This Five9 pricing guide is for any company considering purchasing a subscription to the platform. We’ll explain the product’s features, subscription tiers and price points, before drawing a comparison with three similar providers. Vertice isn’t beholden to one vendor over another. We simply want to lower your annual bill and drive effective SaaS spend management, regardless of the solutions your business requires. 

What Five9 can do for you

Five9 is a cloud-based call and contact centre as a service (CCaaS) provider. Various customer-facing businesses leverage the platform to improve customer experience (CX). CCaaS solutions can lower customer service costs via targeted automation while also pushing capabilities forward with cutting-edge AI and machine learning. 

Subscribing to a cloud-based service like Five9 enables organizations to streamline their customer service operations, increase agility, and engage customers on their channel of choice. 

Five9 pricing divides into the following four categories:

Core Cloud

Core Cloud is Five9’s CCaaS solution. It equips customer support agents with the tools they need to deliver a superior service, eliminating the distractions caused by switching between applications and searching for customer information. 

Instead, Core Cloud agents instantly collect customer data and ID the caller in order to form the basis of personalized customer support interactions. Features include:

• Interactive voice response (IVR) — Facilitate real-time customer care options on mobile, including visual IVR, estimated wait times, callback and texting options, and visual forms;
• Intelligent virtual agents (IVA) — Automate routine and repetitive tasks with IVAs to allow your employees to focus on bigger issues — and give customers the self-service options they want;
• Routing and digital engagement — Route calls to customers’ preferred contact channels to build stronger relationships and improve service continuity.

Digital workforce

Leverage AI automation to reduce service costs and deliver a more conversational service experience. Key benefits include:

• Scalability — Deploy digital agents to keep up with increased service demand, responding to more requests across more channels;
• Lower costs — Fund your contact center’s digital transformation with a digital workforce that costs 10% of human agents and never takes a break;
• Personalization — Use speech recognition and natural language understanding to personalize support;
• Worker satisfaction — Reduce the likelihood of burnout in your workforce by assisting their service with AI tools, helping them resolve more issues with less strain.

Employee engagement

Conduct analysis of all interactions to develop agent training and prevent customer service issues before they arise:

• Reporting — Receive insights on how to measure agent performance against pre-defined metrics using a combination of real-time and historical reporting tools;
• Dashboards — Review KPIs and SLAs on centralized dashboards to align efforts and maximize success;
• Workflow automation — Make improvements to workflows at speed;
• Workforce management — Manage your team with accurate forecasting and optimal agent scheduling.

Customer experience

Meet customers on their terms to get your support service off to the best possible start — then synchronize all conversations into one repository across all contact channels:

• Voice — Enjoy unparalleled voice quality on a global scale;
• Video — Allow customers to show their issues in real time;
• Email — Equip agents with advanced search capabilities to easily identify issues and send attachments;
• Mobile — Extend IVR self-service to mobile devices;
• Social/SMS — Automate responses on social media to ensure prompt and consistent messaging. Use SMS for anytime, anywhere communications — then review all conversations in a unified interface;
• Chat — Deploy live chat facilities for those who prefer human conversations off the phone.

Five9 pricing structures and tiers

Five9 offers five subscription tiers to prospective customers, but explicitly as a rough guide. Your contact center needs will depend on the size of your organization and the industry you work in, so all customers are invited to get in touch to discuss a tailored quote.

Nevertheless, Five9’s five tiers offer helpful insight into the features you can expect to see for a certain price.  

Five9 pricing — Digital

Cost: $175 per person per month (pppm)

The Digital plan is one of two Five9 subscriptions at the same price. It’s a digital-only contact center solution, which means there are no voice capabilities included in this subscription.  

Features include chat, email, SMS and social communications, blended inbound/outbound services, full-scale workflow automation, recording, and 24/7 customer support. 

Five9 pricing — Core

Cost: $175pppm

By contrast, the Core plan is the voice-only edition, with no digital functionalities included. All other features are identical. 

Five9 pricing — Premium

Cost: $235pppm

The Premium plan combines voice and digital solutions under one plan, although SMS and social messaging features are excluded. Instead, Premium customers will gain access to the essentials of quality management, where supervisors monitor agent performance to curate tailored training programs and improve CX.

Five9 pricing — Optimum

Cost: $290pppm

Optimum builds on the Premium plan by upgrading quality management capabilities and introducing workforce management perks, including forecasts and scheduling to balance service needs and improve agent productivity.

Five9 pricing — Ultimate

Cost: $325pppm

The Ultimate plan adds analytics to your subscription, uncovering key data insights that will help with future decision making. Deploy over 150 out-of-the-box report templates or customize your own to address the unique needs of your contact center. 

Five9 does not offer a free trial of its products. 

Additional Five9 costs to consider

Five9 pricing is flexible, which means customers can add any number of features onto their existing plans — whether it’s IVAs, extra storage, digital engagement and workforce optimization perks, or other technical add-ons like SaaS integrations. The costs of these add-ons aren’t disclosed, but our customer purchasing teams can help negotiate optimized plans at a fair price. 

Other vendors offering CCaaS solutions

Vertice’s mission is to reduce SaaS spend across the board, regardless of the solutions your business needs, which is why we’ll never promote one provider over another. With this in mind, here are three alternative Five9 platforms to consider during the procurement cycle: 

Five9 pricing vs Talkdesk

Talkdesk and Price9 platforms share many similarities, including analytics, quality management, and workflow development capabilities, as well as the ability to chat with customers over the full range of modern comms channels. 

Talkdesk pricing is significantly cheaper than Five9 and comes in four tiers:

• CX Cloud Digital Essentials ($85pppm) — for digital-only contact centers;
• CX Cloud Essentials ($85ppp) — for voice-only contact centers;
• CX Cloud Elevate ($115pppm) — or more personalized customer service;
• CX Cloud Elite ($145pppm) — for analytics and reporting.

Talkdesk customers have access to a 30-day free trial.

Five9 pricing vs NICE 

NICE’s CCaaS solution comes in seven different subscription tiers, offering customers variety across their plans:

• Digital Agent ($71pppm) — for digital-only contact centers;
• Voice Agent ($94pppm) — for voice-only contact centers;
• Omnichannel Agent ($110pppm) — for omnichannel services with blended digital and voice capabilities;
• Essential Suite ($135pppm) — for added quality management;
• Core Suite ($169pppm) — for workforce management and performance reporting;
• Complete Suite ($209pppm) — for analytics;
• CXone Mpower ($249pppm) — for NICE’s complete solution.

NICE offers new customers an impressive 60-day free trial of its CXone platform. 

Five9 pricing vs 8x8

8x8’s services are a point of difference in this line-up, combining CCaaS with experience communications as a service (XCaaS). There’s plenty of overlap within these two disciplines, but customers can opt for more targeted CCaaS solutions within their 8x8 plan. 

8x8 pricing is hidden, but there are five subscription plans published as a guide:

• X2 — for all-in-one voice, video and chat;
• X4 — for advanced call handling and analytics;
• X6 — for voice contact center functions;
• X7 — for voice and digital interactions on one interface;
• X8 — for advanced contact centers with quality management and analytics.

8x8 offers a 30-day free trial. 

Five9 pricing — the Vertice verdict

Five9 is a comprehensive CCaaS platform that drives employee engagement and performance while vastly improving the customer experience. As a cloud-based service, Five9 is able to bend and scale to your customer’s needs, providing support on the channel that best suits them and developing accurate forecasts that help meet demand. 

The platform is more expensive than Talkdesk and NICE — these solutions are more suited for smaller businesses, whereas Five9 is suitable for high volume contact centers. 8x8 pricing is hidden, but its solution rolls CCaaS and XCaaS into one subscription. 

Whichever provider you favor, know that Vertice’s customer purchasing teams provide essential support during contract negotiations. We’ll leverage market intel to secure the features you need at a price that reflects the current market.  

Vertice can then optimize full-stack observability with help from our SaaS Purchasing Platform, seeking out cost saving opportunities across the board. 

For more information on how we can help save your business up to 30% on its annual SaaS spend, click on the link and get in touch.