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 fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"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%."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"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."
"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."
"The stability is really good."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"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."
"Integration with third-party solutions can be difficult and has room for improvement."
"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 Omnichannel’s UI could be improved."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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..."
"It would be ideal if they could combine the tools into one suite."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"The knowledge base of their support is not as strong as the IVR build."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"AI still needs improvement when it comes to predictive engagement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
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.
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