Customer Experience 
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 features. We’ll also see how it stacks up against Nextiva, another popular contact center solution for businesses.
Five9 Pricing Explained
Five9 offers five pricing plans for different contact center functionalities. Here’s a quick look at what you get at each tier:
| Best For | Pricing (per month) | Features | |
|---|---|---|---|
| Digital | Medium-sized organizations looking to operate a digital-only global contact center | $175 | 24/7 support Blended call center capability (inbound and outbound calls) SMS/MMSCall recording Social media messaging |
| Core | Medium-sized organizations that need best-in-class call center software | $175 | Dialer Call recording Voice channel Geo redundancy Blended call center capability |
| Premium | Medium-sized organizations building an omnichannel contact center | $235 | Chat, voice, and email support Dialer Call recording Essentials quality management Agent desktop |
| Optimum | Enterprise businesses scaling omnichannel customer engagement and workflow automation | $290 | Enterprise quality management Enterprise workforce management Chat, voice, and email support Geo redundancy Full platform |
| Ultimate | Enterprise businesses looking for data insights to scale contact center operations | $325 | 24/7 support Integration analytics Enterprise quality management Enterprise workforce management Chat, voice, and email support |
1. Digital (digital only)
Priced at $175 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:
- 24/7 support
- Blended call center capability (inbound and outbound calls)
- SMS/MMS
- Call recording
- Social messaging
2. Core (voice only)
The Core plan costs the same as Five9’s Digital plan. 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:
- Dialer
- Call recording
- Voice channel
- Geo redundancy
- Blended call center capability
3. Premium (digital + voice)
The Premium plan combines Five9’s digital and voice packages, offering a more integrated solution for integrating multiple communication channels.
It costs $235/month and is best for medium-sized organizations scaling omnichannel customer engagement.
With the Premium plan, you get:
- Chat, voice, and email support
- Dialer
- Call recording
- Essentials quality management
- Agent desktop
4. Optimum (digital + voice + WEM)
Priced at $290/month, 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.
It offers the following features:
- Enterprise quality management
- Enterprise workforce management
- Chat, voice, and email support
- Geo redundancy
- Full platform
5. Ultimate (digital + voice + WEM + analytics)
Priced at $325/month, 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.
It offers the following features:
- 24/7 support
- Integration analytics
- Enterprise quality management
- Enterprise workforce management
- Chat, voice, and email support
Top Five9 Capabilities
Five9 offers an all-in-one cloud contact solution with AI capabilities, security and compliance tools, and workforce engagement support.
1. Customer engagement solutions
As an omnichannel contact center, Five9 integrates all your customer channels into a single platform, helping you scale customer engagement efficiently.
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 interactions on social media and SMS platforms.
2. Automation and AI tools
Improve your contact center efficiency 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 that require a human response to the right agent, thereby reducing call wait times, increasing operational efficiency, and lowering contact center costs.
It also provides real-time transcription for instant call insights and workflow automation to streamline everyday tasks and free up agents’ time for human-centered responsibilities.
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 accordingly.
It also provides quality management tools for monitoring agent performance and providing coaching and feedback to improve agent productivity and delivery.
Why Contact Centers Prefer Nextiva Over Five9
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 — increasing the efficiency of your contact center operations.
1. Lower pricing
Nextiva’s packages offer more features at a lower price than Five9. Our basic plan costs only $129/month and supports voice and digital channels, workflow automation, and generative AI integration.
On the other hand, Five9’s cheapest plans cost $175/month for either voice or digital channels. For an omnichannel contact center solution with voice and digital capabilities, you’ll need to upgrade to Five9’s Premium plan, which costs $235/month. That’s more than twice what Nextiva costs.
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 $235/month Premium plan to access its omnichannel features.
And its analytics features only come with the Ultimate plan, which costs $325/month. This 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 integration — 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 4.4-star overall rating compared to Five9’s 4-star rating. Here’s a quick look at how our ratings compare across the board:
That’s not all. Check out our full breakdown to see how Five9 pricing and features compares to Nextiva.
Maximize Your Contact Center ROI With Nextiva
Five9 offers decent contact center 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 grow efficiently and economically.
The top-ranked AI-powered contact center.
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Five9 Pricing FAQs
Find answers to common questions about Five9 pricing plans.
Five9’s pricing packages are tailored to midsized and enterprise businesses with generous budgets. Its cheapest plan costs $175 per month and offers limited features. You’ll need to upgrade to its more expensive tiers or purchase add-on features to increase your contact center’s capabilities.
Nextiva is the best contact center software alternative to Five9. It offers more flexible pricing with robust contact center features on every plan — allowing you to scale your contact center efficiently.
Look out for features like automatic call routing, blended call center capability, and interactive voice response. Ensure that the contact center software offers flexible pricing that delivers the best value for your budget.
