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Five9 Interaction Analytics
San Ramon, California, USA
What it is
Five9 Interaction Analytics is a paid analytics product for contact centers. It analyzes captured customer conversations to show patterns in customer experience and agent performance across voice, email and chat. Listed tools include speech and text analysis, ad hoc queries, automatic topic identification, trend and root-cause analysis, and automated quality scoring with evaluation assignment. Calls are described as fully transcribed, while AI capabilities include natural-language understanding plus sentiment, emotion and acoustic analysis. Five9 lists 28 supported languages, language detection, multiple languages in one interaction and multilingual transcription. Results can appear during quality evaluations, with tags in transcripts and metadata available to Quality Management queries. Reports include dashboards, trend reports, word clouds and statistical comparisons. CRM and unified-communications integrations, APIs and SDKs are listed. Digital costs $119 a month per concurrent user; Core costs $159 a month per concurrent user, each with a 50-seat minimum.
For and against
For
- Analyzes voice, email and chat interactions
- Lists 28 supported languages
- Includes sentiment, emotion and acoustic analysis
- Offers CRM and communications integrations
- Provides quality-management metadata
Against
- No free plan is listed
- 50-seat minimum applies
- Usage-based pricing may apply
- Plus, Pro and Enterprise prices are unlisted
The verdict
Five9 Interaction Analytics provides multilingual conversation analysis, quality scoring and reporting alongside integration options. Its paid structure and 50-seat minimum make pricing review important for smaller deployments.
Who it suits
This suits enterprise, mid-market and SMB contact centers seeking conversation analytics, compliance support and quality-management workflows. Teams should note the concurrent-user pricing and minimum seat requirement.
Plans and prices
Digital
Digital channels only · prices per concurrent user · minimum 50 seats · usage-based pricing may apply
Read 5 Oct 2026 · five9.com
Core
All channels with AI essential · prices per concurrent user · minimum 50 seats · usage-based pricing may apply
Read 5 Oct 2026 · five9.com
Enterprise
All channels with Advanced AI and WEM · prices per concurrent user · minimum 50 seats · usage-based pricing may apply
Read 5 Oct 2026 · five9.com
Plus
All channels with advanced AI · prices per concurrent user · minimum 50 seats · usage-based pricing may apply
Read 5 Oct 2026 · five9.com
Pro
All channels with AI essentials and WEM · prices per concurrent user · minimum 50 seats · usage-based pricing may apply
Read 5 Oct 2026 · five9.com
On the record
- AI analysis
- Listed capabilities include AI-based natural language understanding and sentiment, emotion, and acoustic analysis.five9.com · read 4 Oct 2026
- Analysis features
- Features include trend and root cause analysis, ad hoc queries, automated quality scoring and evaluation assignment, speech and text analysis, and automatic topic identification.five9.com · read 5 Oct 2026
- APIs
- Five9 APIs and SDKs support integrations with enterprise and proprietary applications, including ERP, billing, reporting, and unified communications systems.five9.com · read 5 Oct 2026
- Audience
- Five9 describes its platform as serving enterprise, mid-market, and SMB customers worldwide.five9.com · read 5 Oct 2026
- Business insights
- It helps identify customer journey bottlenecks, improve interaction outcomes, manage compliance, and improve quality management programs.five9.com · read 5 Oct 2026
- Channels and transcription
- The product supports voice, email, and chat and provides 100% recorded call transcription.five9.com · read 5 Oct 2026
- Company background
- Five9 says it was founded in 2001 and is a provider of cloud contact center software.five9.com · read 5 Oct 2026
- CRM integrations
- Five9 lists pre-built CRM integrations with Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.five9.com · read 5 Oct 2026
- Integrations
- Five9 pricing lists CRM adapter options including Salesforce, ServiceNow, Dynamics, Zendesk, or Oracle, and UC options including Microsoft Teams, Zoom, RingCentral, and AT&T Office@Hand.five9.com · read 4 Oct 2026
- Intended use
- Five9 describes the analytics as helping contact centers identify customer journey bottlenecks, manage compliance, improve interaction outcomes, and strengthen quality management programs.five9.com · read 4 Oct 2026
- Language and sentiment
- Five9 lists AI-based natural language understanding, sentiment, emotion, and acoustic analysis, plus 28 supported languages and language detection.five9.com · read 5 Oct 2026
- Languages
- The product page lists 28 supported languages, language detection, multiple languages in a single interaction, and multilingual call transcription.five9.com · read 4 Oct 2026
- Pricing limits
- Five9 says listed prices are per concurrent user, have a 50-seat minimum, and may involve usage-based pricing.five9.com · read 4 Oct 2026
- Purpose
- Five9 Interaction Analytics analyzes captured voice and digital interactions to help understand customer experience and agent performance.five9.com · read 5 Oct 2026
- Quality management
- Analytics results can appear during evaluations, with tags visible in transcripts and analytics metadata available in quality management queries.five9.com · read 5 Oct 2026
- Reporting
- Trend and root cause tools include automatic topic identification, trend reports and dashboards, word cloud visualization, and statistical comparison.five9.com · read 5 Oct 2026
- Security and compliance
- Five9's pricing page says bundled seats include geo redundancy, SRTP, and call recording; it also notes that SMS usage charges apply and AI includes 3,000 minutes per bundled seat plus usage.five9.com · read 5 Oct 2026
- Security documentation
- Five9 says its Trust Center provides security, privacy, and compliance information and includes industry assessment responses such as SIG and CAIQ.trustcenter.five9.com · read 4 Oct 2026
