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."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 product’s IVR script editor is very easy and simple to use."
"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."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"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."
"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."
"Can integrate with a lot of gateways in voice."
"Five9 Omnichannel’s UI could be improved."
"The knowledge base of their support is not as strong as the IVR build."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The SMS feature could use some improvement as far as the opt-out process goes."
"The reporting could be a bit better."
"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 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..."
"It would be ideal if they could combine the tools into one suite."
"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 Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Genesys PureConnect is most compared with Genesys Cloud CX, Cisco Jabber, Kamailio SIP Server, NICE CXone and Calabrio ONE.
See our list of best Workforce Engagement Management vendors and best Contact Center Infrastructure vendors.
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