Genesys vs Five9:
Which is right for you?
Two platforms, two trade-offs. Here’s how they actually compare.
Summary
Genesys gives you more composability and channel coverage. Five9 is stronger on outbound dialling and Salesforce-native workflows but enforces a 50-seat minimum and has a real TCO of $300–$600/user/month. Both are US-hosted and require significant implementation investment. If your team is under 500 seats, there’s a simpler path.
Head-to-head comparison
| Features | Genesys | Five9 |
|---|---|---|
| Starting price | $75/user/mo | $119/user/mo |
| Real-world TCO | $155–$240/user/mo | $300–$600/user/mo |
| Seat minimum | None published | 50 seats |
| AI capabilities | Token-based (extra cost) | AI add-ons priced separately |
| Outbound dialling | Available on higher tiers | Strong — predictive, preview, progressive |
| CRM integration | Connectors to major CRMs | Deep Salesforce integration (extra cost) |
| Built-in CRM | No | No |
| WFM / QA | From $155 tier | Add-ons (extra cost) |
| Data hosting | US-based (AWS) | US-based |
| Contract terms | Annual | Annual, multi-year common |
Which is right for you?
Choose Genesys if you...
Need a highly composable platform with strong APIs and marketplace
- Want more flexibility on seat count and contract structure
- Prioritise inbound omnichannel over outbound dialling
Choose Five9 if you...
- Run heavy outbound campaigns and need predictive dialling
- Are deeply embedded in Salesforce and want native CTI
- Have 50+ seats and budget for $300+/user/mo total cost
The third option: skip the trade-offs
QContact - £57/user/month, everything included
Five9’s real cost can hit $600/user/month. Genesys isn’t far behind once you add AI tokens and WFM. QContact includes automated dialling, built-in CRM, WFM, QA, and AI — all for £57. No seat minimums, no setup fees, no token metering. Plus Salesforce integration (Classic, Lightning, and OpenCTI) is included, not an upsell.
| Features | Genesys | Five9 |  |
|---|---|---|---|
| All-in price | $155–$240/user/mo | $300–$600/user/mo | £57/user/mo |
| Seat minimum | None published | 50 seats | No minimum |
| AI included | Token-based extra | Add-on | Included |
| Built-in CRM | No | No | Yes |
| Automated dialling | Higher tiers | Included | Included |
| Salesforce integration | Connector | Extra cost | Included |
| UK data sovereignty | US-based | US-based | UK Azure |
Common questions:
What is the main difference between Genesys and Five9?
Genesys Cloud CX offers more flexibility with open APIs and a broader feature set across its tiers. Five9 is more sales-oriented with strong outbound dialling and Salesforce integration, but has a 50-seat minimum and a real total cost of ownership between $300 and $600 per user per month once all extras are factored in.
Is there a better alternative to both Genesys and Five9?
QContact is worth considering if you want enterprise-grade features without the enterprise price tag. At £57 per user per month with no seat minimums, it includes AI, CRM, WFM, and QA — all features that Genesys and Five9 charge extra for. It is UK-hosted with SOC2 Type II certification.