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Five9

Available through IT Raven

  • Contact Center and CX

Five9 is a cloud contact center provider that handles voice and digital customer service, with AI and workforce optimization built in. It is a long-established, purpose-built contact center platform: the routing, digital channels, analytics, workforce tools and AI come from one system rather than a stack of separate products. Its recent focus is AI, both self-service that resolves a customer without an agent and assistance for live agents, with a governance layer to control how that AI behaves. Five9 integrates deeply with the CRM and service systems agents already use. It states more than 3,000 customers worldwide and 20-plus years in cloud contact center. For a buyer, Five9 is an enterprise-grade contact center platform with AI and workforce management included.

Best for

  • Contact centers that want one platform for voice and digital channels rather than separate tools stitched together.
  • Operations that want AI self-service and agent assist inside the platform, with governance over how the AI is used.
  • Teams that run their service in a CRM such as Salesforce or ServiceNow and want the contact center integrated with it.
  • Organizations that want workforce optimization, forecasting, scheduling and quality, built into the contact center.

A team that only needs a simple phone queue for a few people will find a full enterprise contact center platform more than it requires.

What they offer

Contact Center. A cloud contact center handling inbound and outbound customer contact across voice and digital channels, with deep CRM and service integrations, including Salesforce Service Cloud Voice, ServiceNow and an EPIC integration for healthcare, so agents work in the systems they already use.

CX and Conversational AI. Five9 Genius AI and AI Agents deliver self-service across voice and digital channels and assist live agents, with an AI Trust and Governance layer that gives a company control and visibility over how the AI operates.

Workforce Engagement Management. Workforce optimization built into the platform, covering forecasting, scheduling and quality management for the agent team.

Coverage

  • Australia
  • Brazil
  • Canada
  • China
  • Mexico
  • Puerto Rico
  • US (Nationwide)

Coverage is a starting point. We check every address before we quote it.

Good to know

  • Five9 is a broad enterprise platform. Scope which pieces you need, since buying the whole suite is more than many operations require.
  • The AI depends on configuration and content behind it. Ask what it takes to stand up the self-service and agent-assist features for your workflows, and how the governance controls work.
  • Figures here are the company's own, from 2025 material.

Similar companies

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.