Comparing Five9 and Gemini Enterprise for Customer Experience? Both are Contact Center & CCaaS and Enterprise tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at how they price, what they integrate with, and when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
| Attribute | Five9 | Gemini Enterprise for Customer Experience |
|---|---|---|
| Pricing | Paid · $119/seat/mo | Paid · $0.50/session |
| Founded | 2001 | 2018 |
| Categories | Contact Center & CCaaS Enterprise Voice & Phone AI | AI Agents & Chatbots Contact Center & CCaaS Enterprise |
| Integrations | Salesforce ServiceNow Microsoft Dynamics 365 Zendesk Oracle Microsoft Teams Zoom RingCentral | UJET Genesys Cisco Five9 Twilio Mitel RingCentral BigQuery |
Five9 is a cloud contact center platform, the kind that runs the whole operation: inbound and outbound voice, chat, email, SMS, and social messaging, plus routing, quality management, and workforce tools. Its Genius AI suite threads through everything, with voice and digital AI Agents that resolve customer conversations on their own, AI Agent Assist that transcribes calls and coaches live reps, and AI Summaries, Insights, and Knowledge doing the after-call cleanup. In 2025 Five9 pushed hard into what it calls Agentic CX, adding an Agentic Engine plus AI Trust and Governance controls.
The company has been at this since 2001, when it started in San Ramon, California, betting that contact centers belonged in the cloud back when they lived in server closets. It went public on NASDAQ in April 2014 at 7 dollars a share under the ticker FIVN. In 2021 Zoom agreed to buy Five9 for roughly 14.7 billion dollars in stock, then shareholders balked and the deal was terminated that September. Longtime CEO Mike Burkland retired, handing the job to Amit Mathradas in February 2026. Today Five9 claims more than 3,000 customers, including Alaska Airlines, PUMA, Omaha Steaks, Wyndham, and Exact Sciences.
Five9 publishes exactly two prices. Digital costs 119 dollars per concurrent seat per month for digital channels only, and Core costs 159 dollars with voice included. The Plus, Pro, and Enterprise bundles are quote only, and everything carries a 50 seat minimum plus usage based charges. Bundled AI covers 3,000 minutes per seat before metered fees kick in, and the serious stuff, AI Agents and virtual agents, is sold as add-ons through sales. Budget accordingly.
Choose Five9 if you run a genuine contact center with 50 or more seats and want voice, digital channels, and AI under one roof from a vendor that will still exist next year. Skip it if you are a small team wanting a simple helpdesk: Zendesk or Intercom will fit better, cost less, and skip the sales calls.
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Gemini Enterprise for Customer Experience is Google Cloud's customer service AI stack, the 2026 successor to Contact Center AI. Its centerpiece, Customer Experience Agent Studio, lets teams build multimodal support agents on a drag and drop canvas that talk with customers over chat and phone in humanlike voices across more than 40 languages, handling text, audio, and images. Agent Assist coaches human reps live with transcription, summarization, and knowledge suggestions, while Customer Experience Insights surfaces service trends from conversation data. A companion CCaaS layer, built with UJET, supplies the actual contact center routing and telephony.
The product line launched as Contact Center AI at Google Cloud Next in July 2018, and that launch is the founding year used here since Google itself dates to 1998. It became Customer Engagement Suite with Google AI in September 2024, then was folded into Gemini Enterprise for Customer Experience at the NRF retail show in January 2026. The results are real: Verizon put Agent Assist in front of 28,000 care reps, Bell Canada credits the suite with 20 million dollars in savings, and Kroger, Papa Johns, Lowe's, and Woolworths signed on as early adopters of the new agentic tools.
Pricing is published and usage based, which is rare in this market. Agent Studio sessions cost 50 cents each for chat or voice, with voice overage at a quarter of a cent per second after five minutes. Agent Assist starts at $0.002 per chat message or 3 cents per voice minute. The CCaaS platform and migrations from older Dialogflow agents are quote based through sales.
Choose Google if you want top tier conversational AI building blocks, transparent metered pricing, and the muscle of Google's speech and Gemini models, and you have the engineering capacity to assemble them. Skip it if you need a turnkey helpdesk in an afternoon, or if constant renaming makes you nervous: this product has had three names in three years.
Read the full Gemini Enterprise for Customer Experience listing → · See Gemini Enterprise for Customer Experience alternatives →
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