Moving from Five9 to managed VICIdial

Treat this as a rebuild rather than a migration. Five9 is a proprietary suite and VICIdial is a different product; no tool on either side converts one into the other. The work is exporting what you can, rebuilding your configuration by hand, and running both platforms side by side until the new one is boring.

Still deciding rather than planning? Read the VICIfast vs Five9 comparison first - it covers the published seat pricing, the stated 50-seat minimum, and the cases where staying on Five9 is the right call.

Do this first: recordings are the item that runs out of time

This is the one thing on the page that has to happen before anything else, because it cannot be done retroactively.

Five9's administration documentation states that "each recorded call is stored in a single file in WAV format" and that "the recordings are stored for 30 days in the properties of the agent's account." The offload mechanism is described in the same place: "if you have an FTP server, recordings are transferred in real-time to your server."

Read that as forward-only. The documented path moves recordings to storage you control as calls happen, which means a customer who has not already configured it has no documented way to reach back and bulk-extract history. If long-term recording retention matters to you - for QA, for disputes, for a regulator - configure that offload now and let it run for as long as you need coverage. Do not leave it until the cutover week.

Two related details worth knowing. Five9's reporting data dictionary describes the recording fields as links to the files, and states they are blank "if no recording exists or if the reporting storage limit has passed," with the default storage limit being 30 days - so an old report will not resurrect an expired recording. And Five9 documents that "by default, the number of simultaneous call recordings is limited to 20% of the provisioned agent seats," which is worth checking against what you assume you are capturing today.

Five9 also documents more advanced recording features, but gates them: their documentation notes the advanced recordings tab is "visible only if this option is enabled for your domain," and describes an admin-console recording upload capability as being in early adoption. Confirm what your own domain actually has rather than assuming.

Five9 does not publish a bulk data-extraction service or a migration-off offering. That is not a complaint - it is a planning constraint, and it is why the sequencing on this page puts recordings first.

What you can get out

Reporting and call history. Five9's reporting documentation describes exports in HTML, PDF, RTF, CSV and XLS, with a maximum of 50,000 records and 200,000 cells per export, and a 255-column ceiling for XLS, PDF, HTML and RTF - CSV alone is listed as having no column limit. Scheduled reports can be emailed, with their own attachment size caps.

The practical read: your history comes out in slices. Plan date-bounded exports rather than one big pull, reconcile row counts against the report totals as you go, and use CSV where the column limit would otherwise bite.

Contacts and leads - take them from your CRM. If your contact data lives in Salesforce, HubSpot or your own database, that is both the easier export and the better source of truth, because it is the copy your business already reconciles against. Pull from there and treat anything you extract from the dialer as a cross-check.

Your dispositions and campaign settings - as documentation. Whatever you can export or screenshot becomes the reference for the rebuild. It is not importable anywhere; it is the spec you rebuild from.

What does not come with you

Everything that makes Five9 a suite rather than a dialer. IVR scripts, routing, workflow automation, the CRM and UC adapters, quality management, workforce management, speech analytics and the AI features are all proprietary and have no VICIdial equivalent.

Replacements exist and sell standalone - Five9's own materials name established workforce-engagement vendors as alternatives to their bundled offering - but every one of them becomes a separate purchase, a separate invoice and an integration you own. If you rely on WFM or speech analytics today, price those before you compare monthly figures, because that is where a Five9 migration business case most often turns out thinner than it first looked.

Get your own contract's data-return and notice terms in writing before you give notice. What Five9 publishes on its documentation site is not the same as what your signed agreement says, and the agreement is the thing that governs how long you can still reach your data.

What you rebuild

All of the dialing configuration, and this is the bulk of the project. On VICIfast these are dashboard screens rather than files, which shortens it, but each is still a decision someone has to make again:

• Campaigns, dial method and pacing, with retry and recycle rules
• Lists and custom lead fields
• Dispositions, mapped from your Five9 codes - usually close to one-for-one with renaming
• In-groups and call menus, if you take inbound
• DIDs and inbound routing
• Trunks, pointed at your own carrier and its IP allowlist
• Caller-ID groups, agents, user groups, calling windows and holidays

Leads load through the dashboard's CSV importer: CSV only, roughly 500,000 rows per file, column mapping onto VICIdial's lead fields, and a minimum of a phone number and a last name. It offers dedupe scoping, a DNC mode that skips or flags matches, timezone assignment from area code or postal code, a downloadable error report, and a ten-minute undo. Expect more than one pass to get the mapping right.

To be explicit: our automated migration reads a standard VICIdial database over SSH. It cannot read a Five9 domain. No automated path exists from a CCaaS tenant into VICIdial, ours or anyone's.

The order to do it in

1. Configure the recording offload and let it run. Everything else can be caught up; this cannot.
2. Confirm your contract terms - notice period, renewal date, and what data return you are actually entitled to.
3. Export reporting history in date-bounded slices, reconciling counts as you go.
4. Pull contacts from your CRM, not from the dialer.
5. Provision the VICIfast server and connect your carrier.
6. Rebuild campaigns, dispositions, in-groups and users. Import one pilot list.
7. Pilot a non-critical campaign with a few agents while Five9 carries production.
8. Migrate campaign by campaign, in priority order, with both systems live.
9. Cut over, then cancel - in that order, and only after the recording offload has the coverage you need.

One to three weeks is realistic for a straightforward floor, with the parallel run doing most of the de-risking. Larger operations with WFM and analytics to replace should plan considerably longer, because the replacement tooling - not the dialer - is the long pole.

What to test before cutover

• Outbound on every trunk, and inbound on every DID
• Every disposition writing back correctly, especially any your payroll or reporting depends on
• Calling windows and per-state rules, with timezone assignment spot-checked against known leads
• DNC scrubbing, using a list seeded with a number you know is suppressed
• Recording capture, storage and playback on the new box
• Agent login, transfers, and the closer path
• Pacing on a pilot campaign before it touches good leads
• That your offloaded Five9 recordings are readable from your own storage - while the contract is still live

Cost

Five9 publishes two numbered tiers - Digital at $119 and Core at $159 per seat per month - with Plus, Pro and Enterprise quoted on request. The footnote is the part to read twice: prices are stated per concurrent user with a minimum of 50 seats, and Five9 states it also offers named-agent and pay-per-use models, so a quote may not resemble list pricing at all.

Concurrent seats are not headcount. A 70-person operation on staggered shifts with 50 on the phones at peak buys fewer seats than a 70-seat named licence. Get your own peak-concurrency figure before you compare anything.

VICIfast bills per server: Growth at $219 a month for a box sized at 25 agents, Pro at $399 for 50, Ultimate at $749 for 100, in the US region. Adding agents does not change the invoice until you outgrow the hardware. Carrier minutes sit on both sides of that comparison - on VICIfast they arrive as a separate invoice from your carrier. The full breakdown is on the comparison page, and the grid is at pricing.

Five9's published prices and documentation were checked in September 2026. Vendors change packaging often, so re-check their current pricing and administration documentation before you build a business case on any of these numbers.

Next steps

• VICIfast vs Five9 - the head-to-head: the seat minimum, the per-agent math at four floor sizes, and where Five9 genuinely wins.
• VICIfast pricing - the plan grid this migration lands on, billed per server.
• Start a 7-day trial - card validated, nothing charged until day 7. Worth provisioning early so the rebuild has a target.

Want a second opinion on the plan? Talk to us - scoping help costs nothing. A done-for-you migration is a paid onboarding add-on, and it is included free on the top plans.