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Software · head to head

Five9 vs Zoom

Five9 logo

Five9

Software

Intelligent cloud contact center

From
$149/month
Rated
-
Full reviewWebsite
Zoom logo

Zoom

Software

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoom has a free tier, so it costs nothing to try first.
  • 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; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: Five9 covers Intelligent routing, Zoom covers HD video & audio.

Where they differ

Only the attributes on which Five9 and Zoom actually diverge.

Attributes where Five9 and Zoom differ
AttributeFive9Zoom
Starting price$149/monthFree
Free tierNoYes
PlatformsWeb, DesktopWeb, iOS, Android, Windows, macOS
Founded20012011

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

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
  • ServiceNow

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Chat
  • Whiteboard

Both cover

  • Salesforce
  • SOC2
  • HIPAA

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 Zoom
  • Routing and managing high volume customer interactionsnot Zoom

Zoom

  • Team meetingsnot Five9
  • Webinarsnot Five9
  • Virtual eventsnot Five9
  • Online trainingnot Five9
  • Telehealthnot 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

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

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

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose Five9 if

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

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is Five9 or Zoom better?
Neither clearly leads. Five9 starts at $149/month and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Five9 or Zoom?
Zoom has a free tier; the other does not. Paid plans start at $149/month for Five9 and Free for Zoom.
Does Five9 or Zoom run on more platforms?
Five9 runs on Web, Desktop. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Zoom for free?
Yes. Zoom has a free tier, so you can try it without paying. Five9 starts at $149/month.
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 Zoom is typically brought in for.
What can Five9 do that Zoom cannot?
Five9 covers Intelligent routing, IVR, ACD, Dialer. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Salesforce, SOC2, HIPAA.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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