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Avaya Infinity vs Five9 (2026)

Comparing Avaya Infinity and Five9? Both are Contact Center & CCaaS, Enterprise and Voice & Phone AI tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at pricing and an estimated monthly bill, channels, compliance claims, and integrations, plus when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.

At a glance

Conversations/mo

% handled by AI

Agent seats

Price it at my volume

Estimates assume 5,000 conversations a month, 60% handled by AI and 10 agent seats, at each vendor's published list price (the cost calculator's model); treat them as a floor, not a quote. Compliance rows are what vendors publicly claim, and “Not verified” means we have not confirmed that fact yet, not that the tool lacks it.

Choose Avaya Infinity or Five9?

About Avaya Infinity

Avaya Infinity is Avaya's enterprise customer experience platform, launched in April 2025 to give its large installed base a modernization path that does not demand a cloud-only rip and replace. Avaya pitches it as orchestration rather than a contact center in the narrow sense: the platform connects voice and digital interactions with enterprise data, approved AI models, systems and workflows in real time, so routing, verification, agent guidance and back-office actions happen during the interaction instead of after it. It runs as one code base across cloud, hybrid and on-premises deployments, and lists RBAC, audit trails, retention controls and bring-your-own-key encryption among its controls.

The distinctive bet is that Avaya does not want to own the AI. Infinity is built around Model Context Protocol, so approved models (Avaya names OpenAI, Google Gemini and Anthropic Claude) can call authorized tools and workflows, and Avaya is a member of the Linux Foundation's Agentic AI Foundation. Specialist AI comes through a vetted partner program, the Avaya Innovation Hub, with Cresta for real-time coaching, PolyAI for conversational voice self-service, ElevenLabs for speech, Journey.ai for secure payments and Cisne for workforce orchestration, plus alliances with Microsoft, Google, Salesforce and Verint. Databricks and Delta Sharing feed governed billing, usage and fraud data into live routing. Customers can also keep their own carrier, messaging, WFM and WEM contracts. Avaya's own newer additions include an AI Performance Index for measuring AI outcomes and AI-assisted migration that reads existing Avaya workflows and generates Infinity equivalents.

Avaya emerged from a prepackaged Chapter 11 reorganization in May 2023 and is privately held; Jeff Clarke is now CEO, succeeding Patrick Dennis, who launched Infinity. Its named customers include Johns Hopkins Healthcare System, Aflac, Florida State University and Access Bank, though those stories cover Avaya deployments broadly. The one Infinity-specific result on the product page is anonymous: a large utility that moved self-service completion from 25 percent to 70 percent and needed nearly 70 percent fewer live-agent interactions.

No pricing is published; access is through Avaya sales or partners. Choose Avaya Infinity if you are a large enterprise or public-sector operation, especially one already running Avaya, that needs on-premises or hybrid control and wants to pick its own AI vendors. Skip it if you are a small or mid-size team that wants published pricing, fast self-serve setup and a vendor-supplied AI agent out of the box.

Read the full Avaya Infinity listing →  ·  See Avaya Infinity alternatives →

About Five9

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.

Read the full Five9 listing →  ·  See Five9 alternatives →

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