Cisco Unified Contact Center Enterprise vs Five9 vs Genesys Cloud CX comparison

Cisco Unified Contact Cent...

Read 25 Five9 reviews

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365 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 15 Genesys Cloud CX reviews

5,650 Views
1,808 Comparison Views

100% willing to recommend

Genesys Cloud CX

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cisco Unified Contact Center Enterprise, Five9, and Genesys Cloud CX 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: March 2026).

Contact Center Infrastructure

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Helped 885,667 peers since 2012

Review summaries and opinions

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

Mindshare comparison

Contact Center Infrastructure Mindshare Distribution
Product	Mindshare (%)
Cisco Unified Contact Center Enterprise	21.3%
Five9	12.0%
Mitel Contact Center Solutions	10.9%
Other	55.800000000000004%

Contact Center Infrastructure

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Five9	8.3%
Genesys Cloud CX	13.8%
Amazon Connect	13.0%
Other	64.9%

Contact Center Platforms

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Genesys Cloud CX	13.8%
Amazon Connect	13.0%
Five9	8.3%
Other	64.9%

Contact Center Platforms

Featured Reviews

Waqas Amin

Sr. Cisco Collaboration Presales Engineer at IST Networks

The ease of integration and documentation are valuable features.

Usability Ease of integration Security Perfection Documentation Some usability issues need to be improved. I've used it for three years. There were no issues with the deployment. This is the stand-out point with Cisco CC. It's very stable. Cisco provides cost effective options for migration…

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reviewer2686482

Works

Has enabled seamless integration and simplified setup for client services with minimal technical requirements

The system is easy to manage. End users do not need to provide much technical support. They just rent the necessary number of users, and that's it. End users don't need a dedicated IT person to manage the system as it is a serverless service. Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies. Additionally, omnichannel capabilities, such as web chat and social media integration, offer a customized experience.

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Julien Baluka

Founder at SJT Consult

Omnichannel contact center has unified customer interactions and delivers smarter routing

Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler. My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.

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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

"This is the stand-out point with Cisco CC."

"The technical support for Five9 has been exemplary."

"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 based on calls that we may have listened to, but we do not have anything to show the agents themselves."

"I have been using Five9 for nearly 10 years now with multiple clients, and I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has."

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

"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."

"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."

"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."

"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."

More Five9 pros

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"Genesys Cloud is an excellent platform."

"The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support."

"The most valuable feature for me is the WFM tool."

"The stability is really good."

"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."

"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."

More Genesys Cloud CX pros

Cons

"Some usability issues need to be improved."

"It would be ideal if they could combine the tools into one suite."

"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."

"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."

"Sometimes, there are some call quality issue complaints from our users."

"There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart."

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

"I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit."

"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."

More Five9 cons

"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."

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"For the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent."

"AI still needs improvement when it comes to predictive engagement."

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"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's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

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

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

"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."

"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."

More Five9 pricing and cost advice

"The pricing is a bit expensive."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

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Top Industries

By visitors reading reviews

Insurance Company

48%

Healthcare Company

Financial Services Firm

Comms Service Provider

Financial Services Firm

12%

Manufacturing Company

11%

Insurance Company

Healthcare Company

Financial Services Firm

12%

Manufacturing Company

11%

Computer Software Company

Government

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

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	7

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...

What needs improvement with Five9?

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

What is your primary use case for Five9?

I was using Five9 in the senior living space.

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center managem...

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 doc...

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, i...

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Compared 11% of the time

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Product Reports

Contact Center Infrastructure

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Cisco Unified Contact Center Enterprise report

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Genesys Cloud CX

Download Genesys Cloud CX product report

Also Known As

Contact Center Enterprise

No data available

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Overview

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

Cisco

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.

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.

Genesys

Sample Customers

Cimpress, Energisa, Raiffeisen Bank

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

Contact Center Infrastructure