Five9

Five9 is consistently recognized as a Leader in the Gartner Magic Quadrant for CCaaS and differentiates on three dimensions: AI depth, healthcare specialization, and CRM integration quality. The Genius AI platform is native — not a third-party add-on — meaning AI-powered IVA, predictive routing, agent assist, and analytics all operate on the same data model as the contact center itself. Five9's native Epic EHR integration is unique in the CCaaS market and is a decisive factor for healthcare organizations running Patient Access Centers. And its pre-built connectors for Salesforce, ServiceNow, MS Dynamics, and Zendesk are deeper than most competitors, enabling screen pop, automatic call logging, and workflow automation without custom development.

Five9 Genius AI is the company's unified AI platform — encompassing Intelligent Virtual Agents (IVA) for voice and digital self-service, AI-powered agent assistance (real-time transcription, next-best-action prompts, knowledge base suggestions during live calls), predictive routing (matching callers to agents based on intent, sentiment, and historical outcomes), and post-interaction analytics. Genius AI supports 100+ languages for IVA deployments, enabling global and multilingual contact center operations from a single platform. Low-code/no-code tools allow non-technical administrators to build and modify IVA flows without developer involvement.

Yes — Five9's native Epic integration is one of its most significant healthcare differentiators. It enables Patient Access Centers to surface patient records directly within the agent desktop during inbound calls, automate appointment scheduling and reminders via IVA without an agent, enable click-to-call from within Epic workflows, and log call outcomes back to the patient record automatically. This integration eliminates the manual context-switching between the contact center platform and Epic that most healthcare contact centers live with, and is a primary reason Five9 is the CCaaS platform of choice for large health systems.

Yes. Five9 offers HIPAA-eligible services with BAA (Business Associate Agreement) support. The platform supports encrypted data transmission, access controls, audit logging, and data retention configurations required for covered entity deployments. Five9 also holds SOC 2 Type II attestation and PCI-DSS compliance for contact centers handling payment card data. For healthcare organizations, Fibi reviews which Five9 configuration is appropriate — IVA flows handling PHI require specific design decisions, and Fibi coordinates with Five9's healthcare solutions team to ensure compliant deployment.

Five9's cloud-native architecture and low-code/no-code configuration tools enable significantly faster deployment than on-premise contact center platforms. A standard inbound contact center with IVR, skills-based routing, and a CRM integration can typically go live in 4–8 weeks. IVA deployments with custom flows take longer depending on complexity. Five9's professional services team and Fibi's implementation coordination support accelerate the process — particularly for organizations migrating from legacy on-premise systems where porting, data migration, and parallel-run testing add time.

No. Your contract is with Five9 — Fibi is not a party to it. Five9 maintains the same base pricing regardless of channel. In practice, Fibi typically negotiates equal or better pricing through volume relationships and by presenting Five9 alongside competing CCaaS platforms to create competitive pressure. Our advisory is funded by a commission Five9 pays from their existing sales budget — it does not affect your invoice. Fibi also assists with statement-of-work review and contract terms, which is particularly valuable for multi-year CCaaS commitments.

Five9 Workforce Optimization (WFO) includes workforce management (scheduling, forecasting, real-time adherence), quality management (call recording, screen recording, scorecard-based evaluation), speech analytics (automated transcription and sentiment scoring across 100% of interactions), and gamification (leaderboards, badges, and performance challenges to drive agent engagement). WFO is available as part of the Five9 platform or integrated with third-party WFO vendors. For contact centers managing 50+ agents, WFO's forecasting and adherence tools typically reduce overstaffing costs by 10–20% while improving service level consistency.