Zoom Contact Center vs Five9: Which Is Right for You?
Zoom Contact Center and Five9 represent different approaches to customer engagement. Zoom offers a contact center natively integrated with its UCaaS platform, ideal for organizations already using Zoom. Five9 is a pure-play cloud contact center with decades of experience and deep enterprise capabilities. The choice depends on whether you prioritize platform unification or contact center specialization.
Feature Comparison
How Zoom and Five9 stack up across key capabilities.
Core Contact Center
Five9 leads
Zoom Cloud-native contact center with omnichannel routing, video-enabled customer service, and native Zoom integration. Growing rapidly but newer to market.
Five9 Pure-play cloud contact center with 20+ years of experience. Deep omnichannel capabilities, advanced routing, and extensive enterprise features.
AI & Automation
Five9 leads Zoom Zoom AI Companion for meeting and conversation intelligence. Virtual agent capabilities growing with AI-first approach.
Five9 Five9 IVA (Intelligent Virtual Agent), AI-powered routing, real-time agent assist, and workflow automation. Mature AI capabilities purpose-built for contact center.
Workforce Management
Five9 leads Zoom Basic workforce management capabilities. Improving but not as mature as dedicated WFM solutions.
Five9 Full workforce management suite with forecasting, scheduling, adherence monitoring, and quality management. Enterprise-grade capabilities.
Platform Unification
Zoom leads Zoom Native integration with Zoom Meetings, Zoom Phone, and Zoom Team Chat. Single vendor for all communication needs.
Five9 Standalone contact center that integrates with various UCaaS platforms. Requires managing a separate vendor for internal communications.
Video Customer Service
Zoom leads Zoom Native video-enabled contact center leveraging Zoom's video expertise. Strong for use cases like telehealth, technical support, and consultations.
Five9 Video capabilities available but not a core differentiator. Five9 focuses on voice and digital channels.
CRM Integrations
Five9 leads Zoom Integrations with major CRMs including Salesforce and ServiceNow. Growing but newer integration ecosystem.
Five9 Deep, pre-built integrations with Salesforce, ServiceNow, Oracle, Zendesk, and Microsoft Dynamics. Mature integration ecosystem built over 20+ years.
Pros & Cons
Zoom
Strengths
- Native integration with Zoom UCaaS platform
- Video-enabled customer service
- Zoom AI Companion included at no extra cost
- Familiar interface reduces training
- Competitive pricing for combined UC + CC
Limitations
- Newer to the contact center market
- Fewer advanced CC features than pure-play solutions
- Workforce management less mature
- Fewer CRM integrations
Best For
Organizations already using Zoom that want to add customer engagement capabilities without introducing a new vendor. Ideal for video-enabled use cases like telehealth, financial advising, and technical support consultations.
Five9
Strengths
- 20+ years of contact center expertise
- Deepest feature set in cloud contact center
- Mature AI and automation capabilities
- Full workforce management suite
- Extensive CRM integration ecosystem
Limitations
- No native UCaaS platform (requires separate vendor)
- Higher price point than bundled UC + CC solutions
- Video capabilities are basic
- Steeper learning curve for administrators
Best For
Organizations where the contact center is a strategic differentiator and mission-critical operation. Best for large-scale operations (100+ agents) needing advanced WFM, deep CRM integration, and proven enterprise reliability.
Our Verdict
Choose Zoom Contact Center if you already use Zoom for internal communications and want a unified platform for both UC and customer engagement. Choose Five9 if your contact center is a mission-critical operation that demands the deepest feature set, most mature AI, and proven enterprise scalability. Zoom wins for simplicity and platform consolidation; Five9 wins for dedicated contact center excellence.
Frequently Asked Questions
Is Zoom Contact Center ready for enterprise use?
Can Five9 integrate with Zoom for internal communications?
Which platform has better AI capabilities?
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