Five9 is a cloud contact center sold in five bundles: Digital and Core at published prices, and Plus, Pro and Enterprise by quote. The alternatives split two ways. Keep Five9 and add an AI layer that analyzes and scores every conversation: Ender Turing, Level AI, Cresta, or Verint with Calabrio. Or replace Five9 with another contact center suite: Genesys Cloud CX, NICE CXone, Talkdesk, Amazon Connect or Dialpad. Five9 publishes two prices: Digital at $119 and Core at $159 per concurrent seat a month, with a minimum of 50 seats; quality management comes with the workforce engagement bundles, priced by quote.
The short answer
- Keep Five9 and score every conversation with AI, at a price you can see: Ender Turing. AutoQA scores 100% of conversations on your own scorecard, typically in 95%+ agreement with your own reviewers, with the accuracy shown for every point; it works in any language; the free plan has no expiry, and Team is $39 per agent a month. Five9 sends recordings and metadata through a documented SFTP connector, and the browser extension can record the Five9 agent workspace.
- Keep Five9 and add an enterprise AI platform with live agent assist: Level AI or Cresta, priced by quote.
- Keep Five9 and buy quality and workforce management from its own partners: Verint, which includes Calabrio. Five9 sells Verint's cloud applications pre-integrated, and lists Calabrio as a Select partner.
- Replace Five9: Genesys Cloud CX, with quality management from $115 per user a month; Talkdesk, with quality management in every plan and voice from $105 per user a month; NICE CXone, with Quality Management from $135; Dialpad, from $80 per user a month billed annually; or Amazon Connect, priced per use at $0.038 per voice minute plus telephony, with no seat licenses.
Five9 alternatives at a glance
| Tool | Kind | Starting price | Works with Five9 | Automated QA | Live agent assist |
|---|---|---|---|---|---|
| Five9 | Contact center suite | $119 per concurrent seat a month (Digital), $159 (Core), 50-seat minimum; quality management in Pro and Enterprise (quote) | — | Up to 100% of interactions | AI Agent Assist in Plus and Enterprise |
| Ender Turing | AI layer on your contact center | Free plan; $39 per agent a month | Yes: documented SFTP connector, and a browser extension for the Five9 workspace | 100% of conversations, accuracy shown per point | Ender Assist, early access, $0.49 per assisted call |
| Level AI | AI QA platform on your contact center | Quote: per agent, platform and usage | Yes, a dedicated Five9 integration | 100% of calls, chats, emails and bot conversations | Yes |
| Cresta | AI platform for human and AI agents | Quote | Yes, in its telephony integrations | Every interaction | Yes |
| Verint, with Calabrio | CX automation and workforce engagement | Quote | Yes: Verint pre-integrated and sold by Five9; Calabrio a Five9 Select partner | Up to 100% of interactions | Yes |
| Genesys Cloud CX | Contact center suite | $75 per user a month, billed annually; quality management from $115 | Replaces Five9 | AI evaluation of every interaction; AI scoring uses tokens | Agent Copilot, included in CX 4 ($240) |
| NICE CXone | Contact center suite | $110 per agent a month; Quality Management from $135, Interaction Analytics from $209 | Replaces Five9 | "Auto Score" for 100% evaluation coverage | Copilot for Agents, included in the Ultimate Suite ($249) |
| Talkdesk | Contact center suite | $105 per user a month for voice; quality management in every plan | Replaces Five9 | 100% of interactions | Copilot, an add-on |
| Amazon Connect | Contact center service, priced per use | $0.038 per voice minute plus standard telephony; no seat licenses or minimums | Replaces Five9 | Performance evaluations among its capabilities | Real-time agent assist |
| Dialpad | Contact center (Dialpad Support) | $80 per user a month, billed annually ($95 monthly) | Replaces Five9 | AI Scorecards | Real-time coaching prompts |
Sources, checked October 8–10, 2026: each vendor's own site (Five9, Ender Turing, Level AI, Cresta, Verint, Genesys, NICE, Talkdesk, Amazon Connect, Dialpad). Prices change; check the vendor's page before you buy.
What Five9 includes, and why teams look elsewhere
By Five9's own pricing page, a voice seat includes the agent desktop, call recording, IVR and a dialer, while the Digital bundle covers digital channels only. AI comes with 3,000 minutes per bundled seat, plus usage. Quality management, workforce management and analytics are sold as workforce engagement on a named-agent basis, from Five9 itself or from its partners Verint and Calabrio.
Three facts on that page drive most searches for an alternative:
- The 50-seat minimum. Prices are per concurrent user, with a minimum of 50 seats. A smaller team pays for seats it does not staff.
- Quality management sits in the quote-only bundles. Digital and Core have published prices; Pro and Enterprise, where workforce engagement is included, are priced by quote.
- AI is metered. The 3,000 included minutes per seat cover the AI features, and usage beyond that is billed.
None of these is a reason to leave a platform that routes your calls well. They are reasons to look at what you add on top of it, and what that costs.
Keep Five9: add an AI layer
Five9 keeps routing, the dialer and recording. The tools below listen to the recordings and turn them into scores, coaching and reports.
Ender Turing
Ender Turing listens to every conversation and scores it on your own scorecard, so reviewers spend their time on the calls that need a person: critical calls, disputes, calibration and coaching. AutoQA scores 100% of conversations, typically in 95%+ agreement with your own reviewers. The accuracy is shown for every scorecard point, and the accuracy-improvement workflow rewrites point definitions from their reviews.
Across 50+ contact-center deployments, the averages are 100% of calls automatically scored versus a 3–5% manual baseline, +19% customer satisfaction, −15% average handle time, and 68 QA hours saved per specialist per month (case studies). Ender Turing is rated 4.8 out of 5 on G2.
How it connects to Five9: Five9 exports each recording with its metadata to Ender Turing over SFTP, typically in hourly batches, and stereo recording with stitching by session ID keeps agent and customer apart. Where you want capture straight from the browser, the extension records the Five9 agent workspace on the US, EU and Canadian domains. It analyzes calls in any language. The free plan covers up to 5 agents with no expiry; Team is $39 per agent a month (pricing). Setup steps: Ender Turing for Five9.
The review screen: transcript on the left, the scorecard on the right, one click per point. Quality management →
Level AI
Level AI is an AI quality platform for contact centers. It scores 100% of calls, chats, emails and bot conversations, adds agent assist, and has a dedicated Five9 integration. Pricing is by quote, built from agents, platform and usage. It fits a team that wants an enterprise QA platform and is ready for a sales cycle.
Cresta
Cresta is an AI platform for human and AI agents, covering every interaction with automated quality scoring and live assist. It lists Five9 among its telephony integrations, and it sells by quote. It fits large operations that want live guidance during the call as much as scoring after it.
Verint, with Calabrio
Verint is the workforce engagement option Five9 sells itself: Five9's pricing page says Verint's cloud applications are pre-integrated, sold, configured and supported by Five9, and it lists Calabrio, now part of Verint, as a Select partner for quality management, workforce management and analytics. Verint evaluates up to 100% of interactions. It fits a team that wants quality and workforce management from one enterprise vendor on one contract.
Replace Five9: another contact center suite
These replace Five9 as the system that routes calls. Each has its own quality management.
Genesys Cloud CX
Genesys starts at $75 per user a month, billed annually, with quality management from $115. Its AI evaluates every interaction, and AI scoring uses tokens. Agent Copilot is included in CX 4, at $240 per user a month. It fits large, global operations that want routing, workforce management and AI in one suite.
NICE CXone
NICE CXone starts at $110 per agent a month; Quality Management comes with the Essential Suite at $135, and Interaction Analytics with the Complete Suite at $209. Its "Auto Score" covers 100% of evaluations, and Copilot for Agents is in the Ultimate Suite at $249. For teams coming from the NICE side, see our NICE CXone alternatives.
Talkdesk
Talkdesk prices voice from $105 per user a month, with quality management in every plan and 100% of interactions analyzed. Copilot, its live assist, is an add-on. It fits a mid-size team that wants quality management included rather than bought separately.
Amazon Connect
Amazon Connect has no seat licenses, no minimums and no long-term contracts. Voice costs $0.038 per minute plus standard telephony rates, and its capabilities include performance evaluations, conversational analytics and real-time agent assist. It fits a team with AWS skills that prefers paying for usage over paying for seats.
Dialpad
Dialpad Support, its contact center, costs $80 per user a month billed annually, or $95 monthly, with Advanced at $115 and Premium at $150. Quality management runs on AI Scorecards, and AI CSAT estimates satisfaction without a survey. It fits mid-market teams that want business phone, contact center and AI from one vendor.
How to choose
- Calls route well and the gap is quality: keep Five9 and add an AI layer. Compare whether each tool scores every conversation, shows its accuracy against your reviewers, and publishes its price.
- You want workforce management in the same contract: Five9's Pro or Enterprise bundle, or Verint with Calabrio.
- You staff fewer than 50 seats: Five9's minimum is 50 concurrent seats. Dialpad, Talkdesk and Genesys price per user if you replace it, and Ender Turing's free plan covers up to 5 agents on top of whatever routes your calls.
- You want to pay per minute, not per seat: Amazon Connect.
FAQ
Who competes with Five9?
Contact center suites compete with Five9 directly: Genesys Cloud CX, NICE CXone, Talkdesk, Amazon Connect and Dialpad. AI platforms compete with its built-in quality and analytics without replacing it: Ender Turing, Level AI, Cresta, and Verint with Calabrio.
Which is better, Dialpad or Five9?
They are priced for different teams. Five9 sells per concurrent seat with a 50-seat minimum, at $119 or $159 a month for its published bundles. Dialpad Support starts at $80 per user a month, billed annually. Five9 adds quality management through its workforce engagement bundles; Dialpad uses AI Scorecards. Ender Turing works with both: a documented connector for Five9, and its browser extension for calls made in Dialpad.
Is Five9 a CRM tool?
No. Five9 is a contact center platform that connects to your CRM through pre-built adapters for Salesforce, ServiceNow, Microsoft Dynamics, Oracle and Zendesk.
Does Ender Turing replace Five9?
No. Five9 keeps routing and recording; Ender Turing does the listening and the analysis. It scores every call against your own scorecard and required lines, in any language, and turns the findings into coaching queues, automations and executive boards (quality management).
