Five9 vs Genesys Cloud CX: Contact Center Software Compared (2026)
Five9 and Genesys Cloud CX are two widely compared contact center platforms. Five9 is a cloud contact center (CCaaS) platform for inbound and outbound voice, digital channels, workforce engagement and AI agents. Genesys Cloud CX is an all-in-one cloud contact center platform for voice, digital, workforce engagement and AI, licensed by named, concurrent or hourly users.
- Verified 10 Nov 2026Sources are dated on this page
- 2 sourcesLinked, typed and dated
- No winner declaredFit depends on your criteria
- Not tested by Stack18Editorial summary of documented facts
Five9 vs Genesys Cloud CX: the short answer
Five9 is a cloud contact center (CCaaS) platform for inbound and outbound voice, digital channels, workforce engagement and AI agents. Genesys Cloud CX is an all-in-one cloud contact center platform for voice, digital, workforce engagement and AI, licensed by named, concurrent or hourly users. Both are contact center platforms, but they differ in pricing model, target team size and focus.
On pricing, Five9 is described as: per user or concurrent seat; quotes for higher bundles; Genesys Cloud CX as: per named, concurrent or hourly user; annual commitment. Neither documents a permanent free plan in the sources reviewed. Five9 is positioned for mid-size and enterprise contact centres needing voice, digital and AI, and Genesys Cloud CX for enterprises wanting a complete, published-tier CCaaS platform.
Everything below is drawn from the two sourced profiles and the 2 dated sources listed at the end. Where a source does not document something it is marked Unknown, and third-party estimates are labelled. No winner is declared: the better fit depends on your size, budget and requirements.
Five9 and Genesys Cloud CX at a glance.
One card per product, drawn from each full profile. Open a profile for features, pricing plans, limits and sources.
Five9
Five9 · Contact Center Software
Five9 is a cloud contact center (CCaaS) platform for inbound and outbound voice, digital channels, workforce engagement and AI agents.
- Pricing
- Digital ~$119, Core ~$159 per user a month; Plus, Pro and Enterprise by quote.
- Best for
- Mid-size and enterprise contact centres needing voice, digital and AI
Genesys Cloud CX
Genesys · Contact Center Software
Genesys Cloud CX is an all-in-one cloud contact center platform for voice, digital, workforce engagement and AI, licensed by named, concurrent or hourly users.
- Pricing
- CX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240 per named user a month; concurrent and hourly options.
- Best for
- Enterprises wanting a complete, published-tier CCaaS platform
Five9 vs Genesys Cloud CX: feature-by-feature comparison.
Every row is drawn from the sources listed below. Rows that differ are marked, and you can filter the table to show only those.
- YesDocumented
- PartialAvailable with limits or on some plans
- NoDocumented as unavailable
- UnknownNot documented in the sources reviewed
| Dimension |  Five9 |  Genesys Cloud CX |
|---|---|---|
| Product | ||
| Product typeDiffers | YesEnterprise cloud contact center | YesEnterprise CCaaS |
| VendorDiffers | YesFive9 | YesGenesys |
| Best forDiffers | YesMid-size and enterprise contact centres needing voice, digital and AI | YesEnterprises wanting a complete, published-tier CCaaS platform |
| Pricing | ||
| Pricing modelDiffers | PartialPer user or concurrent seat; quotes for higher bundles. | YesPer named, concurrent or hourly user; annual commitment. |
| Pricing summaryDiffers | PartialDigital ~$119, Core ~$159 per user a month; Plus, Pro and Enterprise by quote. | YesCX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240 per named user a month; concurrent and hourly options. |
| Free plan | NoNo | NoNo |
| Free trial | NoNot documented | NoNot documented |
| Contact Center Software criteria | ||
| Pricing modelDiffers | PartialPer user / quote | YesPer user |
| Starting priceDiffers | Partial~$119/user/mo | Yes$75/named user/mo |
| ChannelsDiffers | YesVoice + digital | YesVoice (CX 1) to omni |
| LicensingDiffers | YesNamed or concurrent | YesNamed, concurrent, hourly |
| Best forDiffers | YesEnterprise centres | YesEnterprise CX |
| Fit and platform | ||
| Team size | YesMid-size teams, Large enterprises | YesMid-size teams, Large enterprises |
| Platforms | YesWeb, Windows, macOS | YesWeb, Windows, macOS |
| IntegrationsDiffers | YesSalesforce, ServiceNow, Zendesk, Microsoft Dynamics | YesSalesforce, Microsoft Teams, Zendesk, ServiceNow |
| API | UnknownNot reviewed for this profile. | UnknownNot reviewed for this profile. |
Five9 vs Genesys Cloud CX pricing.
Plan names, prices and billing terms as reported in each profile's sources. Taxes, add-ons and discounts are excluded unless stated.
Five9 pricing
Per user or concurrent seat; quotes for higher bundles.
- DigitalAbout $119 per user per month · Annual
- CoreAbout $159 per user per month · Annual
- Plus / Pro / EnterpriseQuote · Annual
Prices from independent sources; treat as reported. CostBench (June 2026); eesel AI (November 2026, competitor) says prices are no longer published. Currency: USD. Checked 10 Nov 2026.
All Five9 plans and sources
Genesys Cloud CX pricing
Per named, concurrent or hourly user; annual commitment.
- CX 1$75 per named user per month · Annual
- CX 2$115 per named user per month · Annual
- CX 3$155 per named user per month · Annual
- CX 4$240 per named user per month · Annual
Prices from independent sources; treat as reported. eesel AI (prices checked 4 November 2026, competitor) and CostBench (June 2026). Currency: USD. Checked 10 Nov 2026.
All Genesys Cloud CX plans and sourcesFive9 vs Genesys Cloud CX: pricing model, ecosystem and fit.
Pricing model and cost drivers
Five9: per user or concurrent seat; quotes for higher bundles. CostBench (June 2026); eesel AI (November 2026, competitor) says prices are no longer published. Genesys Cloud CX: per named, concurrent or hourly user; annual commitment. eesel AI (prices checked 4 November 2026, competitor) and CostBench (June 2026). Model costs at your real seat count, usage and contract term before comparing headline prices.
What sets each apart
The Five9 profile highlights: five bundles: Digital to Enterprise; historic 50-seat minimum; pricing page removed. The Genesys Cloud CX profile highlights: named, concurrent or hourly licences; experience Units for AI; CX 1 voice only.
Integrations and ecosystem
Five9 integrations named in its sources: Salesforce, ServiceNow, Zendesk and Microsoft Dynamics. Genesys Cloud CX: Salesforce, Microsoft Teams, Zendesk and ServiceNow. Check that the connectors you rely on exist on the plan you would buy.
Deployment and team fit
Five9 runs on Web, Windows and macOS and is documented for mid-size teams and large enterprises. Genesys Cloud CX runs on Web, Windows and macOS and is documented for mid-size teams and large enterprises. We did not test setup or migration.
Five9 and Genesys Cloud CX: each option, in balance.
Each point is linked to a dated source on the product's profile.
Five9
Strengths and limitations from the profile
- Mature voice and outbound tools.
- Bundles from digital to enterprise.
- AI agents.
- Pricing no longer published.
- Historic 50-seat minimum.
- Higher tiers by quote.
Genesys Cloud CX
Strengths and limitations from the profile
- Published tier prices.
- Flexible named, concurrent or hourly licences.
- Full suite on CX 4.
- CX 1 is voice only.
- AI Experience Units extra.
- Licence types cannot be mixed.
Five9 or Genesys Cloud CX: which fits which situation?
No overall winner is declared. The better choice depends on the criteria that matter most to you, so test both against your own requirements.
Choose Five9 if you are…
- Mid-size and enterprise contact centres needing voice, digital and AI
- Outbound sales centres
- Regulated industries
Less suited to: small teams under 50 agents; buyers wanting self-serve.
See the Five9 profile
Choose Genesys Cloud CX if you are…
- Enterprises wanting a complete, published-tier CCaaS platform
- Seasonal teams (hourly licences)
- Global contact centres
Less suited to: very small teams; teams wanting usage-only pricing.
See the Genesys Cloud CX profileSwitching between Five9 and Genesys Cloud CX.
Moving off Five9 or Genesys Cloud CX means porting phone numbers, rebuilding IVR menus, queues and routing, re-creating WEM schedules and quality forms, reconnecting CRM integrations and retraining agents. Port numbers in stages and keep the old platform live until every queue is verified. Route one real queue through each shortlisted platform for two weeks and compare service levels, agent feedback and total cost including usage.
- Export a sample of your data and test an import into the other product.
- List the automations, integrations and permissions you would need to rebuild.
- Compare total cost at your real volume, including add-ons and services.
- Pilot with one team before a full cut-over.
- Check contract terms and notice periods with both vendors.
General guidance, not specific to either vendor. Confirm migration options with the vendors.
Five9 vs Genesys Cloud CX: questions and answers
What is the difference between Five9 and Genesys Cloud CX?
Five9 is a cloud contact center (CCaaS) platform for inbound and outbound voice, digital channels, workforce engagement and AI agents. Genesys Cloud CX is an all-in-one cloud contact center platform for voice, digital, workforce engagement and AI, licensed by named, concurrent or hourly users. Both are contact center platforms, but they differ in pricing model, target team size and focus. Five9 is positioned for mid-size and enterprise contact centres needing voice, digital and AI; Genesys Cloud CX for enterprises wanting a complete, published-tier CCaaS platform.
Is Five9 cheaper than Genesys Cloud CX?
It depends on your volume and plan. Five9: Digital ~$119, Core ~$159 per user a month; Plus, Pro and Enterprise by quote. Genesys Cloud CX: CX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240 per named user a month; concurrent and hourly options. Compare both at your real seat count, usage and contract term.
Do Five9 or Genesys Cloud CX have a free plan?
Neither documents a permanent free plan in the sources reviewed. Five9 free trial: Not documented. Genesys Cloud CX free trial: Not documented.
What are the main limitations of Five9 and Genesys Cloud CX?
Five9: Pricing no longer published. Genesys Cloud CX: CX 1 is voice only.
How much does Five9 cost?
A June 2026 page lists Digital at about $119 and Core at $159 per user a month; higher bundles are quoted.
How much does Genesys Cloud CX cost?
CX 1 is $75, CX 2 $115, CX 3 $155 and CX 4 $240 per named user a month, per a November 2026 guide.
What are the alternatives to Five9 and Genesys Cloud CX?
Stack18 has alternatives guides for both: Five9 alternatives and Genesys Cloud CX alternatives, each comparing at least four other contact center platforms on pricing, free plan, features and fit. The Contact Center Software category lists every profile.
Where this comparison comes from.
- Contact Center / CCaaS Software Pricing 2026 (updated June 2026) CostBench Third-party Accessed 11 Nov 2026
- CCaaS pricing 2026: what a cloud contact center really costs per agent (prices checked 4 November 2026) eesel AI (competing vendor) Third-party Accessed 11 Nov 2026
This comparison summarises the Five9 and Genesys Cloud CX profiles and their sources. Third-party figures are labelled; confirm current pricing and terms with each vendor. Stack18 has not tested these products.
Ready to test Five9 and Genesys Cloud CX?
Check each vendor's current pricing and terms, run both against a real scenario from your business, or talk to Stack18 if off-the-shelf software is not the answer.
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