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 reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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."
"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."
"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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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 latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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."
"Five9 Omnichannel’s UI could be improved."
"The reporting could be a bit better."
"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."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
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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