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.
"The product’s IVR script editor is very easy and simple to use."
"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."
"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."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"The latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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."
"The reporting could be a bit better."
"Five9's stability needs to be improved."
"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."
"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..."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Integration with third-party solutions can be difficult and has room for improvement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"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 whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"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."
"AI still needs improvement when it comes to predictive engagement."
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.