Five9 —
AI-First Cloud Contact Center
Five9 is a Gartner Magic Quadrant Leader for CCaaS and the AI-first cloud contact center platform for mid-market and enterprise. Built on the Genius AI platform, Five9 delivers intelligent virtual agents, omnichannel routing, workforce optimization, and deep CRM integrations — including the only native Epic EHR integration in the CCaaS market, making it the platform of choice for healthcare Patient Access Centers. Fibi sources and negotiates Five9 on your behalf, at no cost to you.
Gartner Magic Quadrant Leader — CCaaS
Five9 is consistently positioned as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, recognized for completeness of vision and ability to execute across enterprise deployments.
Portfolio
Five9 Products & Capabilities
AI-powered contact center, self-service IVA, omnichannel, WFO, and deep CRM integrations — one platform, one vendor.
Intelligent Contact Center (Inbound · Outbound · Blended)
Five9 delivers a fully cloud-native contact center with skills-based ACD, intelligent IVR, predictive/progressive/preview dialing for outbound, and blended agent queues. All routing decisions are informed by the Genius AI platform — matching callers to agents based on intent, customer history, and predicted outcome rather than simple queue position.
Genius AI Platform (AI-First Architecture)
Five9 Genius AI is the unified AI layer across the entire platform — not a third-party add-on. It powers Intelligent Virtual Agents, real-time agent assistance (next-best-action prompts, live transcription, knowledge surfacing during calls), predictive routing, post-interaction analytics, and sentiment scoring. Low-code/no-code tools let administrators build and modify AI flows without developer involvement.
IVA — Intelligent Virtual Agent (Voice & Digital)
Five9 IVA provides AI-powered self-service across voice and digital channels — handling routine inquiries, appointment scheduling, payment processing, and FAQ resolution without agent involvement. Supports 100+ languages for global and multilingual deployments. In healthcare, IVA handles Patient Access Center workflows including appointment reminders, prescription refill requests, and pre-registration — directly integrated with Epic EHR.
Omnichannel (Voice · Email · Chat · SMS · Social)
True omnichannel routing — customers can start an interaction on one channel and continue on another without losing context. Five9's unified desktop presents agents with the full interaction history across all channels in a single view. Social media, live chat, email, and SMS channels are managed with the same ACD logic as voice, enabling consistent service level targets across every customer touchpoint.
Native Epic EHR Integration
Five9's native Epic integration is unique in the CCaaS market — enabling Patient Access Centers to surface patient records within the agent desktop during inbound calls, automate scheduling and reminders via IVA, enable click-to-call from within Epic workflows, and automatically log call outcomes back to the patient record. Eliminates the manual context-switching between contact center and Epic that most healthcare contact centers live with.
Workforce Optimization (WFO)
Integrated WFO suite covering workforce management (scheduling, forecasting, real-time adherence), quality management (call and screen recording, scorecard evaluation), speech analytics (automated transcription and sentiment scoring across 100% of interactions), and gamification (leaderboards, badges, performance challenges). Typically reduces overstaffing costs 10–20% while improving service level consistency.
Analytics & Reporting
Five9's analytics platform provides real-time dashboards, historical reporting, and AI-powered speech analytics across all interaction channels. Supervisors monitor queue health, agent performance, and service levels in real time. Post-interaction analytics surface trends, compliance risks, and coaching opportunities from 100% of recorded interactions — replacing manual quality review sampling with comprehensive automated analysis.
Gamification
Five9 Gamification applies game mechanics — leaderboards, achievement badges, performance challenges, and milestone rewards — to contact center KPIs. Proven to improve agent engagement, reduce attrition, and increase first-call resolution rates in high-volume contact centers. Configurable to any metric: CSAT, handle time, adherence, upsell rate, or custom KPIs defined by your operations team.
CRM Integrations (Salesforce · ServiceNow · Dynamics · Zendesk)
Pre-built, deep integrations with the major CRM and helpdesk platforms — Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Oracle, and more. Capabilities include screen pop on inbound (customer record surfaces before agent answers), automatic activity logging, click-to-dial, and workflow triggers (create case on call start, update opportunity on call outcome). Available without custom development via Five9's certified connectors.
Ideal For
Regulated Industries with High-Volume Contact Centers
Healthcare — Patient Access Centers
Hospitals, health systems, and insurers running Patient Access Centers rely on Five9's native Epic integration, HIPAA-eligible platform, and IVA for appointment scheduling and pre-registration automation. The Epic-Five9 combination is the gold standard for healthcare contact centers seeking to reduce handle time and administrative burden.
Financial Services & Insurance
Banks, credit unions, and insurance carriers use Five9's PCI-DSS-compliant platform for payment handling, claims processing, and customer service. AI-powered speech analytics and 100% interaction recording support FINRA/FFIEC compliance documentation and quality assurance programs.
Retail & E-Commerce
High-volume retail contact centers use Five9 for omnichannel customer service — order status, returns, live chat, and SMS — with CRM integration into Salesforce or ServiceNow. Gamification drives agent performance during seasonal peaks, and IVA handles tier-1 inquiries to reduce agent load.
Why Five9
Key Strengths
What sets Five9 apart from competing CCaaS platforms — and where its advantages are most pronounced.
Five9 is consistently positioned as a Leader in the Gartner Magic Quadrant for CCaaS — recognized for completeness of vision and ability to execute. One of a small number of pure-play CCaaS vendors with enterprise-grade capabilities and a multi-year track record of platform investment.
The only major CCaaS platform with a native Epic integration — not an API workaround. Healthcare organizations running Patient Access Centers see measurable reductions in handle time and scheduling errors when Five9 and Epic operate as a unified system.
Genius AI is built into the Five9 platform from the ground up — not layered on as an afterthought. IVA, agent assist, predictive routing, and analytics all run on the same data model, enabling AI features that compound in value as the platform learns from your specific interaction patterns.
IVA flows, routing rules, integrations, and reporting dashboards are all configurable through graphical, drag-and-drop interfaces — no developer required for most configuration tasks. Reduces professional services dependency and accelerates iteration on self-service and routing logic.
Compliance
Regulatory Framework Support
Five9's compliance portfolio covers the key frameworks for healthcare, financial services, and global operations.
Five9 offers HIPAA-eligible services with BAA support. Encrypted transmission, access controls, audit logging, and configurable data retention support covered entity deployments — including IVA flows handling PHI.
Five9 supports PCI-DSS compliance for contact centers handling payment card data — including pause-resume recording during card capture, scope-reduction guidance, and tokenization integration.
Five9 maintains SOC 2 Type II attestation across its cloud platform, providing third-party assurance over the security, availability, and confidentiality of the contact center infrastructure.
Five9 is GDPR-compliant for EU data processing — with data residency options, DPA support, and standard contractual clauses for European deployments. Relevant for global contact centers handling EU customer data.
Integrations
CRM & EHR Integrations
Pre-built certified connectors — screen pop, automatic logging, and workflow automation without custom development.
Why Use Fibi
Five9 Direct vs. Five9 Through Fibi
Your contract is with Five9 either way. The difference is the advisory, comparison, and support layer.
| Aspect | Five9 Direct | Five9 Through Fibi |
|---|---|---|
| Pricing | Published rack rate | Volume-negotiated — equal or better |
| Platform comparison | Five9 only | Five9 vs Genesys, NICE, Talkdesk & more |
| Quote turnaround | 3–7 business days | 24–48 hours across all CCaaS vendors |
| Contract support | Five9 sales rep | Independent advisor representing you |
| SOW review | Five9 professional services | Fibi reviews SOW terms on your behalf |
| Post-go-live support | Five9 support only | Fibi escalation + Five9 support |
| Advisory fee | N/A | $0 — vendor-funded |
FAQ
Common Questions About Five9
Get a Free Five9 Quote Through Fibi
Fibi will evaluate Five9 against competing CCaaS platforms for your specific requirements — agent count, channel mix, CRM stack, compliance needs, and Epic integration — and negotiate pricing on your behalf. No obligation, no sales pressure.
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