Softwr

Telecommunications · head to head

Five9 vs Gainsight

Five9 logo

Five9

Telecommunications

Intelligent cloud contact center

From
$149/month
Rated
-
Full reviewWebsite
Gainsight logo

Gainsight

Sales Enablement

The #1 Customer Success Platform

From
$2500/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Five9 a 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month; Gainsight limited customization options; teams resort to exports and scripts when platform lacks required fields
  • They diverge on capability: Five9 covers Intelligent routing, Gainsight covers Health scores.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Five9 and Gainsight actually diverge.

Attributes where Five9 and Gainsight differ
AttributeFive9Gainsight
Starting price$149/month$2500/month
PlatformsWeb, DesktopWeb
CategoryTelecommunicationsSales Enablement
Founded20012011

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Five9

  • Intelligent routing
  • IVR
  • ACD
  • Dialer
  • WFM
  • Quality management
  • Analytics
  • ServiceNow

Only in Gainsight

  • Health scores
  • Churn prediction
  • Playbook automation
  • Customer 360 view
  • Journey orchestration
  • HubSpot
  • Slack
  • Ios support

Both cover

  • Salesforce
  • Zendesk
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Five9

  • Cloud contact centre across voice, chat, email and social messagingnot Gainsight
  • Routing and managing high volume customer interactionsnot Gainsight

Gainsight

  • Customer Successnot Five9
  • Retentionnot Five9
  • Health Scoringnot Five9

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Five9

  • A 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month
  • Prices are per concurrent user rather than per named agent, which changes what a seat means when shifts overlap
  • Voice is excluded from the Digital plan and requires a quote
  • Usage based charges apply on top of the per seat rate
  • Three of the five tiers publish no price at all

Gainsight

  • Limited customization options; teams resort to exports and scripts when platform lacks required fields
  • Integration reliability issues; broken connectors and schema changes create stale health scores
  • Cannot automatically track emails within the platform; requires manual logging or third-party solutions
  • Long implementation and setup; typically requires 12-24 weeks and mandatory implementation services
  • High total cost of ownership; Year 1 costs often exceed $200K including required professional services

Pricing, plan by plan

Five9

$149/month
  • Core$149/month
    • Inbound/outbound
    • IVR
    • Basic CTI
  • Premium$169/month
    • Core + Chat/email
    • Quality management
  • Optimum$199/month
    • Premium + WFM
    • Proactive chat
  • Ultimate$229/month
    • Full suite
    • Advanced analytics

Gainsight

$2500/month
  • Essentials$2500/month
    • Health scores
    • Customer 360
    • Playbooks
  • Enterprise$5000/month
    • Advanced analytics
    • AI predictions
    • Custom integrations

Which should you pick?

Choose Five9 if

  • You need intelligent routing.
  • You work on Web, Desktop.
  • You also want ivr.
Five9 review

Choose Gainsight if

  • You need health scores.
  • You also want churn prediction.
Gainsight review

Questions people ask

Is Five9 or Gainsight better?
Neither clearly leads. Five9 starts at $149/month and Gainsight at $2500/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Five9 or Gainsight?
Five9 starts at $149/month and Gainsight at $2500/month.
Does Five9 or Gainsight run on more platforms?
Five9 runs on Web, Desktop. Gainsight runs on Web.
What is Five9 best used for?
Five9 is most often used for cloud contact centre across voice, chat, email and social messaging, routing and managing high volume customer interactions. Of those, cloud contact centre across voice, chat, email and social messaging and routing and managing high volume customer interactions are not what Gainsight is typically brought in for.
What can Five9 do that Gainsight cannot?
Five9 covers Intelligent routing, IVR, ACD, Dialer. Gainsight covers Health scores, Churn prediction, Playbook automation, Customer 360 view. Both handle Salesforce, Zendesk, Web support.

Answered from the vendors’ own pages

Five9: What is the minimum team size required to use Five9?

Five9 requires a minimum commitment of 50 seats for any subscription plan.

Source
Gainsight: Does Gainsight offer a free tier?

Gainsight does not offer a free trial for the main Customer Success Cloud platform. Gainsight PX (product analytics) offers a free Starter tier supporting up to 100 monthly active users.

Source
Five9: How is Five9 pricing calculated, per user, flat rate, or usage-based?

Five9 offers flexible pricing models: per concurrent user, per named agent, or pay-per-use. The pricing structure varies depending on the chosen bundle.

Source
Gainsight: How is Gainsight priced?

Gainsight prices at $150-$300 per user/month for tier plans, but the main CS Cloud pricing is based on customer records managed. Initial deployments managing 500-1,500 customer records typically cost $60,000-$120,000 annually, with Year 1 costs often exceeding $200K including mandatory implementation.

Source
Five9: What does the entry-level Digital bundle include, and what does it cost?

The Digital bundle costs $119 per month per seat and supports digital channels only. Higher tiers (Core at $159, Plus, Pro, and Enterprise) are available, with Plus/Pro/Enterprise requiring contact with sales for pricing.

Source
Gainsight: What are Gainsight's core features?

Gainsight offers health scoring, customer journey orchestration, playbooks, in-app engagement, reporting, customer data consolidation via Customer 360, and Staircase AI for real-time engagement insights. It also includes Skilljar for customer education and Communities for self-service support.

Source
Five9: Are there additional charges beyond the base subscription?

Yes. All bundles include 3000 AI minutes per seat, but additional AI usage incurs charges. SMS messaging also has usage-based charges applied separately.

Source
Gainsight: What CRM integrations are available?

Gainsight integrates with Salesforce, HubSpot, and Slack. The Salesforce connector syncs account data, the HubSpot connector ingests engagement data, and Slack automation sends Gainsight notifications and alerts to channels.

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