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."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."
"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."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"Can integrate with a lot of gateways in voice."
"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's stability needs to be improved."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"Five9 Omnichannel’s UI could be improved."
"It would be ideal if they could combine the tools into one suite."
"The knowledge base of their support is not as strong as the IVR build."
"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 Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Genesys PureConnect is most compared with Genesys Cloud CX, Cisco Jabber, NICE CXone, Kamailio SIP Server and Calabrio ONE.
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.
