12 Best Five9 Alternatives & Why You Should Choose Them

Five9 is a leader in the cloud contact center space, acclaimed for its deep CRM integrations, omnichannel routing, and strong security. However, its enterprise focus can be challenging for some businesses, including complex setup, a steep learning curve, and a rigid pricing structure with long-term contracts.

For businesses facing these hurdles, we’ve analyzed the best Five9 alternatives to help you find a solution that offers more flexibility, more transparent pricing, and a feature set that more closely aligns with your team’s needs.

Five9 Alternatives At a Glance

Here’s a quick overview of the best Five9 alternatives before we discuss the detailed versions.

Provider	Key features	Integrations	Communication channels	Pricing (starting)
Nextiva	All-in-one UCaaS + CCaaS, AI-powered automation, advanced CX analytics, 24/7 support	Salesforce, HubSpot, Zendesk, Outlook, Google Contacts	Voice, email, chat, SMS, video, social media	$75/agent/month
Genesys	Speech-enabled IVR, predictive routing, workforce engagement	Salesforce, Microsoft Dynamics, ServiceNow	Voice, email, chat, SMS, social media	$75/user/month
Talkdesk	Visual flow designer, advanced IVR, AI and machine learning capabilities	Salesforce, Slack, Zendesk, Microsoft Teams	Voice, email, chat, SMS, social media, video	$105/user/month
NiCE CXone Mpower	AI-powered agent coaching (NEVA), workforce management, quality management, analytics	Salesforce, Microsoft Teams, ServiceNow	Voice, email, chat, SMS, social media	$94/user/month
8×8	Skills-based call routing, IVR, reporting & analytics, integrated UCaaS	Microsoft Teams, Salesforce, HubSpot	Voice, email, chat, SMS, social media, Messaging apps	Custom (contact sales)
Dialpad	Voice intelligence, real-time transcription, IVR, ACD	Salesforce, HubSpot, Zendesk, Slack	Voice, email, chat, SMS, video	$80/user/month
Sprinklr	Unified AI engine, 35+ digital channels, AI-powered CSAT prediction	Extensive CRM & business tool integrations	Voice, social, messaging, email	Custom (contact sales)
Amazon Connect	Pay-as-you-go pricing, AI/ML-powered, highly scalable within AWS	AWS services, CRM via APIs	Voice, chat	Pay-as-you-go
Aircall	User-friendly interface, rapid deployment, 100+ integrations	Salesforce, Zendesk, HubSpot	Voice, SMS	$30/user/month (3-license minimum)
CloudTalk	Strong inbound call analytics, Power Dialer, 160+ international numbers	Pipedrive, Zendesk, Zoho, HubSpot	Voice, SMS, WhatsApp	$25/user/month
3CX	Open-platform, choose your own SIP trunk, free tier available	Off-the-shelf CRM integrations	Voice, video, live chat	$350 (11-25 users and 8 simultaneous calls)
Avaya	On-premise, cloud, and hybrid models; legacy provider with robust features	Salesforce, RingCentral for UCaaS	Voice, email, chat, SMS	Custom (contact sales)

Why Look for Five9 Alternatives

Many businesses look for Five9 alternatives due to some common and inherent weaknesses and a complex business model.

• Complex pricing and high entry costs: Five9 is an enterprise-first platform, and its pricing reflects that. The company does not offer public pricing beyond the entry-level, requiring a custom quote. Industry reports and user reviews consistently point to high per-seat costs, mandatory long-term contracts (often 36 months), and high user minimums, making it a costly and rigid option for small-to-medium-sized businesses.
• Complex setup and steep learning curve: Five9 is an enterprise-level contact center solution packed with features. This can make the initial setup and onboarding process complex and time-consuming, especially for small and medium-sized businesses that lack dedicated IT resources. The extensive feature set can also create a steep learning curve for agents.
• Limited data storage: Users have found that historical data storage can be limited. For example, some data types, like emergency call recordings and email attachments, may not be downloadable after 30 days, requiring businesses to develop their own long-term storage solutions.
• Rigid channel offerings: Five9’s lower-priced plans are channel-specific. The “Core” plan offers only voice services, while the “Digital” plan excludes voice services. Businesses that require a complete omnichannel solution from the start must upgrade to more expensive, quote-based plans.

Best Five9 Alternatives Worth Exploring

• Nextiva: Best UCaaS + CCaaS platform
• Genesys Cloud CX: Best for enterprise-grade omnichannel operations
• Talkdesk: Best for AI-powered customer experience automation
• NiCE CXone: Best for real-time AI agent coaching & analytics
• 8×8: Best for international teams needing a flexible platform
• Dialpad: Best for live AI insights on every call
• Sprinklr Service: Best for managing social media & digital channels
• Amazon Connect: Best for scalability & pay-as-you-go pricing
• Aircall: Best for fast-deploying, user-friendly phone support
• CloudTalk: Best for high-volume outbound sales teams
• 3CX: Best for cost control with an open-platform system
• Avaya: Best for large businesses with hybrid/on-premises needs

Here is a detailed breakdown of the contact center software that are top alternatives to Five9.

1. Nextiva

Nextiva breaks down communication silos, offering an integrated and powerful platform for unified business telephony via VoIP, plus powerful unified communications (UCaaS) and contact center (CCaaS) capabilities. It unifies all aspects of business communications —from customer service calls to internal team collaboration — into one intuitive workspace. Nextiva’s contact center tools simplify processes, increase contact center and agent productivity, and offer a complete view of the customer journey.

Key Nextiva features:

• Unified communications & CCaaS: Manage all customer and team communication (voice, video, chat, SMS) in one application.
• Omnichannel journey management: Route, track, and manage interactions across voice, email, chat, SMS, and social media.
• AI conversation intelligence: Use advanced AI features for real-time transcription, automated call summaries, and sentiment analysis.
• Visual workflow builder: Easily design and deploy intelligent IVRs and complex call routing strategies with a drag-and-drop interface.
• Workforce optimization suite: Get advanced tools for workforce management (WFM), quality management (QM), and performance analytics.

Best for: Small and medium-sized businesses wanting to eliminate app-switching and manage all communications on a unified, user-friendly platform.

Pricing: Nextiva offers flexible enterprise pricing for its unified customer experience management platform, primarily usage-based pricing, concurrent pricing, and per-agent/per-month pricing. The Essential plan starts at $75 per agent/per month for an intelligent contact center with omnichannel & advanced AI. Nextiva also offers Professional and Premium plans at a custom quote.

Pros	Cons
Combines UCaaS and CCaaS natively, improving collaboration	Could be an overkill for very small call centers
Intuitive interface reduces training time and IT dependency

Why Nextiva is the best Five9 alternative:

• Unified Communications vs. CCaaS focus: While Five9 is a dedicated CCaaS provider that requires separate tools for internal collaboration, Nextiva offers a native, unified communications platform. This means your contact center agents can instantly collaborate with back-office experts via chat or video, leading to faster resolutions without having to leave the app.
• Intuitive user experience vs. steep learning curve: Nextiva is known for its ease of use. Designed for rapid adoption, the platform allows administrators to configure complex call flows and agents to handle omnichannel interactions with minimal training. This reduces the onboarding time and IT dependency associated with Five9’s enterprise system.
• Accessible AI and automation vs. enterprise complexity: Nextiva integrates powerful AI and automation tools directly and accessibly into the workflow. Features like AI-powered call summaries and intelligent routing deliver immediate value without requiring a team of data scientists to manage them. Nextiva makes advanced technology practical for businesses of all sizes.
• A flexible and transparent growth path vs. rigid contracts: Nextiva offers clearer, more flexible, and competitive pricing plans that can easily adapt to growing business communication needs. You can start with the features you need today and easily expand them. The platform doesn’t involve costly long-term contracts with high user minimums, which can make Five9 unaffordable for many growing businesses.

Nextiva’s 24/7 customer support, Amazing Service, and high uptime make it a great technology partner for small businesses and large enterprises. In fact, 94% of customers say they are very happy with Nextiva’s service and support.

2. Genesys Cloud CX

Genesys leads in customer experience, and its Cloud CX platform is a direct and powerful competitor to Five9. Genesys offers a highly reliable and feature-rich contact center solution that scales from mid-market to the largest global enterprises.

Key Genesys features:

• Predictive engagement: Uses AI to anticipate customer needs and proactively engage them on your website or app.
• Comprehensive WEM: A full suite for workforce engagement management, including scheduling, quality assurance, and gamification.
• Advanced analytics: Provides in-depth insights into customer journeys through advanced speech and text analytics.
• Self-service automation: Helps build and deploy sophisticated, AI-powered voicebots and chatbots.

Best for: Large enterprises that need a reliable, feature-rich omnichannel platform with advanced workforce management.

Pricing: Genesys pricing tiers start at $75/user/month for voice-only and scale up for advanced features.

Pros	Cons
Powerful and scalable for large contact center operations	Can be overwhelming for smaller teams
Great tools for workforce engagement	Advanced features and higher tiers can be expensive

Why Genesys Cloud CX is a top Five9 alternative:

Genesys offers a more integrated UCaaS/CCaaS experience and flexible, tiered pricing so businesses only pay for the channels they need. The platform’s WEM suite is also one of the most powerful in the industry.

3. Talkdesk

Talkdesk has quickly gained market share with its modern, AI-powered cloud contact center platform, designed for customer-centric companies that want to use automation and intelligence to deliver quality customer service.

Key Talkdesk features:

• Talkdesk Studio™: A no-code visual editor to design and modify customer journeys and agent workflows.
• AI-Powered Agent Assist™: Provides agents with real-time, next-best-action recommendations and script guidance.
• Customer Experience Analytics™: A comprehensive suite for analyzing customer feedback, sentiment, and operational data.
• Extensive integration marketplace: Features over 100 out-of-the-box integrations with leading business applications.

Best for: Large businesses that need AI-powered automation to enhance the customer experience.

Pricing: Talkdesk’s plans start at $105/user/month for basic omnichannel support.

Pros	Cons
Great tools for automating customer experience	Pricing can increase quickly with necessary add-ons.
The visual flow builder is intuitive and powerful	The best support options are reserved for higher-priced plans

Why Talkdesk is a top Five9 alternative:

Talkdesk’s focus on AI and its “clicks, not code” visual designer make it easier for non-technical users to create sophisticated automations and workflows compared to Five9.

4. NiCE CXone

NiCE is another leading contact center software known for its workforce optimization and analytics features. NiCE CXone, the company’s leading cloud platform, competes directly with Five9 for enterprise customers.

Key NiCE CXone features:

• Enlighten AI: Real-time agent coaching, analyzes customer sentiment, and automates quality management.
• WFO Suite: A complete suite for workforce optimization, including forecasting, scheduling, and agent development.
• Journey orchestration: Tools to map, analyze, and manage customer journeys across all touchpoints.
• Open cloud platform: A highly extensible platform with hundreds of APIs for deep customization.

Best for: Enterprise teams requiring advanced AI for real-time agent coaching and comprehensive workforce optimization.

Pricing: NiCE CXone MPower plans start at $71/user/month for digital channels, with voice suites starting at $94/user/month.

Pros	Cons
Great tools for data-driven insights	Can be complex to configure and manage effectively
A market leader in workforce optimization	One of the more expensive options

Why NiCE CXone is a top Five9 alternative:

NiCE features superior AI for real-time agent guidance (NEVA) and analytics, giving deeper insights into performance and customer behavior than Five9’s standard tools.

5. 8×8

8×8 offers a combined UCaaS and CCaaS solution and is a strong Five9 competitor for businesses looking to consolidate their communications providers, especially those with a global presence.

Key 8×8 features:

• Unified agent workspace: A single interface for UCaaS and CCaaS, allowing collaboration between agents and other employees.
• Intelligent omnichannel routing: Skills-based routing for voice, chat, email, social media, and messaging apps.
• Speech & text analytics: AI-powered tools to analyze conversations for keywords, sentiment, and trends.
• Integrated WFM/QM: Native tools for workforce and quality management are included in higher-tier plans.

Best for: International businesses looking for a flexible, all-in-one communications platform with “mix and match” licensing.

Pricing: 8×8 uses custom, quote-based pricing for its contact center solutions.

Pros	Cons
All-in-one UCaaS/CCaaS	Lacks upfront pricing transparency
Good for international teams	Some users find the UI less intuitive than competitors

Why 8×8 is a top Five9 alternative:

8×8’s composable, “mix-and-match” licensing offers greater flexibility than Five9’s bundled plans, and its strong global presence makes it a better choice for international teams.

6. Dialpad

Dialpad is a cloud-native, AI-powered communications platform that unifies UCaaS and CCaaS. Its major differentiator is its native Voice Intelligence (Vi™) technology, which provides real-time insights on every call.

Key Dialpad features:

• Dialpad Ai: Real-time transcription, live agent coaching, and automated post-call summaries.
• Live sentiment analysis: Customer satisfaction in real-time and managers with live dashboards.
• Visual IVR designer: An intuitive, drag-and-drop interface for building and managing call flows.
• Integrated platform: Unified voice, video, messaging, and contact center in one application.

Best for: Sales and support teams that want real-time AI insights, transcription, and sentiment analysis on every call.

Pricing: Dialpad’s contact center plans start at $80 per user per month.

Pros	Cons
Live transcription and coaching are standard	Less established CCaaS than some legacy players
Decent unified communication capabilities	Higher starting price than some competitors

Why Dialpad is a top Five9 alternative:

Dialpad’s native real-time AI provides a level of instant insight and agent coaching beyond what’s available in Five9’s base packages.

7. Sprinklr Service

Sprinklr offers a unique approach with a unified customer experience management (unified-CXM) platform built for the modern, digital-first world. It excels at managing customer interactions across a vast number of social and messaging channels.

Key Sprinklr features:

• Unified digital-first console: A single agent desktop for managing over 35 social, messaging, and digital channels.
• Proprietary AI engine: Automated case routing, conversation insights, and self-service chatbots.
• AI-powered CSAT prediction: Customer satisfaction prediction scores before a survey is even sent.
• Proactive brand monitoring: Tools to monitor social channels for brand mentions and engage proactively.

Best for: Brands managing high volumes of customer interactions across social media and digital messaging channels.

Pricing: Sprinklr offers custom, quote-based pricing.

Pros	Cons
Leader in digital channel management	Geared toward large enterprise budgets
A single AI engine for all channels	Not the best choice if voice is your main channel

Why Sprinklr is a top Five9 alternative:

Sprinklr’s support for over 35 digital channels and a unified agent console is ideal for brands where social media and messaging are their primary support channels.

8. Amazon Connect

Built on the same infrastructure as Amazon Web Services (AWS), Amazon Connect is an incredibly scalable and flexible cloud contact center solution. It allows businesses to build a custom contact center and only pay for what they use.

Key Amazon Connect features:

• Contact Lens: Provides real-time AI-powered analytics, transcription, and sentiment analysis.
• Drag-and-drop contact flows: Offers an easy-to-use interface for building dynamic and personalized IVR systems.
• Voice ID: Uses machine learning for real-time caller authentication to reduce fraud and streamline service.
• Native AI integration: Integrates with the entire AWS ecosystem, including Amazon Lex for chatbots.

Best for: Businesses in the AWS ecosystem seeking scalability and flexible pay-as-you-go pricing.

Pricing: Amazon Connect’s pricing is purely usage-based; you pay per minute for voice or per message for chat.

Pros	Cons
No contracts; only pay for what you use	Needs development resources to set up and manage
Highly scalable	Usage-based pricing can be hard to budget for

Why Amazon Connect is a top Five9 alternative:

Amazon Connect’s pay-as-you-go model eliminates the need for long-term contracts and is more cost-effective for businesses with variable call volumes.

9. Aircall

Aircall is a cloud-based phone system and call center software designed for simplicity and ease of use. It’s a great choice for sales and support teams that are primarily voice-focused and need a solution that works out of the box.

Key Aircall features:

• Power dialer & click-to-dial: Increase the efficiency and call volume of sales teams.
• Shared call inbox: Allows teams to manage and respond to calls and voicemails collaboratively.
• Live call monitoring: Includes features for whispering to agents and barging into calls for coaching and quality control.
• 100+ one-click integrations: A strong integrations library with popular CRM systems and helpdesk tools.

10. CloudTalk

CloudTalk is a strong sales-oriented call center software offering rich outbound calling features and detailed call analytics. As the name suggests, CloudTalk only provides a cloud contact center and has the advantage of having no on-premise baggage. Everything is scalable and flexible, promoting the benefits of consumable cloud technology.

Key CloudTalk features:

• Advanced dialers: Includes power, smart, and predictive dialers to automate and accelerate outbound campaigns.
• In-depth call analytics: Provides real-time dashboards and detailed reports on agent performance and call metrics.
• International presence: Offers local phone numbers in over 160 countries, ideal for global teams.
• Skills-based routing & IVR: Has customizable call queues and IVR trees to direct callers efficiently.

Best for: Outbound sales teams dealing with high call volumes and needing the efficiency of power dialers.

Pricing: CloudTalk’s pricing begins at $25 per user per month (billed annually).

Pros	Cons
Great for sales and telemarketing teams	Strong on voice, but limited on other channels
One of the most budget-friendly option	Interface is functional but less modern than premium rivals

Why CloudTalk is a top Five9 alternative:

CloudTalk offers advanced outbound dialing capabilities and powerful sales-focused analytics at a significantly lower price than Five9’s predictive dialer solution.

11. 3CX

3CX is an open-platform business communication system that can be deployed on-premise, in a private cloud, or hosted by 3CX. It is known for its flexibility and cost savings.

Key 3CX features:

• Advanced call queues (ACD): Includes advanced routing strategies like round-robin, hunt by threes, and skills-based routing.
• Integrated digital channels: Natively supports live chat, WhatsApp, Facebook, and business SMS.
• Built-in video conferencing: Includes a free, WebRTC-based video conferencing solution.
• Visual call flow designer: Offers a drag-and-drop tool for building sophisticated IVR menus and call flows.

Best for: Tech-savvy businesses that want maximum control and cost savings by managing their own open platform system.

Pricing: A 3CX PRO system for up to 20 users (8 simultaneous calls) starts around $350 per year.

Pros	Cons
Cost-effective system-based pricing	You need technical knowledge to run it
Choose your own SIP trunks and hosting	Relies on a partner network for support

Why 3CX is a top Five9 alternative:

3CX gives you control over call costs by letting you choose your own provider and using a no-user-billing pricing model, which can be more affordable for larger teams.

12. Avaya

Avaya is a legacy giant in the communications industry and a long-time competitor to Five9, especially in the large enterprise market. It offers a comprehensive suite of contact center solutions available in the cloud, on-premise, or in a hybrid model.

Key Avaya features:

• Hybrid deployment options: Supports complex on-premise, private cloud, and public cloud environments.
• Advanced journey mapping: Tools to orchestrate and manage complex, long-term customer journeys.
• Comprehensive WPO suite: A full suite for workforce and performance optimization.
• AI-powered features: Includes AI speech analytics, intelligent routing, and agent coaching tools.

Best for: Large organizations with complex hybrid or on-premise infrastructure requirements.

Pricing: Avaya uses custom, quote-based pricing for all of its contact center plans.

Pros	Cons
Great for blending on-premise and cloud	A higher-cost solution for enterprises
A long history of supporting large-scale operations	The cloud platform is less mature than the cloud-native competitors

Why Avaya is a top Five9 alternative:

Avaya is a good choice for enterprises that need to support complex hybrid environments during a slow cloud migration, something most cloud-native providers like Five9 cannot do.

Which Five9 Alternative Is Best for You?

To choose the best Five9 alternatives, consider your business priorities.

• For integrated UCaaS and CCaaS: Nextiva is the first choice. It integrates internal and external communications, is easy to use, and has accessible AI capabilities that offer unmatched value for SMB customer engagement.
• For large enterprises with complex business needs: NiCE CXone and Genesys Cloud CX are good providers, offering customization options, powerful real-time analytics, and advanced workforce optimization tools.
• For AI and automation features: Nextiva, Talkdesk, and Dialpad are excellent options. Talkdesk excels at workflow automation, Nextiva at AI-transcription and summarization, while Dialpad’s real-time voice intelligence is good for agent coaching and insights.
• For ultimate scalability and flexibility, Amazon Connect is a good choice. Its pay-as-you-go model and integration with the AWS ecosystem allow you to develop a fully customized solution that scales effortlessly.
• For start-ups and budget-conscious small businesses: Aircall and CloudTalk offer fantastic, easy-to-use solutions at a fraction of the cost of Five9 — perfect for teams that need powerful calling features without the complexity of an enterprise.

How Nextiva Meets All Your Contact Center Needs

For businesses that feel constrained by the complexity and siloed nature of Five9, Nextiva offers the most compelling and comprehensive alternative. It directly addresses the primary reasons users seek change: complexity, cost, and the lack of integrated internal communications.

Nextiva unifies UCaaS and CCaaS into an intuitive platform, eliminates the friction between field agents and the rest of the business, and creates a more unified, efficient, and responsive organization. While enterprise solutions like Five9 are powerful, Nextiva offers strong, AI-driven contact center capabilities — accessible, easy-to-use, and designed to support the entire business — not just the contact center.

If you’re looking to simplify your technology, empower your teams with user-friendly tools, and create a more connected customer experience, Nextiva is the clear choice.

Frequently Asked Questions