Five9 review for insurance agents: pricing, dialing and compliance
Five9 is a cloud contact center that runs inbound service and outbound campaigns on the same agents. It dials in preview, progressive, power and predictive modes.
It fits carriers and large agencies. Every plan needs 50 seats, so Core is where a voice call floor starts.
- Best for
- Carriers, large agencies and call centers with 50 or more seats
- Type
- Contact center with inbound routing and outbound dialing
- Price
- From $159 a seat per month for voice (Core), 50-seat minimum
- Dialing
- Preview, progressive, power (1 to 10 lines) and predictive
- Texting
- Yes, paid per message
- Recording
- Included, kept 30 days at most
- CRM connections
- Salesforce, Microsoft Dynamics 365, ServiceNow and Zendesk
Our take
Five9 is built for operations with a call center manager, not a solo producer. The 50-seat minimum puts even the cheapest plan in the thousands of dollars a month before usage.
For that size, it has the controls an outbound floor needs. Abandon-rate pacing, state calling-hour limits and number reputation monitoring come standard.
It doesn't scrub the Do Not Call list. Plan on your own scrub and an SFTP archive for recordings.
Pros
- Predictive dialing with abandon-rate pacing
- State calling-hour limits
- Spam label monitoring with weekly fixes
- Use Five9's carrier, your own or both
- Blended inbound and outbound on the same agents
Cons
- 50-seat minimum on every plan
- No Do Not Call scrub
- Recordings kept 30 days at most
- Minutes and texts are billed on top at contract rates
- No public trial
Plans and pricing
| Plan | Price per seat a month | What it adds |
|---|---|---|
| DigitalText, chat and email teams | $119 | Chat, email, texting and social with the dialer and recording. No voice |
| CoreVoice call centersWhere voice teams start | $159 | Every channel, phone menu, queues, dialer, recording and 3,000 AI minutes a seat |
| PlusTeams that want AI help on calls | Quote only | AI agent assist and knowledge |
| ProCenters that schedule and score agents | Quote only | Workforce management, quality management and analytics |
| EnterpriseLarge contact centers | Quote only | Everything in Plus and Pro |
Prices are per concurrent seat each month, as of October 2026, from Five9's pricing page. Every plan has a 50-seat minimum, and usage is billed on top.
What it would cost you
Cost per month
First-year cost
Cost per live call
Uses the seat prices in the table with the 50-seat minimum. Voice minutes, texts, AI use over the allowance, storage and setup are billed separately.
Good to know before you buy
- Seats are concurrent, so 50 seats can cover more people across shifts.
- Voice minutes are billed after the month at rates in your contract.
- Setup, training and implementation are quote only.
- Extra recording storage costs more.
Which plan has it
| Feature | Digital | Core | Plus | Pro | Enterprise |
|---|---|---|---|---|---|
| Voice calls | |||||
| Dialer | |||||
| Recording | |||||
| Texting, chat and email | |||||
| Phone menu and queues | |||||
| AI agent assist | |||||
| Workforce and quality management | |||||
| Analytics |
Dialing modes
| Mode | What it does | Lines per agent | Plan |
|---|---|---|---|
| Click-to-dial | Dial one number from the desktop or a CRM | 1 | All voice plans |
| Preview | Shows the record before the agent dials | 1 | All voice plans |
| TCPA Manual Touch | An agent clicks to start each call, the mode used to stay outside autodialer rules | 1 | All voice plans |
| Progressive | Dials when an agent is free | 1 | All voice plans |
| Power | Dials a set number of lines per agent | 1 to 10 | All voice plans |
| Predictive | Paces dialing to agent availability | Varies | All voice plans |
| Basic Autodial | Plays a recorded message with no agent. Marketing calls like this need prior written consent | No agent | All voice plans |
- Dropped calls
- Admins set an abandon percentage, and Five9 points US users to 3% or less over 30 days. Pacing slows when it's reached
- Two-second rule
- Counts a call as abandoned when the person waits two seconds or more for an agent
- Team size
- Predictive needs about 15 steady agents. Some power and progressive setups need 10
- Voicemail drop
- An agent plays a saved message when a machine answers
Inbound calls and transfers
Five9 began as an inbound and outbound contact center, so it blends both on the same agents. Routing can use CRM data or phone menu answers.
- Routing
- Skill, priority, intent, proficiency, time of day, CRM data or phone menu answers
- Queues
- Callbacks, priorities and wait times
- Phone menu
- With optional speech recognition and a virtual agent
- Live transfers
- Warm and third-party transfers, conference and hold
Phone numbers and spam labels
- Who supplies numbers
- Five9, your own carrier or a mix
- Porting in
- Yes. Port fees can apply
- Local presence
- Local caller ID and local numbers
- Number rotation
- Self-serve number swapping
- Call signing (STIR/SHAKEN)
- Certified Caller signs the number shown
- Spam label monitoring
- Number Reputation Management watches labels and files fixes each week. Swap a number after two weeks
Do Not Call, calling hours and consent
- National Do Not Call list
- Not scrubbed. Five9 checks only your own list
- State lists
- Your subscription
- Your own do-not-call list
- Add by call outcome or phone menu. Five9 processes bulk uploads of more than five numbers overnight, 11 PM to 6 AM Pacific, so a number added in the day isn't blocked until that night
- Calling hours
- Time zone from area code, ZIP or state. State calling-hour and date limits can be turned on
- Attempt limits
- Maximum attempts and a wait timer per outcome
- Opt-outs
- A call outcome or phone menu can add the number. Text keywords and replies can be set
What Five9 expects of you The contract puts consent, recording notice and privacy on the agency. Bring your own Do Not Call scrub.
Texting and registration
- Plans with texting
- All plans, paid per message
- Pictures
- Yes
- Carrier registration
- You create the 10DLC brand and campaign (US carrier registration for business texting) in the admin console
- Toll-free texting
- You send your company details and opt-in proof. Five9 files within about three business days, and review takes up to seven
- Opt-out words
- Set your own opt-out, opt-in and help words
Call recording and Medicare
- Recording
- Included on voice seats. Campaigns can record every call
- Recording notice
- Your job under the contract
- Pause
- Secure Payment Capture mutes card numbers
- How long it's kept
- At most 30 days. Sooner if offloaded by FTP or if your contract sets a shorter period
- Export
- FTP or SFTP, named by session ID
- Transcripts
- AI transcripts and summaries for up to 60 days
- After you cancel
- Contact data is kept 120 days. Numbers are held 90 days
Under CMS's rule for the 2027 plan year, Medicare calls need six years of storage, with audio for the first three. Set up the SFTP offload to your own archive before launch.
CRM and agency system connections
| Connects to | Type | How | What moves |
|---|---|---|---|
| Salesforce | CRM | Built in | Screen pops and history to the agent. Calls, outcomes and notes back |
| Web2Campaign | Lead intake | API | Web leads straight into a dialing list |
| APIs and SDKs | Automation | API | Calls, settings, reports and a CRM toolkit |
Five9 also lists Microsoft Dynamics 365, ServiceNow, Zendesk, Oracle and Authority Software. No agency management system connects directly.
Reporting and coaching
Reports
- More than 140 ready reports
- Live campaign, queue and agent views
- Custom dashboards and wallboards
- Reporting APIs
Coaching
- Silent monitoring, whisper and barge
- Screen and voice review with scoring forms
- AI quality scoring on higher plans
Getting started
Book a demo
Five9 sells through quotes. There's no public trial.
Sign the service order
Seats, term, usage rates and services go in the order.
Choose a carrier
Five9's, your own or both. Port numbers and set caller ID.
Register for texting
Create your brand and campaign in the admin console.
Map the CRM and train
Professional services cover campaigns, CRM mapping and agent training.
Help center and paid professional services.
Contract and canceling
- Term
- Monthly, yearly or multi-year, set in the service order
- Canceling
- Either side can end it for a material breach not fixed in 30 days
- Your numbers
- Held 90 days after closing
- Your data
- Export reports, lists and audio before the end. Contact data is deleted 120 days later
Terms as of October 2026, from Five9's terms.
What users say
What reviewers say most often, as of October 2026.
What users like
- Dialer productivity
- High-volume outbound handling
- CRM integration
- Call routing
- Recording
- Logging
- Reporting
- Customizability
- Reliability when well configured
- Single-pane agent workflows
What users dislike
- Complex administration
- Complex configuration
- Complex reporting
- Implementation effort
- Dated or inconsistent interface areas
- Call drops or freezes
- Unexpected logouts
- Support responsiveness after implementation
- Price and add-on costs
- Local-number and area-code availability
- Reporting learning curve
Five9 alternatives
- RingCentralPer user, prices on its sitePredictive contact center sold per seat with no minimum
- InterCloud9From $69 a user per monthPredictive dialer sold one seat at a time
- DialpadFrom $15 a user per month, billed yearlyPhone system with a power dialer for smaller teams
- ReadyModeFrom $199 a license per monthPredictive dialer priced for small call floors
See every option in insurance dialers.
Frequently asked questions
How much does Five9 cost?
Digital is $119 and Core $159 per concurrent seat each month, with a 50-seat minimum. Higher plans are quote only.
Is Five9 a predictive dialer?
Yes. It also offers power dialing at 1 to 10 lines per agent and a manual-touch mode.
Does Five9 scrub the Do Not Call list?
No. It checks your own list, and you handle the national and state scrubs.
How long does Five9 keep call recordings?
No more than 30 days. Offload them by SFTP to your own storage.
Is Five9 right for a small agency?
Rarely. Every plan needs 50 seats.
How we researched this review. We based this review on the pricing, terms and product pages published by Five9, reviewed in October 2026, together with our team's experience working with insurance agents and agency owners since 2008.
Corrections
Vendors change their pricing all the time and they don't email us when they do. So if you see a price on here that's gone up, a plan Five9 quit selling or a contract term that reads different now, let us know and send the link to the page where Five9 has it. Somebody here pulls up that page and checks it before we change anything on ours.