Five9 vs Genesys
Compare Five9 and Genesys on features, pricing, and buyer fit using the same researched criteria.
Five9
Cloud contact center (CCaaS) — Digital from $119/concurrent seat/mo; Core $159; Plus/Pro/Enterprise quote — 50-seat minimum.
Best for
- • Mid-market and enterprise contact centres that need blended dialer strength
- • Teams comfortable with concurrent-seat economics and 50+ seat minimums
- • Buyers who want CRM/UC adapter choice inside CCaaS
Starting from $119.00/user/mo
No free plan
VS
Our verdict
There is no universal winner between Five9 and Genesys. Choose Five9 when Mid-market and enterprise contact centres that need blended dialer strength. Choose Genesys when Enterprise contact centres that need omnichannel + WEM + journey orchestration. Criterion scores come from approved SoftwareGlimpse editorial assessments and first-party research — not hands-on lab testing.
Five9 is better for
- ✓ Power dialer
Genesys is better for
- ✓ CRM / CTI integrations
- ✓ Routing & IVR
- ✓ Analytics
- ✓ AI features
Tie
- • Number / country coverage
- • WhatsApp Business
Choose Five9 if: Mid-market and enterprise contact centres that need blended dialer strength
Choose Genesys if: Enterprise contact centres that need omnichannel + WEM + journey orchestration
Genesys
Enterprise CCaaS (Genesys Cloud CX) — CX 1 from $75/user/mo annual; CX 2 $115; CX 3 $155; CX 4 $240.
Best for
- • Enterprise contact centres that need omnichannel + WEM + journey orchestration
- • Regulated industries standardising on Genesys Cloud CX
- • Buyers comparing CCaaS platforms (not UCaaS phone seats)
Starting from $75.00/user/mo
No free plan
Comparison scorecard
Criterion-by-criterion results for Five9 and Genesys. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
Five9 researched starting price from $119/mo; Genesys researched starting price from $75/mo. Better value depends on seat minimums and add-ons.
Five9DependsGenesysDepends - Depends
User / licence minimum
Seat floors, per-employee minimums, and small-team pricing traps.
Check seat or licence minimums for Five9 and Genesys on current vendor packaging — not inferred beyond researched pricing notes.
Five9DependsGenesysDepends - Tie
Number / country coverage
Published local numbers and country coverage.
Five9 and Genesys have the same researched availability on cloud phone (Five9: supported; Genesys: supported).
Five9TieGenesysTie - Five9
Power dialer
Power or parallel dialing for outbound teams.
Five9 leads on power dialer (9/10 vs 8/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Five9StrongerGenesysWeaker - Tie
WhatsApp Business
WhatsApp Business API / BSP capability.
Five9 and Genesys have the same researched availability on whatsapp business (Five9: limited; Genesys: limited).
Five9TieGenesysTie - Genesys
CRM / CTI integrations
CRM click-to-call, logging, and CTI depth.
Genesys leads on crm integrations (9/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Five9WeakerGenesysStronger - Genesys
Routing & IVR
Call routing, IVR, queues, and skills-based assignment.
Genesys leads on routing (9/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Five9WeakerGenesysStronger - Genesys
Analytics
Campaign, conversation, or workforce reporting depth.
Genesys leads on analytics (8/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Five98/10Genesys10/10 - Genesys
AI features
Useful AI for the primary job — not marketing fluff.
Genesys leads on ai features (8/10 vs 9/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Five98/10Genesys9/10
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