What it is
Five9 is a cloud contact-centre platform with an AI layer branded Genius AI.
What you'd use it for
You would use Five9 to run cloud contact-centre routing, IVR, and omnichannel handling, with AI agents, speech recognition, and agent-assist features.
Examples of use
A company needs to run contact-centre routing and IVR. Five9 handles both on its cloud-native platform.
A routine request comes in. A Genius AI agent handles the self-service so an agent does not have to.
An agent is working a contact and needs support. Genius AI gives them agent-assist help during it.
Customers reach out across several channels. Five9 handles the omnichannel contacts from one platform.
A QA team wants quality scores without manual review. Five9 scores calls automatically.
A company is still on an on-premise contact centre. Five9 moves it to the cloud.
How it works
Five9 is a cloud-native platform. Detailed model architecture is not disclosed.
How it compares
Five9 is a Leader alongside NICE, Genesys, Talkdesk, and Amazon Connect, and reaches a little further down into the mid-market than NICE and Genesys.
What others say
A Leader in the 2025 Gartner Magic Quadrant for CCaaS for the eighth time. Gartner credited strong support services and a high attach rate for AI features, and cautioned on executive turnover.