Five9 licensing covers the terms under which Five9, Inc. sells its cloud contact center software. Five9 describes its offer as an Intelligent CX Platform for customer service, and its public pricing page presents five straightforward bundles that let a customer choose a mix of AI capabilities, CRM adapters and a Workforce Engagement Management (WEM) solution.[1] The commercial unit is the agent seat, normally counted as a concurrent user, with named users for workforce engagement and optional per-minute usage pricing.[1][2] Five9 publishes no list price for most bundles and no public customer agreement. Its legal page lists the website Terms of Use, privacy policy, data processing addendums, business associate agreements and an archive of previous agreements.[7] The main services agreement was not retrievable without a login, so contract terms such as renewal, notice and audit rights are outside what this article can cite.
Editions
The pricing page lists five bundles. Digital covers digital channels only and is listed at USD 119 per seat per month. Core covers all channels with essential AI and is listed at USD 159 per seat per month. Plus (all channels with advanced AI), Pro (all channels with AI essentials and WEM) and Enterprise (all channels with advanced AI and WEM) carry the label “Contact Sales for flexible pricing”.[1]
| Bundle | Public price signal | Positioning on the page | Catalog |
|---|---|---|---|
| Digital | USD 119 per seat per month | Digital channels only | Digital bundle |
| Core | USD 159 per seat per month | All channels with AI essentials | Core bundle |
| Plus | Contact sales | All channels with advanced AI | Plus bundle |
| Pro | Contact sales | All channels with AI essentials and WEM | Pro bundle |
| Enterprise | Contact sales | All channels with advanced AI and WEM | Enterprise bundle |
All five list the same feature families: voice, chat, email, SMS/MMS and social messaging channels, AI summaries, live transcription, AI insights, AI Agent Assist and AI knowledge, plus blended inbound and outbound, agent desktop, geo redundancy, recording and dialer, a choice of adapters, a choice of workforce engagement and 24/7 support.[1] The page does not show which features are available in which bundle, because the check marks are graphical, so the order form or a quote is the only reliable statement of inclusions.
The page notes that a voice seat includes Agent Desktop Plus, geo redundancy, SRTP, call recording, ACD, IVR, dialer, reporting and queue management, and that SMS usage charges apply.[1] See A Voice seat includes the core contact center functions and SMS usage charges apply. Bundles list a choice of CRM adapters (Salesforce, ServiceNow, Dynamics, Zendesk or Oracle) and UC adapters (Microsoft Teams, Zoom, RingCentral or AT&T Office@hand), without saying how many may be selected.[1] See Bundles include a choice of CRM and UC adapters.
Metrics
Five9 offers several licence metrics.
- Concurrent user. The notes state that prices are per concurrent user, with usage-based pricing possibly applying, and a minimum of 50 seats.[1] See Concurrent agent seat and Bundle prices are per concurrent user with a 50-seat minimum.
- Named agent. Five9 says it prices on concurrent users, named agents or pay per use, and that WEM is offered on a named basis. When the named seats required exceed the concurrent seats sold, the additional seats are sold as add-ons.[1] See Named agent and WEM is named-basis and extra named seats are add-ons.
- Supervisor licence. A separate licence that Five9’s knowledge base says is no longer free of charge; additional licences are requested from the Customer Success Manager or Sales.[3] See Supervisor licence and The supervisor licence is no longer free of charge.
- Inbound and outbound lines. The Account tab shows the maximum inbound and outbound lines for the domain.[4] See Inbound and outbound lines.
- AI minutes. AI is described as 3000 minutes per bundled seat plus usage.[1] See AI minutes per bundled seat.
- Usage. Usage-based pricing, sometimes called per-minute pricing, is offered alongside concurrent and seat-based licensing.[2] See Usage-based (per-minute) pricing and Five9 offers per-minute pricing alongside concurrent licences.
Counting and floors
Concurrent counting means that the number of licences need not equal the number of agents. Five9’s blog describes concurrent seat licensing as allowing multiple human agents to use a single application licence during a 24-hour period, and says that in two- or three-shift operations an unlimited concurrent licence is far cheaper than usage-based pricing.[2] See Concurrent seat licensing lets many agents share one licence and Unlimited concurrent licences are cheaper for multi-shift operations. The same post says named licences can be costly for part-time agents and that BPOs may find usage-based pricing best for splitting billing between clients.[2] See Named licences cost more for part-time agents and BPOs may prefer usage-based pricing.
The enforced quantity is the domain licence. The administrator guide states that the number of users that can be added, regardless of role, is determined by the licence.[5] See The number of users is determined by the licence and the deeper article on concurrent seats.
The only floor on the public page is the 50-seat minimum, and the page does not say whether it applies to every bundle or only to the published prices.[1] See Fifty-seat minimum. Minimums for add-ons and term lengths are not published.
Programs
- Solution bundles are the main commercial program, along with custom quotes and pay per use.[1] See Solution bundles.
- Usage-based pricing is an alternative for seasonal, part-time or outsourcing workloads.[2] See Usage-based pricing option.
- Every customer receives Core Support, which Five9 describes as 24x7 global support, customer success management, a platform health dashboard, online training, communities and a knowledge base; Customer Success Bundles add tailored services.[6] See Core Support and Customer Success Bundles and Every customer receives Core Support.
- WEM can be sourced from Five9 or from the partners Verint (VCS) or Calabrio.[1] See WEM vendor choice.
Out of scope
This article does not cover Five9’s contract terms, SLA, renewal mechanics or confidentiality terms, which are in the unpublished customer agreement. It also does not cover regional bundle pricing, which Five9 publishes separately for other markets, or the Five9 website Terms of Use, which govern use of the website and not the licensed service.[7]
Compliance checklist
- Obtain the signed order and record the licence metric for each product: concurrent, named or usage.
- Compare the Account tab “Agents licensed” and line counts with the order.
- Track peak simultaneous logins against the licensed concurrent seats.
- List WEM named users and compare them with the named seats purchased.
- Record AI minutes consumed per bundled seat and any usage billing.