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'm interested in all the features we're using and the reporting that's needed to get them up and running."
"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."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"The tool enables easier management."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"Can integrate with a lot of gateways in voice."
"Five9 Omnichannel’s UI could be improved."
"It would be ideal if they could combine the tools into one suite."
"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..."
"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."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Integration with third-party solutions can be difficult and has room for improvement."
"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 Genesys Cloud CX, Cisco Webex Contact Center, Amazon Connect, 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.
We monitor all Workforce Engagement Management 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.
