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."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"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."
"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."
"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."
"Can integrate with a lot of gateways in voice."
"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..."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"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."
"The SMS feature could use some improvement as far as the opt-out process goes."
"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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