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."The tool enables easier management."
"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."
"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 product’s IVR script editor is very easy and simple to use."
"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."
"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%."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"Can integrate with a lot of gateways in voice."
"Five9 Omnichannel’s UI could be improved."
"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..."
"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."
"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."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"Five9's stability needs to be improved."
"The reporting could be a bit better."
"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..."
"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, NICE CXone, Cisco Jabber, Kamailio SIP Server and Calabrio WFM.
See our list of best Workforce Engagement Management vendors and best Contact Center Infrastructure vendors.
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