We compared Five9 and Genesys Cloud across several parameters based on verified reviews from real users. After reading the collected data, you can find our conclusion below:
Based on user reviews, Genesys Cloud CX has seamless integration with various communication channels, efficient call routing and management, robust reporting and analytics capabilities, and the ability to provide personalized customer experiences. Users highly praise Five9's customer service and support, describing them as prompt, effective, and knowledgeable. While both products have positive feedback on pricing and ROI, Genesys Cloud CX users have expressed the need for better system stability, improved user interface, and enhanced integration capabilities.
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"The tool enables easier management."
"The product’s IVR script editor is very easy and simple to use."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"The latest version and updates have been great. It really has everything we need."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Five9 Omnichannel’s UI could be improved."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."
"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
Five9 is ranked 3rd in Contact Center Platforms with 20 reviews while Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews. Five9 is rated 8.6, while Genesys Cloud CX is rated 9.0. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". Five9 is most compared with Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center, NICE CXone and Cisco Contact Center Enterprise, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Cisco CCX and Aspect Workforce Optimization. See our Five9 vs. Genesys Cloud CX report.
See our list of best Contact Center Platforms vendors, best Workforce Engagement Management vendors, and best Contact Center as a Service (CCaaS) vendors.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.