Five9 vs Zoom Contact Center (2026)
Comparing Five9 and Zoom Contact Center? Both are Contact Center & CCaaS and Voice & Phone AI tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at pricing and an estimated monthly bill, channels, compliance claims, and integrations, plus when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
At a glance
| Attribute |
 Five9
|
 Zoom Contact Center
|
|---|---|---|
| What it is | Cloud contact center platform with Genius AI voice and digital agents, agent assist, and analytics for enterprise support teams. | Zoom's omnichannel contact center with Virtual Agent self-service AI, Expert Assist agent guidance, and published per-agent pricing. |
| Pricing | Paid · $119/seat/mo | Paid · Custom |
| Est. monthly cost | $1,190/mo $119 per seat/mo | No published price to estimate |
| Founded | 2001 | 2011 |
| Categories | Contact Center & CCaaS Enterprise Voice & Phone AI | Contact Center & CCaaS Voice & Phone AI |
| Channels | ||
| Chat | ✓ | ✓ |
| ✓ | ✓ | |
| Voice | ✓ | ✓ |
| SMS | ✓ | ✓ |
| ✓ | — | |
| Social | ✓ | ✓ |
| Compliance (vendor-claimed) | ||
| SOC 2 | ✓ | ✓ |
| HIPAA | ✓ | — |
| GDPR | ✓ | — |
| ISO 27001 | ✓ | — |
| PCI DSS | ✓ | — |
| Data residency | US, EU (Frankfurt, Amsterdam) | US, EU (Germany), Australia, Brazil, Canada, Japan, Mexico, Singapore |
| Languages | 50+ languages (130+ for speech recognition) | 18 languages (English plus 17 in beta) |
| What the AI can do | ||
| Takes actions | ✓ | ✓ |
| Hands off to a human | ✓ | ✓ |
| Choice of LLM | Not verified | Not verified |
| Buying | ||
| Free trial | Not verified | Not verified |
| How you buy | Not verified | Sales-led (demo first) |
| Minimum commitment | 50 seats minimum | — |
| Company | Public company (NASDAQ: FIVN) | Product of Zoom Communications (public, NASDAQ: ZM) |
| Works with | Salesforce ServiceNow Microsoft Dynamics 365 Zendesk Oracle Microsoft Teams Zoom RingCentral | Salesforce Zendesk ServiceNow Microsoft Dynamics 365 HubSpot Zoom Workplace Zoom Phone |
| Key features |
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| Next step |
Full listing Visit site → |
Full listing Visit site → |
Estimates assume 5,000 conversations a month, 60% handled by AI and 10 agent seats, at each vendor's published list price (the cost calculator's model); treat them as a floor, not a quote. Compliance rows are what vendors publicly claim, and “Not verified” means we have not confirmed that fact yet, not that the tool lacks it.
Choose Five9 or Zoom Contact Center?
Choose Five9 if
Best for: Enterprise contact centers that want voice, chat, email, SMS and social routing plus AI agents, agent assist and workforce management from one public company, with published seat pricing from $119 and SOC 2, HIPAA, ISO 27001 and PCI DSS coverage, integrated with Salesforce, ServiceNow, Dynamics 365 or Zendesk.
- you need enterprise scale, security, and compliance
- you need WhatsApp coverage
- you need a vendor that publicly claims HIPAA, GDPR, and ISO 27001
Look elsewhere if you are a small team or want to try before buying: Five9 has no free trial or self-serve start, the entry price is per concurrent seat, and the AI capabilities sit in the higher Plus, Pro and Enterprise bundles that are quote-priced.
Choose Zoom Contact Center if
Best for: Organizations already on Zoom Workplace and Zoom Phone that want an omnichannel contact center in the same client, with Virtual Agent self-service, Expert Assist for live agents and workforce engagement tools, hosted in any of eight regions, on Salesforce, Zendesk, ServiceNow, Dynamics 365 or HubSpot.
- you want a newer platform built around modern AI agents
Look elsewhere if you want a price before talking to sales, a free trial, or a long compliance list: Zoom Contact Center is quote-priced with no trial or self-serve start, and its verified compliance claim is SOC 2 only.
About Five9
Five9 is a cloud contact center platform, the kind that runs the whole operation: inbound and outbound voice, chat, email, SMS, and social messaging, plus routing, quality management, and workforce tools. Its Genius AI suite threads through everything, with voice and digital AI Agents that resolve customer conversations on their own, AI Agent Assist that transcribes calls and coaches live reps, and AI Summaries, Insights, and Knowledge doing the after-call cleanup. In 2025 Five9 pushed hard into what it calls Agentic CX, adding an Agentic Engine plus AI Trust and Governance controls.
The company has been at this since 2001, when it started in San Ramon, California, betting that contact centers belonged in the cloud back when they lived in server closets. It went public on NASDAQ in April 2014 at 7 dollars a share under the ticker FIVN. In 2021 Zoom agreed to buy Five9 for roughly 14.7 billion dollars in stock, then shareholders balked and the deal was terminated that September. Longtime CEO Mike Burkland retired, handing the job to Amit Mathradas in February 2026. Today Five9 claims more than 3,000 customers, including Alaska Airlines, PUMA, Omaha Steaks, Wyndham, and Exact Sciences.
Five9 publishes exactly two prices. Digital costs 119 dollars per concurrent seat per month for digital channels only, and Core costs 159 dollars with voice included. The Plus, Pro, and Enterprise bundles are quote only, and everything carries a 50 seat minimum plus usage based charges. Bundled AI covers 3,000 minutes per seat before metered fees kick in, and the serious stuff, AI Agents and virtual agents, is sold as add-ons through sales. Budget accordingly.
Choose Five9 if you run a genuine contact center with 50 or more seats and want voice, digital channels, and AI under one roof from a vendor that will still exist next year. Skip it if you are a small team wanting a simple helpdesk: Zendesk or Intercom will fit better, cost less, and skip the sales calls.
Read the full Five9 listing → · See Five9 alternatives →
About Zoom Contact Center
Zoom Contact Center is Zoom's omnichannel cloud contact center, built into the same client agents already use for meetings and team chat. It routes voice, video, web chat, SMS, email, and social conversations from a drag and drop flow builder, and layers AI throughout: Zoom Virtual Agent handles self service on chat and voice channels, AI Expert Assist surfaces knowledge and next steps for live agents, and workforce engagement tools cover forecasting, scheduling, and quality management.
Zoom was founded in 2011 by former Cisco engineer Eric Yuan and entered this market in February 2022, when Zoom Contact Center went live in the US and Canada. Three months later it acquired conversational AI startup Solvvy, whose technology became Zoom Virtual Agent in early 2023. The bet has paid off: Zoom reported crossing 100 million dollars in annual contact center revenue in 2026, and at Enterprise Connect 2026 it unveiled Virtual Agent 3.0, a prompt driven Agent Architect, and an Agent Performance Suite for testing AI agents before deployment. Named customers include Vensure, AVI-SPL, Topaz Services, and Oxfordshire County Council.
Pricing is refreshingly public by contact center standards. Zoom sells three tiers, Essentials, Premium, and Elite, with 2026 pricing reported at 69, 99, and 149 dollars per agent per month respectively. AI Companion summaries come with every tier, but AI Expert Assist requires Elite, and Zoom Virtual Agent is a separately quoted add on. Telephony minutes and toll free numbers are metered on top, so budget beyond the sticker price.
Choose Zoom Contact Center if your company already runs on Zoom and wants contact center, phone, and meetings under one roof, or if video support matters, since few rivals handle escalation from chat to video as smoothly. It suits mid market teams modernizing from legacy on premises systems. Skip it if you need a deep standalone helpdesk with ticketing built in, or the decades of niche routing features that Genesys and NICE veterans expect.
Read the full Zoom Contact Center listing → · See Zoom Contact Center alternatives →
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