Genesys vs Five9:
Which is right for you?
Two heavyweight US platforms competing for enterprise contact centre budgets. If you’re comparing these two, expect six-figure annual contracts — the question is what you actually get for the money.
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
| Feature | Genesys Cloud CX | 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 |
Who should choose which?
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.
| Feature | Genesys | Five9 | QContact |
|---|---|---|---|
| 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.