Five9 Alternatives: Top 7 Competitors in 2025

Five9 has long been a key player in the contact center software space, trusted by enterprises for its reliability and strong partner ecosystem. But as customer expectations shift and businesses push for more seamless, AI-driven engagement, it becomes imperative to consider alternatives to Five9. Why so? Five9 users have reported serious roadblocks that hinder agility and growth.

• Inability to scale across modern customer service channels, making it harder to meet customers where they are.
• Fragmented data across multiple consoles is leading to inconsistent, frustrating experiences.
• Dependency on third-party systems just to leverage AI capabilities — adding unnecessary complexity and cost.

When your contact center technology starts feeling like a limitation rather than a competitive advantage, it’s time to consider alternatives. The right Five9 alternative will help you actively remove friction, unify data and integrate AI where it matters —without forcing you to rely on disjointed workarounds.

In this guide, we’ll explore the best Five9 competitors that are purpose-built to address these challenges. We’ll compare their features, customer sentiment and pricing to help you find a platform that aligns with your business goals — so you can deliver great service without compromise.

Why consider alternatives to Five9?

While Five9 has been a trusted name in the industry, a recent class action lawsuit has raised concerns about its business performance, citing issues with customer retention and new bookings. As the outcome remains to be seen, it’s a reminder that businesses should regularly assess how transparent vendors are with their financial declarations and how stable the vendor is financially.

A contact center platform should support your growth, not hold it back. If you're struggling with limitations in scalability or flexibility, it’s worth considering other options.

1. Outdated interface

Five9’s infrastructure is built on legacy PBX technology, relying on a Java-based admin console that feels clunky and outdated. Managing workflows can be unintuitive, with slower performance compared to modern cloud contact centers. While a web-based version is in progress, the transition has been gradual, delaying AI-driven improvements and slowing down feature rollouts.

2. Lack of unified interface

Five9’s digital engagement is limited to email, chat and messaging, leaving businesses without extensive reach to serve their customers. Five9’s platform is also spread across multiple consoles and interfaces, each handling different functions separately. Instead of a unified system, admins and agents must navigate between different portals for tasks like configuration, reporting and digital engagement. That means businesses often end up juggling multiple apps — paying extra, training employees on separate systems and dealing with disjointed workflows that slow teams down.

3. Poor AI implementation

Five9’s AI capabilities heavily rely on external partnerships rather than being developed in-house. While its integrations with ServiceNow and Salesforce aim to improve workflows, they also expose a dependency on third-party platforms for AI-powered routing, real-time transcription and automation. This can lead to integration hurdles, limited customization and slower innovation cycles, making it harder for businesses to scale AI-driven efficiencies seamlessly within their contact center operations.

Top 7 Alternatives to Five9

Based on 2025 research, here’s a list of the top seven Five9 competitors any business can prefer:

Five9 Alternative 1#: Sprinklr Service

As a cloud-native solution, Sprinklr Service is a strong Five9 alternative, offering a truly Unified CCaaS. Unlike Five9’s fragmented ecosystem, platform has been built from the ground up on a single codebase which consolidates all communication channels into a single, seamless interface, eliminating data silos and ensuring smooth interactions. With purpose-built AI leveraging both internal and external data, it provides deep customer insights while scaling effortlessly across 35+ digital channels, ensuring a cohesive and uninterrupted experience as you grow.

1. Truly omnichannel

Sprinklr enables omnichannel engagement with a channel-less architecture that removes the barriers between communication platforms, so your customers can switch between channels without losing context. Built with AI at its core, it orchestrates seamless cross-channel interactions, allowing you to create truly fluid, uninterrupted experiences.

Unlike Five9’s fragmented framework, which requires managing multiple consoles, Sprinklr enables agents to engage customers effortlessly across 35+ digital channels — whether voice, social, messaging or email — from a unified agent console. Its reusable workflows can be deployed instantly across 30+ channels in over 100 languages, eliminating the need for manual redeployment and ensuring a consistent, high-quality experience at every customer touchpoint.

2. Self-reliant AI architecture

Sprinklr’s AI infrastructure is natively and deeply embedded within its platform, delivering real-time, intelligent support across every customer interaction. Unlike Five9, which relies on third-party AI partnerships, Sprinklr’s unified AI engine — combining proprietary AI and generative AI— acts as a central intelligence hub, always refining and optimizing multiple contact center functions. Trained on CX data across all public sources and internal systems for over a decade, the AI brings unmatched accuracy, faster resolution and a more productive agent experience, powered by advanced capabilities such as:

• Predictive CSAT: Five9 offers no predictive CSAT capabilities, meaning businesses lack real-time insight into customer sentiment during live interactions. Sprinklr, on the other hand, provides AI-powered CSAT prediction to gauge customer satisfaction mid-conversation and deploys automated surveys after interactions for deeper feedback. This allows businesses to track agent impact across every channel and adjust coaching strategies with data-backed precision.
• Native sentiment analysis: Sprinklr’s in-house AI, developed over a decade, is built to analyze unstructured CX data with exceptional accuracy. It leverages 1,250+ industry-specific AI models, supporting 100+ languages across 150 countries, delivering insights tailored to each business’s needs. Five9, on the other hand, relies on third-party AI solutions, which may not offer the same level of precision, specialization or global adaptability.
• Specialized AI models: Sprinklr’s specialized AI models are built for industry-specific and brand-specific use cases, delivering 90%+ best-in-class accuracy across customer interactions. Its AI powers everything from self-service automation to omnichannel routing and agent assistance. Unlike Five9, which charges an additional monthly fee for fine-tuning, Sprinklr’s AI continuously improves through automated feedback loops and real-time learning, enabling faster time-to-value without extra costs.

Sprinklr harnesses the power of generative AI

Sprinklr blends its in-house Sprinklr AI with OpenAI’s GPT models and Google Cloud’s Vertex AI — all seamlessly infused into Sprinklr AI+ ✨.

The result is simply smarter automation, sharper insights and elevated conversations that make every interaction feel effortless. Whether it’s boosting agent productivity or refining customer engagement, Sprinklr’s refined yet powerful GenAI ensures your front office runs at its absolute best.

Curious to see it in action? Connect with Sprinklr’s expert team today — they’re ready to help you explore the possibilities!

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Customer testimonials

💪 What works best

“Everything is together, I don't have to manage several tabs at once. I'm mostly in customer service and my case flow on Sprinklr is much smoother than when I'm on platforms natively. We really only go to the native site when we have to because Sprinklr is so convenient.” Source

💡What could be better

“Being a long-time agent console user, I found sometimes getting logged out automatically while I was idle or busy with another task which I wish you can improve!” Source

Verdict: Sprinklr seems to stand out as a strong Five9 alternative. While Five9 is known for its responsive support, but with teams based in the Philippines, it lacks in-theater coverage for businesses needing localized assistance. Sprinklr, on the other hand, offers global support with local expertise, ensuring businesses get timely, region-specific guidance when it matters most.

Beyond support, there’s also the question of platform consistency. As Five9 expands its capabilities through acquisitions, this approach often results in integration hurdles and fragmented user experiences. Sprinklr, in contrast, is built as a unified platform from the ground up, delivering seamless AI-driven CX operations without the need for patchwork fixes or disjointed add-ons.

Five9 Alternative 2#: Genesys

Genesys is a strong alternative, especially for contact centers looking to elevate customer satisfaction. Its cloud-based Genesys Cloud CX platform seamlessly manages both inbound and outbound interactions, providing a comprehensive CCaaS solution designed for smooth, efficient engagement.

🚀Top features

• Uses AI to assist agents in real time, analyze performance trends and route customers intelligently based on past interactions.
• Enhances workforce management with gamified scorecards, tailored coaching hubs and precise AI-driven demand forecasting.
• Provides wide-reaching global support with localized expertise, ensuring businesses get the right assistance wherever they operate.

Customer testimonials

💪 What works best

“Genesys brings to their CCaaS solution AI powered solutions like Predictive Engagement, Predictive Routing and Sentiment Analysis that is a step beyond compared to other solutions on the market. Another aspect that I can mention is the ease of integration since Genesys has a large amount of out-of-the-box "add-ons" that can be found in the Genesys AppFoundry website.” Source

💡What could be better

“Support provided by a 3rd party vendor is often lacking and requires multiple requests for follow up information.” Source

Verdict: Genesys stands out as a flexible, end-to-end contact center solution, supporting both cloud and hybrid environments to fit diverse infrastructure needs. With 350+ built-in integrations, it allows businesses to customize workflows effortlessly, ensuring a smooth transition without operational disruptions.

Beyond its adaptability, Genesys consistently outperforms Five9 across multiple categories, with higher average ratings and more reviews on G2 — a testament to its reliability, depth of features and product usability.

Five9 Alternative 3#: NICE CXOne

🚀Top features

• A powerful workforce management solution that helps businesses optimize call center scheduling, productivity and agent performance.
• Connects to a vast ecosystem with 100+ development partners and 400+ open APIs, allowing for deep customization and flexibility.
• Delivers a comprehensive suite of integrated tools, including workforce management, quality monitoring, analytics and IVR, ensuring end-to-end contact center efficiency.

Customer testimonials

💪 What works best

“What I liked most is that it offers a wide range of functionalities to cover various needs, such as omnichannel communication or analytics. I love the chat and emails, as well as the excellent use of analytics and the provision of good services.” Source

💡What could be better

“Some of the backend programming is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation.” Source

Verdict: NICE CXone stands out as a fully unified, secure and future-ready CCaaS platform built to meet the evolving demands of modern contact centers. Unlike Five9, which lags in product updates and relies on third-party integrations for advanced functionality, CXone offers native applications that work seamlessly together for a smoother, more efficient experience. Moreover, CXone meets FedRAMP certification standards, ensuring enterprise-grade security, while Five9 falls short in this critical area. For businesses seeking agility, security and innovation — all in one place — CXone is the stronger choice.

Five9 Alternative 4#: Amazon Connect

🚀Top features

• Amazon Q identifies customer issues in real-time, equipping agents with contextual insights and response suggestions to reduce AHT — all within a single workspace.
• Amazon Contact Lens delivers real-time analytics and quality management, enabling businesses to extract key insights and make informed adjustments on the go.
• Customer profiling keeps agents informed with live, automatically updated customer data, pulling from multiple sources to create a well-rounded view of each customer.

Customer testimonials

💪What works best

“Ability to integrate with different systems, easiness of such implementations and everyday use.” Source

💡What could be better

“There are times when the sign in would require you to repeated do the process. This added step can take precious time when logins should be straightforward.” Source

Verdict: Amazon Connect delivers a scalable, enterprise-grade CCaaS solution backed by AWS’s trusted infrastructure. Recognized as a Leader in the 2024 Gartner Magic Quadrant for CCaaS, it offers businesses the flexibility of a pay-as-you-go model, keeping costs manageable without sacrificing performance. With built-in migration tools and cost evaluation features, planning and deployment are streamlined, while an extensive resource library ensures a smooth onboarding process.

Five9 Alternative 5#: Talkdesk

Talkdesk is a leading innovator in contact center technology, offering CX Cloud, a cloud-native platform designed for customer experiences. With an intuitive interface and scalable architecture, it empowers businesses to modernize operations seamlessly, using low-code custom integrations for greater flexibility. Unlike Five9, Talkdesk provides a comprehensive, end-to-end solution that integrates with existing infrastructure, enabling companies to upgrade without disruption while tailoring tools to their unique needs.

🚀Top features

• Talkdesk Ascend AI™ enhances automation with human-in-the-loop technology while strengthening security through AI-powered authentication.
• A no-code builder makes it easy to design and implement customer journeys, eliminating the need for deep technical expertise.
• Talkdesk Copilot™ acts as an AI-powered assistant, providing real-time guidance and support to agents during customer interactions.

Customer testimonials

💪What works best

“The (technical) customer service is amazing and actually unlike many other CS providers, directly reachable via phone. That's a huge plus point in my perspective when you quickly want to double check, confirm or simply fix things which potentially have a considerable impact on business. My CSM is superb and very flexible which isn't something one should take for granted. The ease of use and implementation of the software/service is also rather on the easy side.” Source

💡What could be better

“One thing we find challenging about Talkdesk is that some advanced reporting features can be a bit complex to navigate, and there are occasional delays in updates or new feature rollouts. However, their customer support is always helpful in resolving any issues.” Source

Verdict: Talkdesk is a strong alternative for businesses looking for a secure, cloud-native contact center with built-in AI capabilities and seamless usability. Unlike Five9, which depends on third-party authentication solution Auraya, Talkdesk offers AI-powered security through Talkdesk Identity™, ensuring biometric-driven authentication without external dependencies. Talkdesk Guardian™ further strengthens remote operations by optimizing call routing based on connectivity and flagging non-compliant behavior in real time. With a larger library of pre-built integrations than Five9, Talkdesk makes it easier for businesses to customize their dashboards as well.

Five9 Alternative 6#: Cisco Webex

Cisco Webex is a cloud-based contact center platform that brings video conferencing, messaging and calling into a single system. Built for businesses of all sizes, it supports high-quality audio and video, interactive whiteboarding and seamless screen sharing across devices. Webex offers strong security measures and integrates with a wide range of third-party applications, making it easy to connect with existing workflows.

🚀Top features

• AI-powered agent assistance gives real-time conversation summaries and smart response suggestions, making every interaction smoother.
• Omnichannel support unifies voice, email, chat and social media, so customers get a seamless experience no matter where they reach out.
• Intelligent routing ensures customers are always connected to the right agent, cutting wait times and boosting service quality.

Customer testimonials

💪 What works best

“The scalability, ease of use, and features the platform provides. We use Webex 2-3 times a month for our monthly corporate meetings that have over 200-300 users logged in at a time.” Source

👎 What could be better

“There are times when users may face technical issues such as problems with audio and video quality, which are often magnified during large meetings or when certain people have poor internet connectivity. Additionally, although the platform has many functions, it would be better if there were more options for making changes in the application to make the meeting setup more creative.” Source

Verdict: Cisco Webex Contact Center is a solid alternative for businesses looking for a fully integrated, AI-powered contact center. It stands out with strong omnichannel support, intelligent automation and compatibility with Cisco’s collaboration tools. That said, some users report a learning curve and occasional technical hiccups, especially during peak times. Still, with its extensive features and innovation-driven approach, Webex remains a powerful choice for businesses focused on elevating customer engagement.

Five9 Alternative 7#: 8x8

8x8 Contact Center keeps teams connected to customers with a flexible, easy-to-adjust platform, no matter where your team is. With a highly flexible setup, businesses can adapt quickly without jumping through hoops. A 99.999% uptime SLA ensures reliable performance, so downtime isn’t a concern. It also integrates effortlessly with Salesforce, Microsoft Teams and other essential tools, keeping workflows smooth and connected. Whether you're scaling up or fine-tuning operations, 8x8 makes sure teams stay efficient, responsive and always in sync with customer needs.

🚀Top features

• A strong global network of data centers ensures high reliability and low latency, keeping international operations running smoothly.
• 8x8 Engage™ extends powerful customer engagement tools beyond the contact center, enabling teams across the organization to connect more effectively.
• CX analytics offers advanced search and intuitive navigation, making it easy to move from big-picture overviews to deep, actionable insights.

Customer testimonials

💪 What works best

“The tools provided within the 8x8 Contact Center are exactly what our organization needs. They provide multiple options to accomplish what we need and they have experts available to help us troubleshoot or improve on the tools we use. Our partners at 8x8 are extremely engaged in meeting our needs and help identify the right subject matter experts each and every time a need arises.” Source

💡What could be better

“There is a bit of a learning curve when it comes to learning how to build call flows/scripts with 8x8 Virtual Contact Center, but it is something they are working to improve upon and make simpler and easier to automate very soon.” Source

Verdict: 8x8 is a strong choice for businesses that need global reach and rock-solid compliance. With direct connections to 160+ mobile network operators across 190+ countries, it ensures reliable messaging and seamless communication worldwide. Security is a top priority, with certifications like HIPAA, GDPR, ISO 27001 and NIST/FIPS encryption, making it a trusted option for data-sensitive industries. Businesses also get 24/7 support via the web, live chat and phone, so help is always available. For brands looking for a secure, scalable and globally connected contact center solution, 8x8 is well worth considering.

How to evaluate platforms like Five9

Five9 has its strengths, but it also comes with limitations that can’t be ignored. If you're exploring Five9 alternatives, the right choice should directly solve the challenges you’re facing today. Before making a switch, ask yourself these key questions — because the best solution isn’t just different, it’s better for your business.

1. Does the alternative still use legacy systems?

Five9’s outdated architecture is a recurring frustration among users, with many airing concerns on forums like Reddit about its struggle to keep pace with modern enterprise demands. Built on legacy PBX technology with a Java-based admin console and slow AI rollouts, Five9 often forces businesses to rely on external help just to stay competitive. If you’re scaling and need agility, it’s time to explore alternatives that aren’t stuck playing catch-up.

2. Does the Five9 alternative help you reach far and wide?

A true Five9 alternative should do more than just offer strong voice capabilities — it should expand your reach across every customer touchpoint. While Five9 delivers solid voice infrastructure, it lags in digital engagement, supporting only email, chat and messaging.

Look for a platform that seamlessly connects voice, social, messaging apps, live chat and more under a unified system. The right choice ensures global scalability, omnichannel flexibility and AI-driven routing — helping you meet customers wherever they are, not just where your technology allows.

3. Does the alternative offer end-to-end contact center management?

With Five9, you’re often left patching together third-party tools, leading to a fractured, stop-and-go experience for both agents and customers. The right platform should feel intuitive and effortless, keeping everything in sync without the extra workarounds. When systems flow as one, agents stay focused, customers stay engaged and every interaction feels natural, not pieced together.

4. Is the alternative keeping up with the AI revolution?

Five9 leans on third-party AI partnerships, which can mean less flexibility and a patchwork approach to automation. A smarter choice is a platform with AI built from the ground up — offering predictive routing, real-time agent assistance and deeply integrated intelligence that enhances every interaction without extra layers or compatibility issues. The right Five9 alternative shouldn’t just bolt on AI — it should have it woven into the core for a smoother, more adaptive customer experience.

AI isn’t coming — it’s already here, reshaping contact centers in ways you can’t afford to ignore. Our Contact Center Playbook breaks down how AI and GenAI are driving faster resolutions, smarter self-service and sharper decision-making. Get the real stories, the big wins and the blueprint for what’s next. Grab your copy now!

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Your search for an ideal Five9 alternative ends here

Your right Five9 alternative has to be a platform that moves with you, not against you.

Amazon Connect offers scalability and pay-as-you-go flexibility, backed by AWS’s powerhouse infrastructure for global reliability. Whereas 8x8 Contact Center stands out with strong omnichannel support and enterprise-grade security, making it a smart pick for businesses that need secure communication across regions.

But if you want a contact center that actually feels and is unified, Sprinklr Service is your best bet.

Built on Unified-CXM, it stitches together channels and eliminates silos altogether. Every interaction, AI insight and automation runs through one intelligent system, so agents don’t waste time jumping between tools and customers never feel the disconnect. Unlike platforms that bolt on AI as an afterthought, Sprinklr’s native intelligence powers predictive routing, real-time assistance and deep analytics — without extra layers slowing things down.

The contact center your customers deserve. Let’s make it happen — book your demo today.