Five9

Five9 is cloud contact center software for enterprise service, sales and collections teams, joining voice, digital channels and AI agents. Sold by quote.

Five9 routes a company's customer calls and digital conversations to the right agent, human or AI, from a contact center that runs in the cloud. It is built by Five9, Inc., an independent company in San Ramon, California, that has worked on cloud contact centers since 2001. The platform is aimed at operations where each interaction matters, and Five9 Core is the layer responsible for its reliability, security and control. Five9 Engage handles inbound and outbound requests across voice, web chat, SMS, email, WhatsApp and video, with AI agents resolving routine work. Inbound calls move through a visual IVR into Genius Routing, which matches each customer to the best-suited agent by skill. Agents work in Agent Desktop with Agent Call Scripting, real-time transcription from Agent Assist and AI Summaries after each call. Five9 Orchestrate covers routing, GenAI Studio and agentic workflow automation, while Five9 Optimize groups Agentic Quality Management, AI Insights and Workforce Management behind OneVUE dashboards. Five9 Genius AI coordinates the AI across the platform and lets a team switch models without losing its context or guardrails. Five9 suits enterprise and large contact centers that run high volumes of service, sales or collections work. Its customers include hotels, retailers, healthcare providers, financial services firms and real estate companies. Supervisors get Supervisor Tools to listen in, coach an agent silently and step into a call when quality slips. Outbound teams in regulated markets run predictive dialing with controls for TCPA, FDCPA and GDPR. Buyers reach the platform through Five9's sales team, which quotes each configuration. A service floor uses Five9 to answer calls and messages, pass a conversation from an AI agent to a person with its context intact, and watch queues on live dashboards. Sales and collections teams run dialing campaigns and follow each agent's results in OneVUE. Agents working in Salesforce, ServiceNow, Microsoft Dynamics, Oracle or Zendesk get screen pops and click-to-dial, so the customer record opens with the call. A company with an existing PBX can add Five9 for CTI, IVR, ACD and predictive dialing without replacing its phone system. That is the job Five9 is hired for: keeping a large, blended inbound and outbound operation running from one cloud platform.