Telecommunications · head to head
Five9 vs Genesys Cloud
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; Genesys Cloud all four published tiers are billed annually
- They diverge on capability: Five9 covers Intelligent routing, Genesys Cloud covers Omnichannel.
Where they differ
Only the attributes on which Five9 and Genesys Cloud actually diverge.
| Attribute | Five9 | Genesys Cloud |
|---|---|---|
| Starting price | $149/month | $75/month |
| Platforms | Web, Desktop | Web, Desktop, Ios, Android |
| Founded | 2001 | 1990 |
Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Telecommunications).
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
- Dialer
- Analytics
- ServiceNow
- Oracle
- GDPR
Only in Genesys Cloud
- Omnichannel
- Predictive engagement
- Bots
- SAP
- AWS
- ISO27001
- FedRAMP
- Ios support
Both cover
- IVR
- ACD
- WFM
- Quality management
- Salesforce
- Microsoft Dynamics
- Zendesk
- SOC2
- PCI DSS
- HIPAA
- Web support
- Desktop 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 Genesys Cloud
- Routing and managing high volume customer interactionsnot Genesys Cloud
Genesys Cloud
- Cloud contact centre across voice, digital and self service channelsnot Five9
- Workforce engagement and routing for large support operationsnot 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
Genesys Cloud
- All four published tiers are billed annually
- The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
- Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
- Entry pricing is $75 per user per month, rising to $240 on the top tier
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
Genesys Cloud
$75/month- Genesys Cloud CX 1$75/month
- Voice
- IVR
- Callback
- Genesys Cloud CX 2$110/month
- CX 1 + Digital
- Quality management
- WFM
- Genesys Cloud CX 3$140/month
- CX 2 + Analytics
- Advanced AI
- Journey management
Which should you pick?
Choose Five9 if
- You need intelligent routing.
- You work on Web, Desktop.
- You also want dialer.
Choose Genesys Cloud if
- You need omnichannel.
- You work on Web, Desktop, Ios, Android.
- You also want predictive engagement.
Questions people ask
- Is Five9 or Genesys Cloud better?
- Neither clearly leads. Five9 starts at $149/month and Genesys Cloud at $75/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Five9 or Genesys Cloud?
- Five9 starts at $149/month and Genesys Cloud at $75/month.
- Does Five9 or Genesys Cloud run on more platforms?
- Five9 runs on Web, Desktop. Genesys Cloud runs on Web, Desktop, Ios, Android.
- 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 Genesys Cloud is typically brought in for.
- What can Five9 do that Genesys Cloud cannot?
- Five9 covers Intelligent routing, Dialer, Analytics, ServiceNow. Genesys Cloud covers Omnichannel, Predictive engagement, Bots, SAP. Both handle IVR, ACD, WFM, Quality management.