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Telecommunications · head to head

Five9 vs Genesys Cloud

Five9 logo

Five9

Telecommunications

Intelligent cloud contact center

From
$149/month
Rated
-
Full reviewWebsite
Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/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; Genesys Cloud all four published tiers are billed annually
  • They diverge on capability: Five9 covers Intelligent routing, Genesys Cloud covers Omnichannel.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Five9 and Genesys Cloud actually diverge.

Attributes where Five9 and Genesys Cloud differ
AttributeFive9Genesys Cloud
Starting price$149/month$75/month
PlatformsWeb, DesktopWeb, Desktop, Ios, Android
Founded20011990

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.
Five9 review

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want predictive engagement.
Genesys Cloud review

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.

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
Genesys Cloud: What is Genesys Cloud's pricing?

Genesys Cloud offers flexible pricing to suit customer needs, allowing businesses to purchase only the capabilities needed with easy scaling options. Specific pricing details are not provided on the main product page and require visiting the dedicated pricing page or contacting Genesys directly.

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
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
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
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