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Five9

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Resumen

Five9 is a cloud contact center (CCaaS) platform that handles inbound and outbound customer interactions across voice, chat, email, SMS, and social channels. It combines omnichannel routing, an agent desktop, workflow automation, analytics, and workforce engagement management with built-in generative AI for transcription, summarization, and virtual agents. Five9 is aimed at mid-market and enterprise contact centers running 50+ seats.

El problema que resuelve Five9

Enterprise contact centers juggling phone, chat, email, and SMS support typically stitch together a separate dialer, a CRM, and disconnected digital-channel tools, which fragments the agent's view of the customer. Five9 solves this by unifying voice and digital channels, routing, AI-assisted summaries, and workforce engagement management into one cloud platform tied directly into the CRM the agent already uses.

Contexto para decidir

Usa estos puntos para comprobar si el producto encaja con tu operación, no solo con la lista de funciones.

  • Precio de entrada publicado: $119 per seat / month. Confirma límites de usuarios, uso y funciones por plan.
  • Despliegue: cloud. Comprueba requisitos de seguridad, residencia de datos y acceso para todos los equipos que lo utilizarán.
  • Integraciones verificadas: Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow, Oracle Service Cloud, Microsoft Teams. Valida el sentido de sincronización y los límites del plan elegido.
  • La ficha se comprobó por última vez el 1/8/2026; los precios y las funciones pueden cambiar.

Cómo evaluar Five9

Una ficha ayuda a crear una lista corta; una prueba con el flujo real del equipo decide si la herramienta encaja. Usa esta lectura junto con los datos estructurados y confirma cualquier cambio con el proveedor.

Encaje de flujo

El registro la considera especialmente adecuada para Mid-market and enterprise teams running high call volumes needing supervisor monitoring and coaching tools, Contact centers wanting a single vendor for voice plus digital channels (chat, email, SMS, social), Organizations requiring CRM-embedded telephony (Salesforce, Dynamics, ServiceNow, Zendesk). Comprueba que ese contexto coincide con el volumen, los roles y los procesos que debe soportar tu equipo.

Preguntas del piloto

  • ¿Puede Five9 completar el flujo crítico sin trabajo manual fuera de la herramienta?
  • ¿Las conexiones registradas (Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow) cubren el sentido de sincronización, los permisos y el volumen que necesitamos?
  • ¿Qué límites de usuarios, uso, almacenamiento, soporte o seguridad aparecen después del precio inicial?

Evidencia y vigencia

Esta ficha se comprobó el 1/8/2026. La fecha indica cuándo se revisó el registro, no una garantía de que el proveedor no haya cambiado sus condiciones después.

Ideal para

  • Mid-market and enterprise teams running high call volumes needing supervisor monitoring and coaching tools
  • Contact centers wanting a single vendor for voice plus digital channels (chat, email, SMS, social)
  • Organizations requiring CRM-embedded telephony (Salesforce, Dynamics, ServiceNow, Zendesk)

No encaja si

  • Small businesses under the 50-seat minimum, since Five9 isn't priced or packaged for small teams
  • Buyers wanting fully transparent pricing across all tiers, since only the two entry tiers are published

Por qué está listada

  • Established CCaaS vendor (founded 2001) named a Leader in G2's Fall 2025 Enterprise Contact Center Grid Report
  • Broad prebuilt CRM/UC integration ecosystem spanning Salesforce, Microsoft, Oracle, ServiceNow, and Zendesk
  • Full compliance stack (SOC 2 Type 2, HIPAA, PCI DSS Level 1, GDPR) suitable for regulated enterprise buyers

Precios

Digital

$119 per seat / month

Digital-only channels (chat, email, SMS/MMS, social messaging) with AI summaries, live transcription, and agent assist.

  • Chat, email, SMS/MMS, social messaging
  • AI summaries and live transcription
  • Agent assist and AI knowledge
  • Agent desktop
  • Workflow automation

Core

$159 per seat / month

Adds full voice capability on top of the Digital tier's channels and AI features.

  • Blended inbound/outbound voice
  • All Digital-tier channels
  • Dialer
  • Call recording
  • Analytics

Plus

Custom pricing

All channels with advanced AI capabilities; contact sales for pricing.

  • All voice and digital channels
  • Advanced AI capabilities
  • Custom quoted pricing

Pro

Custom pricing

All channels with AI essentials plus Workforce Engagement Management (WEM).

  • All voice and digital channels
  • AI essentials
  • Workforce Engagement Management

Enterprise

Custom pricing

All channels with the most advanced AI and full WEM suite for large deployments.

  • All voice and digital channels
  • Advanced AI
  • Full WEM suite

Funciones

AI featuresGenerative AI summaries, live transcription, AI knowledge, Intelligent Virtual Agent, and AI Agents; 3,000 AI minutes bundled per seat with usage-based overage.
Public APIDocumented APIs and SDKs for building custom integrations beyond the prebuilt CRM/UC adapters.
Reporting & dashboardsReal-time and historical reporting on handle time, hold time, ACW, and agent productivity; a frequently cited strength in reviews.
Mobile appSupervisor and agent mobile access exists but is less commonly highlighted than the desktop agent experience.
Shared inbox & ticketingEmail and social messaging are routed through the omnichannel queue rather than a traditional shared-inbox UI.
Live chat & messagingIncluded in Digital and higher tiers as one of the core digital channels.
Knowledge base & help centerAI Knowledge feature surfaces answers to agents during interactions.
Omnichannel supportVoice, chat, email, SMS/MMS, and social messaging unified in one routing and agent desktop experience.
Automation & macrosWorkflow automation is included across all published tiers.
CSAT & satisfaction surveysPost-interaction survey capability exists via workflow automation and partner integrations rather than a dedicated standalone CSAT module.
SLA managementAvailable through workflow/routing rules and reporting rather than a dedicated SLA-tracking module.

Integraciones

SalesforceZendeskMicrosoft Dynamics 365ServiceNowOracle Service CloudMicrosoft TeamsZoomRingCentralVerintCalabrioSlackHubSpot

Seguridad y cumplimiento

SOC 2 Type 2ISO/IEC 27001PCI DSS Level 1HIPAAGDPRCSA STAR

Pros y contras

Pros

  • Strong real-time and historical reporting on handle time, hold time, and agent productivity
  • Predictive dialing and workflow automation features are considered standouts
  • Deep integration with Microsoft Teams and major CRMs reduces agent app-switching
  • Responsive technical support, per multiple reviewer reports

Contras

  • Call quality issues reported, including audio lag and occasional dropped calls
  • Some users report software crashes and login/authentication problems
  • Reporting/analytics can be slow to populate or export, and some reviewers find analytics limited
  • Outbound-calling features like spam mitigation and answering machine detection are seen as weak

Qué muestra el registro

4.2/5
481 reviews agregadasÚltima comprobación 2026-08-01
G2 ↗Capterra ↗TrustRadius ↗

Reviewers on G2 and Capterra consistently praise Five9's real-time reporting, predictive dialing, and ease of onboarding for high-volume call centers, while recurring complaints center on call quality glitches, occasional software crashes/login issues, and gaps in outbound-calling features like answering machine detection.

Resumen y puntuación agregados de plataformas públicas de reseñas. Enlazamos a las reseñas originales en lugar de reproducirlas — lee la fuente antes de decidir.

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