Five9 vs Genesys Cloud
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Five9 offers fewer features (53 vs 65) and more integrations (13 vs 5). Starting price: Five9 at $119/mo vs Genesys Cloud at $75/mo. Five9 has 51 unique features while Genesys Cloud has 63 unique features, with 2 features in common.
| Five9 | Genesys Cloud | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 53 | 65 |
| AI-Powered Features | 13 | 29 |
| Starting Price | $119/mo | $75/mo |
| Pricing Tiers | 5 | 4 |
| Integrations | 13 | 5 |
| Shared Features | 2 | |
| Shared Integrations | 2 | |
| Data Quality | 95% | 90% |
Feature Comparison by Category
AI (6 vs 13)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| AI Agents | ||
| AI Experience Tokens | ||
| AI Guides | ||
| AI Knowledge | ||
| AI Studio | ||
| AI Summaries | ||
| Agent Copilot | ||
| Agentic Virtual Agent | ||
| Conversational AI | ||
| Conversational Intelligence | ||
| Genius AI | ||
| Intelligent Virtual Agent (IVA) | ||
| Native Bots | ||
| Predictive Engagement | ||
| Predictive Routing |
AI Development (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Five9 GenAI Studio |
API (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Agentless API |
Agent Management (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Gamification |
Agent Tools (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Agent Assist | ||
| Omnichannel Agent Desktop |
Analytics (8 vs 12)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| AI Insights | ||
| Aceyus Vue | ||
| Aceyus Vue Dashboards | ||
| Agent Empathy Analysis | ||
| Analytics and Reporting | ||
| Content Search with Topic and Sentiment Trends | ||
| Custom Reporting and Data Visualizations | ||
| Customer Sentiment Analysis | ||
| Dictionary Management | ||
| Digital User Tracking | ||
| Five9 Analytics | ||
| Interaction Analytics | ||
| Interaction Transcription | ||
| Operational Intelligence | ||
| Performance Management Dashboard |
Automation (1 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Work Automation | ||
| Workflow Automation |
Channels (6 vs 4)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Chat | ||
| Co-browse | ||
| Digital Channels | ||
| Email Management | ||
| Live Video | ||
| SMS/MMS | ||
| Social Messaging | ||
| Third-party Messaging | ||
| Voice Channel |
Communication (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Unified Communications |
Compliance (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Extra Storage |
Contact Center Operations (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Blended Inbound/Outbound |
Customer Experience (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Customer Journey Mapping |
Development (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| APIs & SDKs |
Digital Engagement (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Digital Outreach | ||
| Social Media Automation |
Governance (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| AI Trust & Governance |
IVR (0 vs 3)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Callback | ||
| Scheduled Callbacks | ||
| Speech-enabled IVR |
Infrastructure (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Geo Redundancy |
Integration (0 vs 5)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| AppFoundry Marketplace | ||
| Bot Integration (Amazon Lex and Google Cloud) | ||
| Bring Your Own Interactions (BYOI) | ||
| CRM and Case Management Integration | ||
| Unified Communications Integration |
Integrations (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| CRM Integrations | ||
| UC & UCaaS Integrations |
Journey (0 vs 2)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Journey Flows | ||
| Journey Management |
Knowledge (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Knowledge Workbench |
Management (3 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Admin Console | ||
| Agent & Supervisor Consoles | ||
| Supervisor Tools |
Monitoring (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Real-time Monitoring |
Outbound (1 vs 2)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Dialer | ||
| Outbound Campaigns | ||
| Proactive Notifications |
Payment Processing (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Secure Pay |
Pricing (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Hourly Interacting |
Quality (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Quality Assurance and Compliance |
Quality & Compliance (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Quality Management (QM) |
Recording (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Voice and Digital Recording |
Recording & Analysis (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Call Recording | ||
| Live Transcription |
Routing (0 vs 3)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Call Routing | ||
| Inbound/Outbound Blending | ||
| Omnichannel Routing |
Security & Compliance (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| WFO Recording Data Protection |
Self-Service (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| IVR with Speech Recognition | ||
| Interactive Voice Response (IVR) |
Services (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Five9 Professional Services |
Social (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Social Listening and Engagement |
Support Services (3 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Admin Assist | ||
| Five9 Customer Success Bundles | ||
| Technical Account Manager (TAM) |
Telephony (0 vs 1)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Genesys Cloud Voice |
Voice (1 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Five9 Global Voice |
Workforce (0 vs 11)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Capacity Planning | ||
| Coaching | ||
| Employee Performance | ||
| Forecasting and Scheduling | ||
| Gamification | ||
| Learning and Development | ||
| Monitoring and Adherence | ||
| Resource Management | ||
| Tempo Mobility Apps | ||
| Time Off Management | ||
| Workforce Management |
Workforce Management (2 vs 0)
| Feature | Five9 | Genesys Cloud |
|---|---|---|
| Workforce Management (WFM) | ||
| Workforce Optimization |
Unique Features
Only in Five9 (51)
Agent Assist
Omnichannel Agent Desktop
AI Agents
AI Knowledge
AI Summaries
Conversational AI
Genius AI
Intelligent Virtual Agent (IVA)
Five9 GenAI Studio
Aceyus Vue
Aceyus Vue Dashboards
AI Insights
Five9 Analytics
Interaction Analytics
Operational Intelligence
Performance Management Dashboard
Reporting & Analytics
Workflow Automation
Chat
Email Management
+ 31 more unique features
Only in Genesys Cloud (63)
Agent Copilot
Agentic Virtual Agent
AI Experience Tokens
AI Guides
AI Studio
Conversational Intelligence
Native Bots
Predictive Engagement
Predictive Routing
Supervisor Copilot
Text-to-Speech Integration
Virtual Agents
Virtual Supervisor
Agent Empathy Analysis
Analytics and Reporting
Content Search with Topic and Sentiment Trends
Custom Reporting and Data Visualizations
Customer Sentiment Analysis
Dictionary Management
Digital User Tracking
+ 43 more unique features
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