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Head-to-head · Call Center CRM Software

Genesys Cloud CX vs Five9 Intelligent CX Platform

  • Updated Oct 2026
  • Both researched from official sources
  • 8 checks side by side
Higher score Genesys Cloud CX #1 in Call Center CRM Software 9.3/10 Paid ✓ 0 of 6 features Visit Genesys
Five9 Intelligent CX Platform #5 in Call Center CRM Software 8.9/10 Paid ✓ 6 of 6 features Visit Five9

Genesys Cloud CX leads on 1 check, Five9 Intelligent CX Platform on 0, and 7 are even. Who comes out ahead on the 8 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreGenesys Cloud CX · 9.3/10
  • Lowest starting priceGenesys Cloud CX · $75/user/mo
  • Most featuresFive9 Intelligent CX Platform · 6 of 6

Genesys Cloud CX scores higher on our rubric for call center crm software: 9.3 against 8.9 out of 10; our editors rank them #1 and #5.

Genesys Cloud CX is cheaper to start at $75/user/mo against $119/user/mo.

Genesys Cloud CX is the better fit for large teams needing comprehensive omnichannel CX. Five9 Intelligent CX Platform is the better fit for contact centers needing blended calling and dialers.

  • Genesys Cloud CX fits best

    Large teams needing comprehensive omnichannel CX

  • Five9 Intelligent CX Platform fits best

    Contact centers needing blended calling and dialers

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature Genesys Cloud CX 9.3/10 Visit ↗ Five9 Intelligent CX Platform 8.9/10 Visit ↗
At a glance
Editor score 9.3 8.9
Ranking #1 in Call Center CRM Software #5 in Call Center CRM Software
Best for Large teams needing comprehensive omnichannel CX Contact centers needing blended calling and dialers
Pricing model Paid Paid
Starting price $75/user/mo (best) $119/seat/mo
Free plan — —
Free trial — —
Deployment Cloud, Desktop, Mobile Cloud
Platforms Web, Windows, macOS, iOS, Android Web
Support Phone, Tickets, Community, Docs · 24/7 Phone, Tickets, Community, Docs, Email · 24/7
Compliance SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, SSO/SAML, 2FA SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS
Integrations 600+ integrations 8 integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market, Enterprise
Features Genesys Cloud CX 0/6 · Five9 Intelligent CX Platform 6/6
Inbound calling Not checked yet ✓ (best)
Outbound dialer Not checked yet ✓ (best)
IVR menus Not checked yet ✓ (best)
Call recording Not checked yet ✓ (best)
Omnichannel messaging Not checked yet ✓ (best)
Queue management Not checked yet ✓ (best)
Specs
Included agent limit Not checked yet 50 users
Our review
Pros
  • Omnichannel routing spans voice, digital, messaging, and outbound campaigns.
  • Workforce management, quality assurance, analytics, and AI support mature operations.
  • Open APIs and 600 integrations connect CRM, UCC, and AppFoundry systems.
  • Inbound, outbound and blended calling with multiple dialer modes
  • Omnichannel messaging, IVR, recording and skills-based routing
  • CRM integrations, AI assistance and 24/7 support
Cons
  • Annual billing starts at $75 per user monthly before usage-based charges.
  • Advanced workforce and predictive-routing features begin on the $155 tier.
  • WhatsApp relies on third-party messaging and ACD messaging capabilities.
  • Digital plan excludes voice channels
  • Core starts at $159 per seat monthly
  • Plus, Pro and Enterprise require contacting sales
Our verdict

Genesys Cloud CX is a cloud contact center platform for organizations managing voice, digital, and messaging interactions. It combines agent workspaces, skill-based routing, analytics, workforce engagement, quality assurance, bots,…

Read the review →

Five9 Intelligent CX Platform is a cloud contact-center service for organizations handling voice and digital customer interactions. It supports inbound, outbound and blended calling with ACD and skills-based routing, IVR with speech…

Read the review →
  1. Genesys Cloud CXCall Center CRM Software 9.3Paid
  2. Five9 Intelligent CX PlatformCall Center CRM Software 8.9Paid

Strengths and trade-offs

  • Genesys Cloud CX — where it wins

    • Omnichannel routing spans voice, digital, messaging, and outbound campaigns.
    • Workforce management, quality assurance, analytics, and AI support mature operations.
    • Open APIs and 600 integrations connect CRM, UCC, and AppFoundry systems.

    Where it doesn't

    • Annual billing starts at $75 per user monthly before usage-based charges.
    • Advanced workforce and predictive-routing features begin on the $155 tier.
    • WhatsApp relies on third-party messaging and ACD messaging capabilities.

  • Five9 Intelligent CX Platform — where it wins

    • Inbound, outbound and blended calling with multiple dialer modes
    • Omnichannel messaging, IVR, recording and skills-based routing
    • CRM integrations, AI assistance and 24/7 support

    Where it doesn't

    • Digital plan excludes voice channels
    • Core starts at $159 per seat monthly
    • Plus, Pro and Enterprise require contacting sales
  • Genesys Cloud CX9.3/10 · Paid

    A broad omnichannel CX suite for large teams that need routing, workforce tools, AI, and integrations.

    Visit GenesysFull verdict →
  • Five9 Intelligent CX Platform8.9/10 · Paid

    Blended calling, dialers, AI and CRM connectivity for contact centers.

    Visit Five9Full verdict →

More comparisons

All call center CRM software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update