One of the most mature and widely deployed cloud contact center platforms. Five9 has been building CCaaS since 2001 and it shows. Deep inbound and outbound capabilities, strong CRM integrations, and a track record at mid-market and enterprise scale.
Five9 is the platform we recommend most often for mid-market contact centers (50–500 agents) that need proven inbound and outbound capabilities, deep Salesforce or ServiceNow integration, and a vendor with a long track record of delivering on enterprise SLAs. It is not the flashiest platform. Talkdesk and NICE have invested more heavily in AI-first marketing. But Five9 consistently delivers in production environments where reliability and CRM integration depth matter most.
| Capability | Five9 Digital + CX Suite |
|---|---|
| Inbound call routing (ACD) | Full skills-based, priority-based, time-of-day routing |
| Outbound dialing | Predictive, progressive, and preview dialer (all modes) |
| Omnichannel (chat, email, SMS, social) | Digital + CX Suite tier |
| IVR / Visual IVR | Advanced IVR with DTMF and natural language |
| Call recording | All tiers |
| Screen recording | Available |
| Quality management | Full QM suite with scoring, calibration, and coaching |
| Workforce management | Built-in Five9 WFM or Verint/Calabrio integration |
| AI agent assist | Five9 Genius AI with real-time guidance and transcription |
| Virtual agent (AI self-service) | Five9 Intelligent Virtual Agent (IVA) |
| Salesforce integration | Native CTI (deepest Salesforce integration in CCaaS) |
| ServiceNow / Zendesk | Pre-built integrations available |
| Reporting and analytics | Real-time and historical; customizable dashboards |
| HIPAA / SOC 2 | Yes |
| Uptime SLA | 99.999% |
Five9 does not publish standard pricing. Rates depend on agent count, channels required (voice-only vs. full digital), WFM inclusion, and contract length. Bridgepointe negotiates Five9 contracts regularly and can get you to real numbers faster than going direct. Illustrative ranges: $100–$175/agent/mo for voice + digital + QM at mid-market scale, before WFM and AI add-ons.
Don’t pay list price. Contact-center pricing is heavily negotiable. Quoting through us, you can generally expect 30%+ off initial list proposals.
We'll scope your requirements, get you to real pricing, and compare Five9 against the right alternatives for your environment.
Five9 pricing starts at approximately $175/agent/month for the Digital plan, ranging up to $325/agent/month for the Ultimate plan. Custom enterprise pricing is available for large deployments with 100+ agents.
Yes. Five9 has some of the strongest outbound dialing capabilities in the CCaaS market, including predictive, progressive, and power dialing modes. It was originally built as an outbound platform and has maintained that strength.
Both are enterprise-grade CCaaS platforms. Five9 is generally considered easier to deploy and has stronger outbound capabilities. NICE CXone has the largest market share, deeper workforce management, and more advanced AI analytics.