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Telecommunications · head to head

Five9 vs Level AI

Five9 logo

Five9

Telecommunications

Intelligent cloud contact center

From
$149/month
Free plan
No
Full reviewWebsite
Level AI logo

Level AI

Customer Support

AI quality assurance and agent assist for mid-market and enterprise contact centres

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Five9 a 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month; Level AI pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • They diverge on capability: Five9 covers Intelligent routing, Level AI covers Automated QA scoring.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Five9 and Level AI actually diverge.

Attributes where Five9 and Level AI differ
AttributeFive9Level AI
Starting price$149/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, DesktopWeb
CategoryTelecommunicationsCustomer Support
Founded2001Unknown

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Five9

  • Intelligent routing
  • IVR
  • ACD
  • Dialer
  • WFM
  • Quality management
  • Analytics
  • Salesforce

Only in Level AI

  • Automated QA scoring
  • Semantic intent search
  • Agent assist
  • Coaching workflows
  • Custom scorecards
  • Voice of customer analytics
  • Dispute and calibration
  • CCaaS integrations

What people use each for

The jobs each tool is most often brought in to do.

Five9

  • Cloud contact centre across voice, chat, email and social messagingnot Level AI
  • Routing and managing high volume customer interactionsnot Level AI

Level AI

  • A 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding QA headcountnot Five9
  • A regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a samplenot Five9
  • A support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contactsnot Five9
  • A CX team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactionsnot Five9

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Five9

  • A 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month
  • Prices are per concurrent user rather than per named agent, which changes what a seat means when shifts overlap
  • Voice is excluded from the Digital plan and requires a quote
  • Usage based charges apply on top of the per seat rate
  • Three of the five tiers publish no price at all

Level AI

  • Pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • Integration to each contact centre or CRM system is charged as a separate implementation fee, which means a team running voice on one platform and chat on another pays twice before a single interaction is scored.
  • The unit economics do not work below roughly a hundred agents; smaller teams get quoted enterprise minimums that cost more than the QA analyst they were trying to avoid hiring.
  • Automated scores are only as good as the scorecard behind them, and the calibration work to get semantic questions scoring consistently falls on your QA team over several weeks before anyone trusts the output.
  • Transcription and semantic accuracy degrade on heavily accented speech, poor telephony audio and languages outside the main supported set, so multilingual operations often end up running manual QA in parallel for some queues anyway.

Pricing, plan by plan

Five9

$149/month
  • Core$149/month
    • Inbound/outbound
    • IVR
    • Basic CTI
  • Premium$169/month
    • Core + Chat/email
    • Quality management
  • Optimum$199/month
    • Premium + WFM
    • Proactive chat
  • Ultimate$229/month
    • Full suite
    • Advanced analytics

Level AI

On request
  • Level AI$undefined/year
    • Automated QA on all interactions
    • Custom scorecards
    • Semantic search

Which should you pick?

Choose Five9 if

  • You need intelligent routing.
  • You work on Web, Desktop.
  • You also want ivr.
Five9 review

Choose Level AI if

  • You need automated qa scoring.
  • You also want semantic intent search.
Level AI review

Questions people ask

Is Five9 or Level AI better?
Neither clearly leads. Five9 starts at $149/month and Level AI at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Five9 or Level AI?
Five9 starts at $149/month and Level AI at On request.
Does Five9 or Level AI run on more platforms?
Five9 runs on Web, Desktop. Level AI runs on Web.
What is Five9 best used for?
Five9 is most often used for cloud contact centre across voice, chat, email and social messaging, routing and managing high volume customer interactions. Of those, cloud contact centre across voice, chat, email and social messaging and routing and managing high volume customer interactions are not what Level AI is typically brought in for.
What can Five9 do that Level AI cannot?
Five9 covers Intelligent routing, IVR, ACD, Dialer. Level AI covers Automated QA scoring, Semantic intent search, Agent assist, Coaching workflows.

Answered from the vendors’ own pages

Five9: What is the minimum team size required to use Five9?

Five9 requires a minimum commitment of 50 seats for any subscription plan.

Source
Level AI: Does Level AI publish pricing?

No. Quotes are built per deployment from agent count, channel mix and product modules, and integration fees are added on top.

Five9: How is Five9 pricing calculated, per user, flat rate, or usage-based?

Five9 offers flexible pricing models: per concurrent user, per named agent, or pay-per-use. The pricing structure varies depending on the chosen bundle.

Source
Level AI: Can it replace our QA analysts?

It replaces the sampling and scoring work, not the judgement. Teams typically keep analysts for calibration, disputes and coaching design.

Five9: What does the entry-level Digital bundle include, and what does it cost?

The Digital bundle costs $119 per month per seat and supports digital channels only. Higher tiers (Core at $159, Plus, Pro, and Enterprise) are available, with Plus/Pro/Enterprise requiring contact with sales for pricing.

Source
Level AI: Does it work without a cloud contact centre platform?

It needs recordings and metadata from somewhere. If your telephony does not expose those through an integration or API, this is not a fit.

Five9: Are there additional charges beyond the base subscription?

Yes. All bundles include 3000 AI minutes per seat, but additional AI usage incurs charges. SMS messaging also has usage-based charges applied separately.

Source
Level AI: How long does implementation take?

Expect weeks, not days. Connecting systems is quick; getting scorecards calibrated to the point where team leaders act on the scores takes longer.

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