Genesys Cloud CX and Five9 are both leading cloud-based contact center solutions with varying strengths. Five9 seems to have the upper hand due to its comprehensive feature set and higher ROI.
Features: Genesys Cloud CX offers robust analytics, integration capabilities, and AI-powered automation. Five9 provides workforce optimization tools, outbound dialing features, and productivity enhancements.
Room for Improvement: Genesys Cloud CX needs better reporting customization, a more intuitive setup, and improved user control. Five9 could enhance its API, social media integration, and general integration capabilities.
Ease of Deployment and Customer Service: Genesys Cloud CX has a straightforward deployment process with a learning curve, while Five9 features efficient deployment and comprehensive support.
Pricing and ROI: Genesys Cloud CX is competitively priced with room for ROI improvement. Five9, although higher in cost, offers significant ROI through operational efficiencies.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
Genesys support is very good.
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.
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.
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.
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.
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.
Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.
Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:
Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.
According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.
Below are several quotes from Five9's users:
Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
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