Five9 vs Genesys
This compares Five9 AI Agents with Genesys Cloud Virtual Agents. Both charge per user. Here's how they compare on price, features and compliance, using each vendor's own published information.
Both checked October 15, 2026
| Detail | Five9 AI Agents | Genesys Cloud Virtual Agents |
|---|---|---|
| Charges by | Per seat | Per seat |
| Starts at | See pricing | $75/user/mo |
| Includes | Per the pricing page footnotes, a voice seat includes Agent Desktop Plus, call recording, ACD, IVR, dialer, reporting, queue management and Five9 Inference Studio access, and ‘AI: 3000 minutes per bundled seat + usage’ (the page does not show which plans or AI products that footnote applies to). | ‘Virtual agents’ and a ‘Native voicebot’ (CX 1) or ‘Native bots’ (CX 2 to CX 4) are listed in each license. 250 named / 350 concurrent AI Experience tokens per org per month are included; CX 4 adds 30 named / 39 concurrent tokens per agent per month. |
| Overage | Not published | Extra AI Experience tokens can be bought as used or at a discounted upfront rate. Genesys’s pricing hub lists a month-to-month charge of 1.00 USD under its tokens-based model heading, without labeling the unit. Token metering: voice bots 17 minutes per token (each call rounded up to the next 15 seconds); Genesys Virtual Agent 0.5 tokens per interaction; Agentic Virtual Agent 1.2 tokens per interaction; Agent Copilot 40 tokens per named user (60 per concurrent user). |
| Free trial | Not published | Genesys Cloud free trial, no credit card required (14 days per the trial terms); whether it includes virtual agents or AI tokens isn’t stated |
| How it works | AI with human backup | AI with human backup |
| Answers inbound calls | Yes | Yes |
| Places outbound calls | Unconfirmed | Unconfirmed |
| Books appointments | Yes | Unconfirmed |
| Warm transfer to a person | Yes | Yes |
| Text follow-up | Unconfirmed | Unconfirmed |
| Call recording | Yes | Yes |
| Transcripts | Unconfirmed | Yes |
| CRM sync | Yes | Yes |
| Keep your number (porting) | Unconfirmed | Unconfirmed |
| Spanish | Yes | Yes |
| Other languages | Yes | Yes |
| Web chat | Yes | Yes |
| API | Unconfirmed | Yes |
| Custom voice | Yes | Unconfirmed |
| Signs a HIPAA BAA | Yes | Yes |
| SOC 2 | SOC 2 Type II | SOC 2 Type II |
Integrations
Both list: Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk, Microsoft Teams, Zoom.
Only Five9 AI Agents: Oracle Service Cloud, Oracle NetSuite, RingCentral, AT&T Office@hand, Verint, Calabrio.
Only Genesys Cloud Virtual Agents: 8x8, Amazon Lex, Google Dialogflow, Amazon Polly, Google Cloud Text-to-Speech, Acapela, AWS Lambda.
Pricing notes
Five9 AI Agents: Five9’s pricing page lists Digital at $119 and Core at $159 per seat per month (USD); Plus, Pro and Enterprise are ‘Contact Sales’. It says ‘Prices above are per concurrent user and usage-based pricing may apply, with a minimum of 50 seats.’ Billing frequency and contract length are not stated. Intelligent Virtual Agent, AI Agents and Agent Assist are listed under ‘Artificial Intelligence Add Ons’ with no prices, and the page says ‘Additional usage-based pricing may apply.’ The AI phone agent therefore needs a Five9 seat plan with voice (Core is the lowest-priced plan that lists voice and AI) plus an unpriced add-on, so no starting price is recorded. Five9 also offers custom quotes and pricing by concurrent users, named agents or pay per use.
Genesys Cloud Virtual Agents: Genesys publishes per-user prices for Genesys Cloud CX 1 ($75), CX 2 ($115), CX 3 ($155) and CX 4 ($240) in USD ‘per user/month billed annually’, and says ‘Prices shown are based on an annual commitment. Usage-based pricing may apply.’ No monthly-billing price or minimum user count is shown. The page offers Named, Concurrent and Hourly Interacting license types but does not say which type the listed prices are for (Named is listed first) and shows no Concurrent or Hourly prices. Virtual agents are listed in all four licenses, but AI use draws on AI Experience tokens: the help center’s tokens article meters voice bots at 17 minutes per token, Genesys Virtual Agent at 0.5 tokens per interaction and Agentic Virtual Agent at 1.2 tokens per interaction, and Genesys’s pricing hub shows a 1.00 USD month-to-month charge under the tokens-based model (the unit is not labeled). Per the pricing hub, older contracts on the legacy AI Experience model pay $60 per agent (Genesys Cloud CX AI Experience) or $40 per agent (AI Experience for Digital) on annual prepay until renewal, and the legacy Agent Assist Voice add-on, replaced by Agent Copilot, was $25 per named agent per month ($37.50 concurrent).
Full profiles: Five9 AI Agents and Genesys Cloud Virtual Agents, with sources linked.