Avaya vs Five9: Which Is Better for Your Team in 2026?
Avaya and Five9 are both used for ccaas platforms. Below we compare them on pricing, AI capabilities, compliance, and the use cases each one fits best — all from verified vendor data.
Choose Avaya if…
- Enterprises already running Avaya Aura or AACC seeking a managed cloud migration path
- Large contact centers (200+ seats) needing hybrid cloud/on-premise flexibility
- Healthcare and regulated industries needing ISO 27001, PCI DSS, and BAA support
Choose Five9 if…
- Mid-market and enterprise contact centers (50+ agents) needing a proven omnichannel platform
- Healthcare and financial services orgs requiring HIPAA BAA and PCI DSS Level 1 compliance
- Teams migrating from on-premise systems (Avaya, Cisco) who need a structured cloud migration path
Avaya vs Five9: feature comparison
| Feature | Avaya | Five9 |
|---|---|---|
| At a glance | ||
| Category | CCaaS platform | CCaaS platform |
| Best fit | Mid market, Enterprise | Mid market, Enterprise |
| Deployment | Cloud, On premise, Private cloud, Hybrid | Cloud |
| Channels | Voice, Email, Web chat, SMS, Social DMs | Voice, SMS, Email, Web chat, WhatsApp, Social DMs |
| Pricing & ratings | ||
| Starting price | Contact sales | From $119/user/mo |
| Free trial | No | No |
| User rating | 4.1/5 (181 G2 reviews) | 4.1/5 (584 G2 reviews) |
| AI capabilities | ||
| Autonomous voice agent | Yes | Yes |
| Real-time agent assist | Yes | Yes |
| Conversation intelligence | Yes | Yes |
| Automated QA | Yes | Yes |
| Intelligent routing | Yes | Yes |
| Compliance | ||
| SOC 2 Type II | No | Yes |
| HIPAA | Yes | Yes |
| PCI DSS | Yes | Yes |
| GDPR | No | Yes |
Avaya vs Five9: frequently asked questions
- What is the difference between Avaya and Five9?
- A 25-year-old enterprise comms giant rebuilding post-bankruptcy around Avaya Infinity. Strong install base; viability risk is real and buyer scrutiny is warranted. By contrast, Mature, publicly traded CCaaS for mid-market and enterprise contact centers — proven omnichannel routing, workforce management, and AI agents in one cloud stack.