Avaya Aura [EOL] vs Five9 vs Genesys PureConnect [EOL] comparison

Genesys PureConnect [EOL]

Read 25 Five9 reviews

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100% willing to recommend

Read 1 Genesys PureConnect [EOL] review

100% willing to recommend

Avaya Aura [EOL]

Genesys PureConnect [EOL]

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Executive Summary

We performed a comparison between Avaya Aura [EOL], Five9, and Genesys PureConnect [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Five9, Cisco, Mitel and others in Contact Center Infrastructure.

To learn more, read our detailed Contact Center Infrastructure Report (Updated: February 2026).

Contact Center Infrastructure

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Review summaries and opinions

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

Featured Reviews

David Hammel

Owner at TSV

Can enable any organization to become agile and dynamic in unified communications

We are an Avaya Platinum Business Partner The Avaya Aura platform will enable ANY organization to become agile and dynamic in unified communications. The most valuable features of this solution are its flexibility, scalability and most of all the stability. This solution needs to be made more…

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Nupur Singh

Sr Specialist - Analytics Metrics and Reporting at Mercer

Real-time monitoring and reporting help with better operations

The Intelligent Virtual Agent (IVA) feature helps to monitor the agents. We can see if an agent is getting stuck. For example, if an agent has not been logged out properly, we can log out that particular agent from a particular session because it hampers productivity. It helps us to be more productive. Our call center agents use the Agent Assist feature. Our call center leaders are also using it to monitor agents' quality metrics. We are also using Qlik Sense along with Five9. Five9 is for monitoring, and Qlik Sense is for service-level reports. Five9 provides us with real-time information, whereas solutions like Verint take a lot more time. Qlik Sense can have intermittent logging issues where it might not work properly, whereas Five9 works properly. Among these three, Five9 is the best. Five9 also gives more bifurcation options. Five9 is good and intuitive. It helps to know how things are. I love it and use it every day. There are always new reports to generate. There are a lot of opportunities within Five9. Additionally, the real-time agent monitoring and ability to skill agents based on calls in the queue are invaluable and much easier than previous solutions like the AWS application. Previously, using the AWS application involved cumbersome steps to manage users and agents, making Five9 a welcome change. Overall, Five9 has made my job easier compared to before, and I do not struggle with it. Five9 has helped improve our call center’s speed to answer. Our leaders are using Five9 to monitor everything. It is not a time-consuming application.

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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Quotes from Members

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

Pros

"The most valuable features of this solution are its flexibility, scalability and most of all the stability."

"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."

"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 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."

"The complex call routing capabilities were valuable, as I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to, while also setting up complex rollover and integrations between our CRM to leverage that data for complex call routing, and it all worked well."

"Overall, Five9 has made my job easier compared to before, and I do not struggle with it."

"The reporting is the most valuable feature in Five9."

"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."

"I rate the overall Five9 solution a nine out of ten."

More Five9 pros

"Can integrate with a lot of gateways in voice."

Cons

"This solution needs to be made more cloud-centric."

"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."

"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."

"The technical support is inconsistent and has room for improvement."

"For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch"

"Maintaining the original DNS on Five9 across campaigns is difficult."

"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."

"The SMS feature could use some improvement as far as the opt-out process goes."

"The reporting could be a bit better."

More Five9 cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

Information not available

"Five9 is expensive, but most companies would find that using it is worth the cost."

"The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9."

"The product is not the most expensive, but it's not cheap."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"I prefer Five9's licensing model."

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"The cost is not at the lower end of the market, but it's worth it."

"The product's pricing is flexible and reasonable."

More Five9 pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

12%

Manufacturing Company

11%

Insurance Company

Healthcare Company

Financial Services Firm

17%

Insurance Company

Comms Service Provider

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

No data available

Questions from the Community

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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 expectatio...

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What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the repor...

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What is your primary use case for Five9?

I was using Five9 in the senior living space.

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Comparisons

No data available

Amazon Connect vs Five9

Compared 21% of the time

Genesys Cloud CX vs Five9

Compared 14% of the time

Cisco Webex Contact Center vs Five9

Compared 7% of the time

NICE CXone vs Five9

Compared 6% of the time

Cisco Unified Contact Center Express vs Five9

Compared 6% of the time

More Five9 Competitors

Genesys Cloud CX vs Genesys PureConnect [EOL]

Compared 35% of the time

Kamailio SIP Server vs Genesys PureConnect [EOL]

Compared 16% of the time

NICE CXone vs Genesys PureConnect [EOL]

Compared 15% of the time

Cisco Jabber vs Genesys PureConnect [EOL]

Compared 12% of the time

Calabrio ONE vs Genesys PureConnect [EOL]

Compared 9% of the time

More Genesys PureConnect [EOL] Competitors

Product Reports

Contact Center Infrastructure

Download Avaya Aura [EOL] product report

Download Five9 product report

Workforce Engagement Management

Download Genesys PureConnect [EOL] product report

Also Known As

No data available

Interactive Intelligence Customer Interaction Center, CIC

Overview

Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.

Avaya

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:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

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:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

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.

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

Sample Customers

San Jose Earthquakes, Landmark Bank, InterContinental Davos, Tata Technologies, Sun Life Financial, SR Technics, Gepin Contact, Hampshire County Council, Niagara College, BC Hydro

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Contact Center Infrastructure