We performed a comparison between Five9 and Genesys PureConnect based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The tool enables easier management."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"Can integrate with a lot of gateways in voice."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Integration with third-party solutions can be difficult and has room for improvement."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Five9's stability needs to be improved."
"The reporting could be a bit better."
"Customer support can sometimes be delayed."
Five9 is ranked 2nd in Workforce Engagement Management with 20 reviews while Genesys PureConnect is ranked 3rd in Workforce Engagement Management with 1 review. Five9 is rated 8.6, while Genesys PureConnect 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 PureConnect writes "Provides great functionality". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Genesys PureConnect is most compared with Genesys Cloud CX, Cisco Jabber, NICE CXone, Kamailio SIP Server and Calabrio ONE.
See our list of best Workforce Engagement Management vendors and best Contact Center Infrastructure vendors.
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