion rates for outbound campaigns.
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Customizable dashboards provide supervisors and managers with real-time visibility into agent activity, call queues, performance metrics, service levels, and KPI tracking with drill-down capabilities for detailed analysis.
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Seamless integration with Salesforce, ServiceNow, Microsoft Dynamics, and Oracle delivers customer data to agents instantly upon call arrival, enabling personalized interactions and faster resolution.
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100% recording and transcription of voice interactions and screen capture for compliance, training, and quality monitoring with searchable transcripts, encrypted storage, and retention management.
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Integration with knowledge base solutions enables agents to quickly access relevant help articles, FAQs, and product information within the contact center interface, speeding resolution and consistency.
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What Makes It Stand Out
- 1
Gartner Magic Quadrant Leader for 8 consecutive years (2025) - recognized for completeness of vision and execution ability in cloud contact center market
- 2
Enterprise-grade AI platform with Five9 Genius AI delivering real-time agent assistance, speech analytics, and intelligent automation reducing handle times by 12.7% and improving quality scores
- 3
Robust omnichannel platform integrating voice, email, SMS, chat, and social messaging with native Salesforce and ServiceNow integrations (Five9 Fusion) for seamless agent workflows
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Advanced workforce management capabilities with AI-driven forecasting, schedule bidding, and intraday management optimizing staffing efficiency and agent satisfaction
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High-scale infrastructure supporting 3,000+ enterprise customers and 3+ billion customer interactions annually with proven reliability and 99.999% uptime commitment (five nines)
API Access Available
San Ramon, California, USA
1,500+
150+ countries; headquartered in North America with strong presence in Europe and Asia-Pacific
- Gartner Magic Quadrant Leader for Contact Center as a Service - 2025 (8th consecutive year)
- Gartner recognition for Completeness of Vision and Ability to Execute
- ISO 27001:2022 certified for Information Security
- SOC 2 Type 2 compliant
- PCI DSS 4.0 Level 1 Service Provider certification