Five9

Anticipate needs, empower agents, and build trust that drives lasting connections.

by five9 · Voice & Call Center

Executive Summary

Five9 is a cloud contact center platform designed for medium to large enterprises, unifying voice and digital channels with advanced AI capabilities. It empowers human and AI workforces to deliver connected, proactive, and personalized customer experiences, driving business value through improved efficiency, agent productivity, and customer satisfaction.

Use Cases

  • Managing inbound and outbound customer calls efficiently with intelligent routing and dialers.
  • Providing digital-first customer service across email, chat, SMS, and social media channels.
  • Automating routine customer inquiries and tasks using Intelligent Virtual Agents (IVAs) and IVR.
  • Empowering agents with real-time assistance, customer context, and knowledge to improve service quality.
  • Proactive customer outreach through automated notifications for appointments, billing, or delivery updates.
  • Ensuring compliance and quality assurance through call recording, speech analytics, and workforce management.

Features

Visibility

  • Real-time Dashboards: Customizable dashboards provide immediate insights into agent performance, queue status, and overall contact center operations.
  • Interaction Analytics: Analyzes customer interactions across channels to identify trends, sentiment, and compliance issues.
  • Call Recording & Screen Recording: Records calls and agent screens for quality management, training, and compliance purposes.
  • Workforce Management (WFM): Tools to forecast demand, schedule staff, and manage agent adherence to optimize resource allocation.

Intelligence

  • Intelligent Virtual Agent (IVA): AI-powered virtual agents provide self-service options across voice, chat, SMS, and social channels, handling routine inquiries.
  • Agent Assist: Provides real-time guidance, knowledge base suggestions, and transcription to live agents during customer interactions.
  • Predictive Dialer: Automatically dials numbers and connects agents only when a live person answers, increasing outbound efficiency.
  • Sentiment Analysis AI: Analyzes customer sentiment in real-time to help agents tailor responses and supervisors identify at-risk interactions.
  • AI Summaries & Insights: Generates AI-driven summaries of interactions and provides actionable insights for improved customer experience.

Support

  • 24/7 World-Class Support: Comprehensive support available around the clock to ensure continuous operation and assistance.
  • Dedicated Customer Success Managers: Partnership approach with dedicated teams focused on innovation and delivering results for customers.
  • Workforce Engagement Management (WEM): Tools for quality management, performance monitoring, and agent coaching to enhance agent effectiveness and satisfaction.

Technical Specifications

Architecture
Cloud-native SaaS, high-availability topology with geo-redundancy.
Deployment
Cloud/SaaS
Authentication
SSO, MFA, password policies with hashing, IP address whitelisting.
API Available
Yes
MCP Server
No

AI/ML Stack

  • NLP
  • Machine Learning
  • LLM

Integrations

  • Salesforce
  • Microsoft Dynamics
  • ServiceNow
  • Zendesk
  • Oracle

Security & Compliance

Certifications: SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, GDPR, CCPA/CPRA, PIPEDA, UK GDPR, Cyber Essentials

Encryption: AES-256 at rest for call recordings, chat, email, and SMS transcripts; TLS 1.3 (HTTPS), sFTP, sRTP, and VPN for data in transit.

Pricing

Model
Per user/month, with usage-based pricing potentially applying for certain features.
Starting Price
Digital and Core plans start at $119/user/month (with a 36-month contract). Premium, Optimum, and Ultimate plans are custom-quoted.
Target Customer
Mid-market to Enterprise, particularly those in highly regulated industries.
Contract Type
Minimum 12 months, with 36-month contracts for published pricing tiers.
Free Trial
No (credit card required)

About five9

Five9 is a leading provider of cloud contact center (CCaaS) software, empowering organizations to manage customer interactions across various channels. The company leverages AI-driven automation, workforce optimization, and CRM integrations to enhance customer experience and agent productivity for mid-market and enterprise customers.

Founded: 2001 · Headquarters: San Ramon, California, United States · Employees: 1000+ · Public