Try our new research platform with insights from 80,000+ expert users

Five9 vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.8
Five9 improved ROI by optimizing workforce, automating tasks, reducing costs, increasing revenue, and enabling rapid company growth.
Sentiment score
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
 

Customer Service

Sentiment score
7.6
Five9's customer support is responsive and communicative, but complex issues and knowledge gaps reveal areas for improvement.
Sentiment score
7.5
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
Genesys support is very good.
 

Scalability Issues

Sentiment score
8.3
Five9 excels in scalability, allowing easy license adjustments for seamless global operations, despite some complex feature learning.
Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
We face scaling issues, especially when trying to scale up bigger contact centers.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
 

Stability Issues

Sentiment score
7.3
Five9 is stable and reliable, with minimal downtime, but occasional issues and bugs occur post-updates; proactive communication is advised.
Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
During training and demos, resiliency tests failed, which was not ideal.
In my experience, I have not encountered major downtime.
Genesys is brilliant concerning stability.
 

Room For Improvement

Users desire enhanced call quality, integrations, email formatting, high-availability, mobile access, UI modernization, pricing, and support.
Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Five9 should provide free training resources for end users, including agents, supervisors, and admins.
I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch.
The solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
 

Setup Cost

Five9 offers competitive pricing with flexible models, justifying costs through comprehensive functionality and reliable cloud deployment solutions.
Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
Genesys' licensing model is flexible, though not the cheapest.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
 

Valuable Features

Five9 excels with cloud setup, CRM integration, and AI tools, enhancing productivity, satisfaction, and efficiency while reducing costs.
Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies.
It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.
The ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
 

Categories and Ranking

Five9
Ranking in Contact Center Platforms
2nd
Ranking in Workforce Engagement Management
2nd
Ranking in Contact Center as a Service (CCaaS)
1st
Average Rating
8.6
Reviews Sentiment
7.9
Number of Reviews
24
Ranking in other categories
Contact Center Infrastructure (1st), Sales Force Automation (4th)
Genesys Cloud CX
Ranking in Contact Center Platforms
3rd
Ranking in Workforce Engagement Management
1st
Ranking in Contact Center as a Service (CCaaS)
3rd
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Customer Experience Management (5th)
 

Mindshare comparison

As of April 2025, in the Contact Center Platforms category, the mindshare of Five9 is 15.6%, up from 13.0% compared to the previous year. The mindshare of Genesys Cloud CX is 22.3%, down from 28.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

Devan Baucom - PeerSpot reviewer
Has many features, provides good technical support, is scalable, and has no downtime
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. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.
ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
report
Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.
844,944 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Manufacturing Company
10%
Healthcare Company
6%
Educational Organization
19%
Financial Services Firm
12%
Computer Software Company
11%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Five9?
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 ...
What needs improvement with Five9?
For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch. Although there are existing keywords that help...
What is your primary use case for Five9?
As a VCC admin, I primarily use Five9 for call center monitoring. There are many LOB queues that I monitor to check how many calls there are and details like base time, AHT, and a variety of report...
Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Genesys Cloud?
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 is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
 

Comparisons

 

Also Known As

No data available
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Overview

 

Sample Customers

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Find out what your peers are saying about Five9 vs. Genesys Cloud CX and other solutions. Updated: February 2025.
844,944 professionals have used our research since 2012.