Audyense
Five9
Customer Support · www.five9.com
Overview
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.
The problem Five9 solves
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.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $119 per seat / month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow, Oracle Service Cloud, Microsoft Teams. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 8/1/2026; pricing and features can change.
How to evaluate Five9
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for 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). Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Five9 complete the critical workflow without manual work outside the product?
- Do the recorded connections (Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 8/1/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- 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)
Not a fit if
- 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
Why it’s listed
- 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
Pricing
Digital
$119 per seat / monthDigital-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 / monthAdds 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 pricingAll channels with advanced AI capabilities; contact sales for pricing.
- All voice and digital channels
- Advanced AI capabilities
- Custom quoted pricing
Pro
Custom pricingAll channels with AI essentials plus Workforce Engagement Management (WEM).
- All voice and digital channels
- AI essentials
- Workforce Engagement Management
Enterprise
Custom pricingAll channels with the most advanced AI and full WEM suite for large deployments.
- All voice and digital channels
- Advanced AI
- Full WEM suite
Features
Integrations
Security & compliance
Pros & cons
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
Cons
- 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
What we found
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.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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