8 DIFFERENCES ยท 6 THE SAME
Five9 vs Genesys Cloud
Last verified
SHORT ANSWER
Five9 and Genesys Cloud both meet every requirement for support call queues and IVR self-service. The biggest difference in the data: native integrations: 11 native on Five9 against 3 native on Genesys Cloud.
Both meet every requirement for
Five9 sells by custom quote, so its cost rows show no monthly total and only third-party estimates are available on its pricing page.
Differences 8
| Field | Five9 | Genesys Cloud |
|---|---|---|
| COSTSupport call queues: monthly cost at 25 users | Custom quote | $1,875/mo |
| COSTIVR self-service: monthly cost at 10,000 minutes/month | Custom quote | $375/mo |
| COSTPricing model | Custom quote | Per user per month |
| FEATURESCallback instead of waiting in queue | Unknown | Included |
| FEATURESNative CRM integration | Included | Add-on |
| FEATURESCall recording | Unknown | Included |
| FEATURESReal-time queue wallboards | Included | Unknown |
| INTEGRATIONSNative integrations | 11 native | 3 native |
Assumptions used: Team size when the page is not sized by users 5 users (stated assumption). How costs are computed
The same on both 6
| Field | Five9 | Genesys Cloud |
|---|---|---|
| FEATURESCall queues | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESSpeech recognition in IVR | Included | Included |
| COMPLIANCEHIPAA BAA | Included | Included |
| COMPLIANCESOC 2 Type II | Included | Included |