Five9 vs Kayako: Which is Better in 2026?
Choosing between Five9 and Kayako comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
Bottom line: Five9 wins this matchup. Our overall Customer Support pick is Zoho Desk. Our free Customer Support pick is tawk.to. Pick Kayako if you need its specific feature set.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Five9
Intelligent cloud contact center
Best for you if:
- • You want leverages AI (Five9 Genius AI) for agentic CX, enabling seamless, personalized, and effortless customer experiences
- • You want intelligent cloud contact center
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You want great context across conversations
- • You want collaborative agent features
| At a Glance | Five9 | Kayako |
|---|---|---|
Starts at | $119/moDigital | $30/agent/monthGrowth |
Best For | Customer Support | Customer Support |
Rating | 4.1/5 | 4.1/5 |
Free plan | No | No |
Choose Five9 or Kayako?
Choose Five9 if
Intelligent cloud contact center
- You want leverages AI (Five9 Genius AI) for agentic CX, enabling seamless, personalized, and effortless customer experiences
- You want intelligent cloud contact center
Choose Kayako if
Unified customer service platform for modern support teams
- You want great context across conversations
- You want collaborative agent features
| Feature | Five9 | Kayako |
|---|---|---|
| Pricing Model | Paid | Paid |
| User Rating | ★4.1/5 1,109 reviews | ★4.1/5 403 reviews |
| Categories | Customer SupportAI Agents | Customer SupportLive Chat |
In-Depth Analysis
Five9
Intelligent cloud contact center
Five9's pricing, starting at $119/month for Digital and $159/month for Core, is on the higher end for cloud contact center solutions, especially considering the Digital tier lacks voice.
Strengths
- +Leverages AI (Five9 Genius AI) for agentic CX, enabling seamless, personalized, and effortless customer experiences.
- +Offers a highly flexible and scalable platform with five distinct solution packages (Digital, Core, Plus, Pro, Enterprise) to cater to diverse business needs and growth.
- +Provides comprehensive omnichannel support including voice, chat, email, SMS/MMS, and social messaging.
- +Integrates with popular CRM (Salesforce, ServiceNow, Dynamics, Zendesk, Oracle) and UC (Microsoft Teams, Zoom, RingCentral, ATT Office@hand) platforms.
- +Includes robust Workforce Engagement Management (WEM) solutions with options for Five9's own WEM or integration with partners like Verint (VCS) or Calabrio.
Weaknesses
- -Pricing for 'Plus', 'Pro', and 'Enterprise' packages requires direct sales contact, lacking transparent upfront costs for advanced features.
- -Some features, such as WhatsApp integration and additional usage-based pricing for certain functionalities, are noted as coming soon or may incur extra costs.
- -A minimum of 50 seats is required for concurrent user pricing, which might be a barrier for very small businesses.
Key features
Kayako
Unified customer service platform for modern support teams
Kayako's pricing is on the higher side compared to some market alternatives, with the Growth tier starting at $30 per agent/month.
Strengths
- +Great context across conversations
- +Collaborative agent features
- +Clean interface
Weaknesses
- -Pricing can add up with larger teams
- -Mobile app could be better
- -Limited customization options
Key features
Pricing: Five9 vs Kayako
| Plan | Five9 | Kayako |
|---|---|---|
| Tier 1 | $119 Digital | $30 /agent/month Growth |
| Tier 2 | $159 Core | $60 /agent/month Scale |
| Tier 3 | Custom Plus | custom Enterprise |
| Tier 4 | Custom Enterprise | N/A |
Pricing verified from each vendor's public pricing page. Compare in detail on Five9 pricing and Kayako pricing.
Who Should Use What?
On a budget?
Both are paid. Compare plans on their websites.
Go with: Five9
Want the highest-rated option?
Five9: 4.1/5 (1,109 reviews). Kayako: 4.1/5 (403 reviews).
Go with: Five9
Value user reviews?
Five9: 1,109 reviews (4.1/5). Kayako: 403 reviews (4.1/5).
Go with: Five9
3 Questions to Help You Decide
What's your budget?
Both are paid. Pricing won't help you decide here.
What's your use case?
Both are customer support tools. Compare their specific features to decide.
How important are ratings?
Both are rated 4.1/5.
Key Takeaways
Five9
- Larger review base (1,109 reviews)
- Our pick for this comparison
Kayako
- Choose if you want unified customer service platform for modern support teams
The Bottom Line
Five9 wins this matchup. Our overall Customer Support pick is Zoho Desk. Our free Customer Support pick is tawk.to.
Frequently Asked Questions
Is Five9 or Kayako better?
Five9 is rated in our evaluation. Both are paid.
What are Five9 and Kayako used for?
Five9: Intelligent cloud contact center. Kayako: Unified customer service platform for modern support teams.
What does Five9 cost vs Kayako?
Five9 is a paid tool. Kayako is a paid tool. Visit their websites for detailed pricing.