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.
"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."
"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."
"The product’s IVR script editor is very easy and simple to use."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"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."
"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 latest version and updates have been great. It really has everything we need."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"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."
"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."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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 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."
"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 knowledge base of their support is not as strong as the IVR build."
"Five9 Omnichannel’s UI could be improved."
"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."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"AI still needs improvement when it comes to predictive engagement."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
Five9 is ranked 2nd in Contact Center as a Service (CCaaS) with 20 reviews while Genesys Cloud CX is ranked 1st in Contact Center as a Service (CCaaS) with 8 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 "No restrictions on what the solution can do; new integrations with other cloud solutions". Five9 is most compared with Cisco Webex Contact Center, Amazon Connect, 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 Workforce Engagement Management vendors, best Contact Center as a Service (CCaaS) vendors, and best Contact Center Platforms vendors.
We monitor all Contact Center as a Service (CCaaS) 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.