Customers do not need to worry about hardware or software license costs. They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies.
I prefer Five9's licensing model. For our voice users at least, Five9 uses concurrent seeding, which means that it only charges based on the number of license users who are actually logged in simultaneously. This is much more cost-effective for my call center, as I run three different shifts. I don't have to have a license for every single user, unlike other products like Salesforce, where we had to purchase a license for every user.
Director of Campaign and Dialer Management at a leisure / travel company with 501-1,000 employees
Real User
Sep 28, 2023
The pricing is fair and competitive. They're also able to work with us on reducing it. If I were to communicate that the setup cost is a little bit pricey they'd see what they could do to adjust the price.
Manager Telephony at a consultancy with 10,001+ employees
Real User
Sep 5, 2023
Five9 is not the most expensive option, but it's not cheap. We can get some pretty favorable pricing when negotiating with the account manager. If we get volume pricing, we get volume discounts. I understand that Five9 is a cloud-based solution provider, and they make their money on a monthly basis. I wish we didn't have to get charged per number per month. We've negotiated a better rate. They charge $10 per toll-free and $2 per DID. We have negotiated it to $2 per TFM and $1 per DID. I think it’s fair. I don't think that it’s too expensive. I don't think it’s really cheap, though.
Associate Director at a non-profit with 201-500 employees
Real User
Aug 22, 2023
The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9. It was fairly comparable. Most of the extra costs were due to the additional features that we elected to bring on, such as the quality and workforce licenses.
Senior Manager at a insurance company with 10,001+ employees
Real User
Jul 28, 2023
Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at. We continue to kick the tires on a couple of different solutions to make sure we're still getting the best value. It's part of our due diligence to look at other things. They are very willing to negotiate with us to reduce usage rates for long-distance or inbound phone numbers. In some cases, their rates might be higher than what we're paying locally, but they will usually match it or beat it. Their one-time charges for core products and static deployments are really reasonable. You get into higher price points for bots and IVA types of infrastructure. Those are one-offs and depend on the complexity and customization you end up needing on them. We've had them sharpen pencils at times so we can progress with those efforts, and they're willing to do that. We have a really great account team. Five9's product is very comparable to other products. It has the expected functionality, like core routing and queuing and voice channel routing. But what we found useful was that it has a utility type of pricing model. That meant we could add digital channel routing, email, chat, and SMS, to a contact center with a small staff, at a minimal cost. In our previous worlds, with on-premises solutions, we'd have to spend a bit of money to enable those feature sets. As a result, the first line of business that wanted a feature ended up absorbing an exorbitant price, and then, once we had it in our environment, other teams could leverage it. We're happy with all of Five9's features, but the cost model was the big benefit for us. We no longer have to make that big investment for the features. The flexibility of the licensing structure is very beneficial as well because we have very busy time periods, while, in other time periods we reduce our staff by 75 percent in one of our larger centers. Previously, with our on-premises solution, we had to buy and size for the peak. Now, we just use what we need at the time and then reduce it. The following year, we can ratchet it back up again.
Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software...
Customers do not need to worry about hardware or software license costs. They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall.
Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies.
I prefer Five9's licensing model. For our voice users at least, Five9 uses concurrent seeding, which means that it only charges based on the number of license users who are actually logged in simultaneously. This is much more cost-effective for my call center, as I run three different shifts. I don't have to have a license for every single user, unlike other products like Salesforce, where we had to purchase a license for every user.
The pricing is fair and competitive. They're also able to work with us on reducing it. If I were to communicate that the setup cost is a little bit pricey they'd see what they could do to adjust the price.
I'm mainly the system administrator, so I don't have information on how much Five9 costs.
Five9 is not the most expensive option, but it's not cheap. We can get some pretty favorable pricing when negotiating with the account manager. If we get volume pricing, we get volume discounts. I understand that Five9 is a cloud-based solution provider, and they make their money on a monthly basis. I wish we didn't have to get charged per number per month. We've negotiated a better rate. They charge $10 per toll-free and $2 per DID. We have negotiated it to $2 per TFM and $1 per DID. I think it’s fair. I don't think that it’s too expensive. I don't think it’s really cheap, though.
The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9. It was fairly comparable. Most of the extra costs were due to the additional features that we elected to bring on, such as the quality and workforce licenses.
Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at. We continue to kick the tires on a couple of different solutions to make sure we're still getting the best value. It's part of our due diligence to look at other things. They are very willing to negotiate with us to reduce usage rates for long-distance or inbound phone numbers. In some cases, their rates might be higher than what we're paying locally, but they will usually match it or beat it. Their one-time charges for core products and static deployments are really reasonable. You get into higher price points for bots and IVA types of infrastructure. Those are one-offs and depend on the complexity and customization you end up needing on them. We've had them sharpen pencils at times so we can progress with those efforts, and they're willing to do that. We have a really great account team. Five9's product is very comparable to other products. It has the expected functionality, like core routing and queuing and voice channel routing. But what we found useful was that it has a utility type of pricing model. That meant we could add digital channel routing, email, chat, and SMS, to a contact center with a small staff, at a minimal cost. In our previous worlds, with on-premises solutions, we'd have to spend a bit of money to enable those feature sets. As a result, the first line of business that wanted a feature ended up absorbing an exorbitant price, and then, once we had it in our environment, other teams could leverage it. We're happy with all of Five9's features, but the cost model was the big benefit for us. We no longer have to make that big investment for the features. The flexibility of the licensing structure is very beneficial as well because we have very busy time periods, while, in other time periods we reduce our staff by 75 percent in one of our larger centers. Previously, with our on-premises solution, we had to buy and size for the peak. Now, we just use what we need at the time and then reduce it. The following year, we can ratchet it back up again.