Managing a contact center comes with its fair share of challenges, from keeping agents productive to meeting customer expectations across different channels. The software you rely on should make things easier, not add to the complexity.
For some businesses, Five9 doesn’t always check every box, which is why exploring other platforms can be worth the time.
In 2025, there are several alternatives that promise simpler setups, flexible features, and tools that better fit different business needs. In this article, we’ll explore six options that stand out as strong replacements for Five9.
6 Contact Center Alternatives to Five9
Here’s a quick summary of all the tools we’ll provide to you today.
| Tool | Features Five9 Lacks | Why It’s a Better Upgrade | Monthly Price |
|---|---|---|---|
| Talkroute |
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| Nextiva |
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| 8×8 Work |
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| Pricing not listed |
| Zoom Contact Center |
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| RingCentral |
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| Aircall |
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What Is Five9 and Why Should You Consider Switching?
Five9 is a well-known contact center solution that helps businesses handle customer interactions through phone, chat, and digital channels.
Source: five9.com
It comes with tools like intelligent virtual agents, automatic call distribution, and workforce optimization.
The platform is built to improve agent productivity, customer engagement, and overall customer experience.
With features like call routing, self-service automation, and real-time deep analytics, it has become one of the top contact center platforms out there.
Many business owners like Five9 because it packs in a lot of contact center capabilities. They point to its ease of use, quick support team, and integrations with third-party tools.
Reporting and analytics make it easier to track the customer journey and keep up with quality management.
The unified communications features help teams stay connected, while workforce management and video conferencing support day-to-day work.
Business owners also like AI capabilities, such as agent assist, which can help with routine customer inquiries and customer engagement.
Still, not everyone sticks with Five9. Some businesses are making the switch to other center solutions, and here’s why.
Call Issues and Technical Problems
Dropped calls and voice delays have been noted by users. In a busy contact center, these interruptions create friction during customer interactions and lower customer satisfaction.
Reliability is one of the most important parts of a business communications platform, so when problems appear often, decision-makers begin looking for alternatives that provide stronger performance.
Poor or Inconsistent Customer Support
The support experience varies depending on who you ask. Some describe the team as responsive, while others feel stuck waiting for answers.
When businesses rely on a central solution to manage customer engagement across multiple digital channels, slow support creates risk.
Delays in resolving issues can impact call routing, workforce management settings, or unified communications features, which in turn affect the quality of the customer experience.
Missing Features Compared to Competitors
Five9 covers many contact center capabilities, but users sometimes find that newer platforms offer more depth.
Examples include advanced workforce optimization, flexible call routing options, and more intuitive quality management dashboards.
Businesses that want modern AI capabilities or better integration with third-party tools may feel that Five9 doesn’t go far enough.
Five9’s digital engagement is also limited to email, chat, and messaging, leaving businesses without a unified interface and reducing their ability to reach customers across more communication channels.
These gaps often encourage leaders to compare competing platforms that can deliver a broader set of key features.
Complexity and a Steep Learning Curve
Although Five9 includes powerful tools, the interface is not always intuitive.
New agents may need extended training before they feel comfortable navigating the system. This extra time reduces agent productivity and slows down customer engagement.
Businesses looking for a center solution with an intuitive interface may find alternatives more suitable because they reduce onboarding time and make daily tasks easier.
Outdated or Rigid Interface
Some parts of Five9’s admin tools feel dated. For instance, generating custom reports or adjusting workforce management features can involve rigid menus that limit flexibility.
Businesses expect contact center platforms to keep pace with modern software standards, especially when managing the customer journey across digital channels.
Without a user-friendly design, leaders may see the system as harder to maintain than competitors with cleaner layouts.
Limited Flexibility in Reporting
Five9 provides real-time analytics, but the reporting templates are often described as rigid. Customization options are limited, making it tough for supervisors to match reports to specific business goals.
This can be a problem when leaders want to measure workforce management performance, analyze call routing effectiveness, or review customer engagement trends.
Competitors sometimes offer more adaptable reporting systems that allow deeper insights into the contact center.
Costs and Add-Ons
The base package may seem fair, but many features that businesses value, such as workforce optimization or advanced self-service automation, come at an extra cost. Over time, the total price can rise quickly, especially for growing companies.
This makes some owners compare other contact center platforms that provide a more predictable cost structure while still delivering the key features needed for customer satisfaction.
6 Alternative Contact Center Solutions You Can Try Instead of Five9
If you are looking to explore alternatives to Five9, you are not alone. Many business owners are now comparing other contact center platforms that offer flexible cloud phone features, stronger performance, and better value for their teams.
Here’s our top six picks.
1. Talkroute
Talkroute is a feature-rich cloud communications platform designed for small business owners who need reliable performance and extensive features without complicated setup.
It supports high call volumes and gives human agents the tools to manage customer interactions through call recording, voicemail, texting, and video conferencing.
Talkroute gives businesses a flexible call center functionality. It works on desktop, mobile, and web apps.
You also get extensions, automatic call distribution, and custom call routing. This setup makes it simple to scale and gives a professional experience for any business size.
Key Features
- Call forwarding and routing – Directs calls to any phone or desktop, with custom schedules and ring strategies
- Text messaging – Supports SMS and MMS from toll-free or local numbers, with user permissions and text-to-email alerts
- Video conferencing – Hosts meetings with up to 100 participants, with screen sharing, whiteboards, and chat tools
- Multiple apps – Desktop, mobile, and web apps give teams access to calls, texts, and meetings anywhere
- Call recording – Records inbound and outbound calls with unlimited storage for training or dispute resolution
- Extensions – Offers unlimited single-digit or multi-digit extensions to connect callers to departments or staff
- Voicemail – Includes voicemail-to-email, transcription, and customizable mailboxes for team members
- Menus and submenus – Creates auto attendants and advanced call flows for better customer direction
- Advanced features – Adds extras like dial-by-name directories, automated messages, and user-level permissions
Talkroute’s Pricing Structures
Talkroute offers affordable pricing for growing teams, with all plans free to try, no contracts, and no hidden fees.
The Basic plan is $19 per month and includes 1 number, 1 mailbox, unlimited calling, text messaging, video meetings, call forwarding, routing, and access to desktop, mobile, and web apps with 24/7 support.
The Plus plan costs $39 per month. It’s an upgrade from the basic plan with 2 numbers, 3 mailboxes, menus, single-digit extensions, simultaneous ring, live call transfer, and hours of operation settings.
At $59 per month, the Pro plan expands to 3 numbers, 10 mailboxes, submenus, multi-digit extensions, call recording, scheduled call forwarding, reporting, Voice Studio, and BAA.
The Enterprise plan is custom-priced and adds 10+ numbers, 20+ mailboxes, SLA, and account management. This plan can be customized for businesses looking for a reliable enterprise business phone system.
2. Nextiva
Source: nextiva.com
Nextiva is a cloud-based unified customer experience management (UCXM) platform that centralizes customer interactions across voice, messaging, email, social media, and video.
It combines AI-driven automation with advanced functionality for customer journey orchestration, workforce engagement, and real-time insights.
The platform supports rapid deployment while offering customization through third-party integrations and open APIs.
Key Features
- Unified platform – Centralizes all customer interactions across voice, chat, messaging, email, and social channels
- Customer journey orchestration – Automates workflows and provides real-time insights across the customer journey
- AI and automation – Supports rapid deployment of AI tools for self-service, sentiment analysis, and process automation
- Workforce engagement management – Simplifies employee management and reduces agent fatigue with built-in automations
- Third-party integrations – Connects with external systems using APIs for advanced functionality and scalability
Nextiva’s Pricing Structures
Nextiva offers three main monthly plans. The Core plan is $23 per user per month and includes inbound and outbound voice, business SMS, video meetings, screenshare and file share, call routing, team chat, and a mobile app.
The Engage plan costs $50 per user per month and adds customer-to-team SMS messaging, a toll-free number with minutes, advanced reporting, inbound sales and service call center capabilities, and live or bot web chat, along with all Core features.
The Power Suite CX plan is $75 per user per month for up to 100 agents. It includes voice and web chat, blended inbound and outbound calling, AI transcription and summarization, and customizable intelligent and skills-based routing.
Recommended reading
Nextiva vs RingCentral: Which Tool to Choose
3. 8×8 Work
Source: 8×8.com
8×8 Work is a unified communications platform that combines voice, video, messaging, and team collaboration in one system.
It includes enterprise-grade calling, video conferencing, team chat, and AI-powered productivity tools such as meeting transcription and automated summaries.
The platform is built for global communication with integrations to CRM systems and third-party applications, including Microsoft Teams, to extend functionality across business workflows.
Key Features
- Calling system – Supports inbound and outbound calls with features such as voicemail, SMS, and call management
- Video tools – Provides HD video meetings with recordings, transcription, and interactive options like polls and whiteboards
- Collaboration hub – Enables chat, file sharing, and asynchronous conversations to keep teams aligned
- Performance monitoring – Includes reporting and analytics to review call quality and team productivity
- App integrations – Connects with external tools, including Microsoft Teams, for extended functionality
8×8’s Pricing Structures
8×8 doesn’t publish pricing details.
4. Zoom Contact Center
Source: zoom.com
Zoom Contact Center is a cloud-based customer experience platform that unifies voice channels, video, chat, SMS, social, and email in one system.
It applies AI to automate routine tasks, assist agents in real time, and surface insights that help teams better understand customer needs.
The platform also integrates with CRM systems such as Salesforce, ServiceNow, Dynamics 365, and Zendesk, giving businesses a centralized way to manage interactions and improve efficiency.
Key Features
- Omnichannel support – Manages customer interactions across voice channels, chat, email, SMS, social, and video
- Virtual agent – Automates customer conversations 24/7 with AI-driven self-service tools
- AI Expert Assist – Equips agents and supervisors with real-time sentiment analysis, summaries, and next-best-action guidance
- Quality management – Uses AI scorecards to evaluate customer interactions and highlight areas for improvement
- CRM integrations – Connects with systems like Salesforce and ServiceNow to align service with customer needs
Zoom’s Pricing Structures
Zoom Contact Center has three main monthly plans.
The Essentials plan starts at $69 per user per month and covers inbound contact centers with features like interactive voice response (IVR), real-time transcription, CRM integrations, and inbound voice, video, chat, and SMS.
The Premium plan costs $99 per user per month and adds more digital channels, including email and social, as well as outbound dialers and cobrowsing.
The Elite plan is $149 per user per month and includes AI Expert Assist, advanced quality management, and workforce management tools.
All plans are billed annually, and concurrent licenses are available for businesses that want flexibility in how seats are used.
5. RingCentral
Source: ringcentral.com
RingCentral is a cloud-based communications platform that combines voice, video, messaging, and contact center tools into one system.
It supports businesses of all sizes with AI-powered features that assist with calls, meetings, and team collaboration.
The platform works globally and integrates with over 500 third-party tools, as well as popular messaging apps, through its open API framework.
Key Features
- Business phone system – Provides voice calling, SMS, and online fax in one service
- Video meetings – Includes HD video, screen sharing, and collaboration features for teams and clients
- Messaging tools – Supports direct messages, group chats, and file sharing for internal communication
- AI-powered features – Offers transcription, meeting summaries, and conversation insights across channels
- Integrations – Connects with CRM platforms, productivity software, and messaging apps through 500+ pre-built integrations and open APIs
RingCentral’s Pricing Structures
RingCentral offers three main monthly plans with different levels of functionality. All plans allow teams to manage calls, messages, and video in one app, with AI-powered tools to improve communication and productivity.
The Core plan is $30 per user per month and includes unlimited domestic calling, business SMS and MMS, HD video meetings, and access to messaging tools.
It also offers an AI Assistant for call transcriptions and captions, while an AI Receptionist is available as an add-on.
The Advanced plan, priced at $35 per user per month, adds auto call recording, support for multiple sites, and an AI Assistant for call notes and summaries.
At the top, the Ultra plan costs $45 per user per month and builds on the Advanced tier with customizable analytics, expanded reporting, AI Assistant for SMS and messaging, and up to 12 months of analytics history.
Recommended reading
RingCentral vs OpenPhone: Which One Offers More Value?
6. Aircall
Source: aircall.com
Aircall is a cloud-based customer communications platform that combines voice, messaging, and integrations with AI-driven tools.
It is designed for sales and support teams, offering AI voice agents to manage inbound calls, real-time conversation intelligence, call tagging, and automation for routine tasks.
The platform also supports WhatsApp messaging and connects with over 100 third-party applications, including CRM and help desk systems like Salesforce, Zendesk, and Microsoft Teams.
Key Features
- AI voice agent – Handles inbound calls around the clock to qualify and direct requests
- AI assist – Provides real-time insights and workflows to support agents before, during, and after conversations
- WhatsApp messaging – Allows teams to engage directly with customers on WhatsApp from the same hub as calls and texts
- Analytics and reporting – Tracks performance metrics and highlights areas for improvement
- App integrations – Connects with CRM and support tools such as Salesforce, HubSpot, Zendesk, and Microsoft Teams
Aircall’s Pricing Structures
Aircall requires a minimum of three licenses. The Essentials plan costs $40 per license per month, so three licenses start at $120.
It includes unlimited calls within the US and Canada, AI transcripts, IVR, call recording, SMS and MMS, and access to 100+ integrations. The Professional plan is $70 per license per month, with three licenses starting at $210.
It builds on Essentials by adding Salesforce integration, mandatory call tagging, advanced analytics, live monitoring, smart routing, queue callbacks, and sales tools like Power Dialer and Voicemail Drop.
For larger teams, the Custom plan requires at least 25 licenses, and pricing is not listed. It includes worldwide calling, custom onboarding, API developer support, SLA, and single sign-on.
Recommended reading
Aircall vs RingCentral: Features, Pricing Plans, & Which to Pick
Why the Right Contact Center Platform Matters for Your Business
Choosing the right contact center platform is more than just picking software. Let’s discuss what it offers your business.
Improve Operational Efficiency
A strong contact center platform helps reduce wasted time by connecting your systems and processes.
For example, a cloud native platform can link phone interactions with CRM systems so agents do not have to switch between tools. This kind of setup saves effort and improves average speed when handling inbound calls.
Support Agent Coaching and Growth
Strong platforms make agent coaching part of everyday work. Supervisors can coach agents in real time by reviewing live calls and offering targeted guidance.
These tools reduce the need for long periods of extensive training and keep learning continuous. By making agent coaching more practical, your team grows stronger while staying engaged in customer interactions.
Deliver Better Customer Experiences
Customers expect quick answers and smooth service. A well-designed contact center platform transfers important calls faster, provides agents with CRM data, and has advanced features like an IVR phone system and AI attendants that speed up responses.
When customers call, they want a personalized experience. With the right system, agents can meet those needs without delays, which builds trust and customer loyalty over time.
Balance Costs Without Losing Quality
Running a contact center can be costly, but a cloud native platform helps you stay cost-effective. You can scale your resources up or down as business needs change, without large upfront expenses.
Workflow automation and AI features also reduce manual work, which lowers costs while keeping service quality high. This balance makes it easier to grow without overspending.
Recommended reading
How to Get a Second Phone Line for Business in 3 Easy Steps
10 Online Business Phone Systems for Growing Companies
Talkroute: The Smarter Upgrade to Five9
Tired of the high costs and complexity of Five9? Talkroute is built to give you everything you need in a contact center solution without the headaches.
With easy setup, no hardware required, and straightforward pricing, it’s the platform designed to keep your team focused on customers, not clunky software.
Talkroute makes communication effortless. Route calls to any phone or desktop, manage unlimited extensions, and connect through mobile, desktop, or web apps.
Advanced tools like call recording, voicemail-to-email, video meetings, and customizable call flows let you create a system that fits your business, not the other way around.
It’s time to leave behind the limits of Five9 and move to a platform made for growth, flexibility, and reliability.
FAQs About Five9 Alternatives
Who does Five9 compete with?
Five9 mainly competes with other cloud contact center providers like Talkroute, 8×8, RingCentral, and Talkdesk. These companies all focus on call routing, customer support tools, and AI-driven contact center solutions.
Is Five9 owned by Zoom?
No, Five9 is not owned by Zoom. Zoom tried to acquire Five9 in 2021, but the deal was called off after Five9 shareholders voted against it.
How expensive is Five9?
Five9 doesn’t have a free tier, and pricing depends on features and business needs. The platform offers both usage-based pricing (also called “per-minute pricing”) as well as concurrent and seat-based licensing.
Costs often start at around $150 per user per month, but the final price can rise with larger call volumes or advanced features.
Is Five9 a CRM system?
Five9 is not a CRM system. It’s a contact center software that integrates with CRMs like Salesforce and Zendesk, but it focuses on customer communications rather than managing sales pipelines or customer records.
Stephanie
Stephanie is the Marketing Director at Talkroute and has been featured in Forbes, Inc, and Entrepreneur as a leading authority on business and telecommunications.
Stephanie is also the chief editor and contributing author for the Talkroute blog helping more than 200k entrepreneurs to start, run, and grow their businesses.
