Five9 Pricing: How Much Does Its Cloud Contact Center Cost?

When it comes to Five9 pricing, how does this contact center compare to Nextiva?

Five9 is a staple among contact center operators. It’s been in the market for quite some time and helps popular enterprise businesses power their contact center operations across multiple channels.

Sometimes, that longevity comes with some baggage. Is Five9 the right solution for you?

To help you make an informed decision quickly, we’ll do a deep dive into Five9’s pricing and key features. We’ll also see how it stacks up against Nextiva, another popular contact center solution for businesses.

Five9 Plans and Pricing at a Glance

How much does Five9 cost? Before we dive into each pricing plan, here’s a quick look at them all.

Plan	Price (monthly)	Features overview
Digital (digital only)	$119	24/7 support Blended call center capability (inbound and outbound calls) SMS/MMS Call recording Social messaging
Core (voice only)	$119	Dialer Call recording Voice channel Geo redundancy Blended call center capability
Premium (digital + voice)	Contact sales	Chat, voice, and email support Dialer Call recording Essentials quality management Agent desktop
Optimum (digital + voice + WEM)	Contact sales	Enterprise quality management Enterprise workforce management Chat, voice, and email support Geo redundancy Full platform
Ultimate (digital + voice + WEM + analytics)	Contact sales	24/7 support Integration analytics Enterprise quality management Enterprise workforce management Chat, voice, and email support

Five9 Pricing Explained

Five9 offers five pricing plans for different contact center functionalities.

Let’s see what you get at each tier:

1. Digital (digital only)

Priced at $119 per month, Five9’s digital-only plan is ideal for midsized businesses looking to scale customer support across digital channels like email and chat.

Its features include:

• Blended inbound/outbound
• Agent desktop
• Geo redundancy
• Call recording
• Workflow automation
• 24/7 support

Channels included:

• ✅ Chat
• ❌ Voice
• ✅ Email
• ✅ SMS/ MMS
• ✅ Social messaging

2. Core (voice only)

The Core plan costs the same as Five9’s Digital plan, $119. However, it only gives you access to voice features, making it ideal for medium-sized businesses looking for a robust call center software phone system.

Apart from 24/7 support, it also offers the following features:

• Blended inbound/outbound
• Agent desktop
• Geo redundancy
• Call recording
• Dialer
• Workflow automation
• 24/7 support

Channels included:

• ❌ Chat
• ✅ Voice
• ❌ Email
• ❌ SMS/ MMS
• ❌ Social messaging

3. Premium (digital + voice)

The Premium plan combines Five9’s digital and voice packages, offering a more integrated solution for integrating multiple communication channels.

This is best for medium-sized organizations scaling omnichannel customer engagement. You must contact sales for pricing.

The Premium plan includes these features:

• Blended inbound/outbound
• Agent desktop
• Geo redundancy
• Call recording
• Dialer
• Workforce engagement (Essentials QM)
• Workflow automation
• 24/7 support

Channels included:

• ✅ Chat
• ✅ Voice
• ✅ Email
• ❌ SMS/ MMS
• ❌ Social messaging

4. Optimum (digital + voice + WEM)

The Optimum plan layers advanced workforce engagement management (WEM) tools on Five9’s voice and digital capabilities. This makes it ideal for enterprise businesses looking to streamline content operations. You must contact sales for pricing.

It offers the following features:

• Blended inbound/outbound
• Agent desktop
• Geo redundancy
• Call recording
• Dialer
• Workforce engagement (Enterprise QM, Enterprise WFM)
• Workflow automation
• 24/7 support

Channels included:

• ✅ Chat
• ✅ Voice
• ✅ Email
• ❌ SMS/ MMS
• ❌ Social messaging

5. Ultimate (digital + voice + WEM + analytics)

This is Five9’s most comprehensive plan, adding analytics to the suite of tools available. It’s the preferred option for enterprise organizations that need deep insights and data-driven decision-making capabilities to enhance customer interactions and operational efficiency.

You must contact sales for pricing.

It offers the following features:

• Blended inbound/outbound
• Agent desktop
• Geo redundancy
• Call recording
• Dialer
• Workforce engagement (Enterprise QM, (Essentials WFM, Interaction analytics)
• Workflow automation
• 24/7 support

Channels included:

• ✅ Chat
• ✅ Voice
• ✅ Email
• ❌ SMS/ MMS
• ❌ Social messaging

Now that we’ve looked at the Five9 cost of each plan, let’s look at the core capabilities.

Five9 Add-Ons

Five9 offers a range of add-ons to enhance its cloud contact center platform, allowing businesses to tailor their customer engagement strategies. These add-ons encompass advanced AI tools, workforce optimization features, and integrations with various systems.

Here are the top add-ons:

• Intelligent Virtual Agent (IVA): AI-powered self-service for voice and digital channels.
• Agent Assist: Real-time transcription, guidance, and reminders for agents during calls.
• Social Engagement: Automates responses to social media brand mentions.
• Video Sharing: Lets customers share issues through video with agents.
• Digital Outreach: Automated follow-ups via SMS or email if a call drops or fails.
• Workforce Optimization: Tools for quality management, workforce management, and gamification
• Performance Dashboards: Advanced analytics and reporting tools.
• CRM Connectors: Pre-built integrations with Salesforce, ServiceNow, Microsoft, Oracle, Zendesk, and more.
• IVR with Speech Recognition: Enhanced interactive voice response capabilities.
• Secure Pay: Secure payment processing within calls.

Top Five9 Capabilities

Five9 offers an all-in-one cloud contact solution that’s designed to enhance customer experiences and streamline operations through advanced automation and AI-driven tools. 

Here are the top capabilities:

1. Omnichannel Engagement

As an omnichannel contact center, Five9 integrates all your customer channels into a single platform, enabling seamless customer interactions across multiple channels—including voice, email, chat, SMS, and social messaging. 

It offers cross-channel routing, allowing you to automatically assign inbound messages and calls to agents across multiple touchpoints. It also integrates social messaging and automates SMS filtering to enhance customer engagement on social media and SMS platforms and preserve context throughout the customer journey.

2. Automation and AI tools

Improve operational efficiency and lower contact center costs with Five9’s wide range of automation tools.

Take its intelligent virtual agent, for example. It responds to inbound inquiries and automatically routes calls and messages (using natural language processing) that require a human response to the right agent. 

Their agent assist tools provide real-time guidance and next-best-action recommendations to agents during live interactions.

It also provides real-time transcription and post-call summaries for instant call insights and workflow automation, reducing administrative tasks.

3. Interaction analytics

Five9 gives you a bird’s-eye view of all your customer interactions across multiple channels — from your social media accounts to emails and live chat.

Beyond monitoring and responding to inbound calls and messages on time, you can use Five9’s text analytics and speech recognition tools to analyze these interactions for real-time insights into customer behaviors.

This data will help you improve customer engagement strategies and personalize sales and marketing messages to deliver better customer experiences.

4. WEM

Five9’s workforce optimization tools ensure that your contact center agents work efficiently and deliver high-quality customer service. For example, its Enterprise workforce engagement management helps you forecast call volumes and schedule agents across channels.

The platform includes workforce optimization tools for:

• Labor Forecasting and Shift Scheduling: Predict staffing needs and efficiently schedule agents.
• Performance Management: Monitor and enhance agent performance through analytics and coaching.
• Quality Management: Ensure consistent service quality with call recording and agent performance evaluation to improve agent productivity and delivery.

5. CRM and UC Integrations

Five9 offers robust integrations with leading CRM systems like Salesforce, Zendesk, Oracle, and ServiceNow, as well as unified communications platforms. This integration provides agents with comprehensive customer information, enabling personalized interactions.

Why You Might Be Looking for a Five9 Alternative

Five9 covers a lot of ground when it comes to contact center functionalities. However, its high price point and platform complexity often push users to switch to more reliable alternatives like Nextiva.

As a cloud-based contact center software, Nextiva offers everything you get with Five9 (and more) — at a more reasonable price. This helps you increase the efficiency of your contact center operations.

Here’s how Nextiva compares to Five9.

1. Lower pricing

Nextiva’s packages offer more features at a lower price than Five9. Our basic Enterprise plan costs only $129/month and includes omnichannel support (voice and digital channels), workflow automation, and generative AI integration.

On the other hand, Five9’s cheapest plans (Digital or Core) start at $119/month but are channel-specific. For an omnichannel contact center solution with voice and digital capabilities, you’ll need to upgrade to Five9’s Premium plan. Their pricing is not transparent for this plan, but it’s sure to be more than $129. 

This makes Nextiva the preferred solution for businesses looking to maximize their ROI on their contact center budget.

2. Rich feature set

Most of Five9’s advanced features are locked into higher-tier plans. For example, you need to upgrade to its Premium plan to access its omnichannel features.

And its analytics features only come with the Ultimate plan, which means you need to spend significantly more just to access one or two extra features. It’s not cost-effective for many organizations.

Nextiva, on the other hand, offers more robust contact center capabilities across all pricing tiers. For example, our $129/month Essential plan includes advanced features like process automation, workflow engines, agent assist, and AI capabilities including conversational AI and generative AI — which you’ll only find in Five9’s higher-tier packages.

3. User ratings

Nextiva constantly outranks Five9 on major review sites for support, ease of use, and value for money. On Software Advice, for example, we have a 4.6-star overall rating (comprised of 910 ratings) compared to Five9’s 4.2-star rating (comprised of just 475 ratings). 

Here’s a quick look at how our ratings compare across the board:

Nextiva vs. Five9 Comparison

Although Five9 is more customizable with advanced auto-dialing and reporting, Nextiva offers a more transparent, all-in-one solution with better video conferencing and website management tools, making it attractive for growing SMBs and those wanting unified communications.

Here’s a features comparison chart:

To help you make a decision, here’s a quick sum up of starting prices, channels included, support and “best for” breakdown:

Feature	Five9	Nextiva
Type	CCaaS (Contact Center as a Service) only	UCaaS + CCaaS (Unified & Contact Center)
Best For	SMBs needing customizable, AI-driven CX	SMBs seeking affordable, all-in-one CCaaS
Starting Price	$119/user/month (digital or voice only)	$129/user/month (omnichannel)
Channels	Voice, chat, SMS/MMS, email, social	Voice, SMS, chat, email, social, webform
Integrations	80+ (e.g., Salesforce, ServiceNow, Zendesk)	20+ (e.g., Salesforce, Oracle, Zoho)
Video	1:1 agent-customer video calls	Video conferencing (up to 250 participants)
AI & Automation	Advanced auto dialers, chatbots, analytics	AI bots, workflow automation, analytics
Support	24/7 on all plans	24/7 via web, email, phone
Transparency	Limited for higher tiers	Clear pricing for all tiers

Maximize Your Contact Center ROI With Nextiva

five9 cloud contact enter offers decent features, especially for midsized and enterprise businesses. 

But if you’re looking for a contact center solution with advanced features and affordable pricing packages, Nextiva is an excellent alternative.

Nextiva offers scalability in contact center services without a proportional cost increase, making it an attractive option for businesses seeking to improve their customer experience and grow efficiently and economically.

Five9 Pricing FAQs

Find answers to common questions about Five9 pricing plans.