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

The compared Cisco and Five9 solutions aren't in the same category. Cisco is ranked #3 in IS , and holds a 16.9% mindshare in the category. Five9 is ranked #2 in CCP , with an average rating of 8.5, and holds a 12.9% mindshare. Additionally, 100% of Cisco users are willing to recommend the solution, compared to 100% of Five9 users who would recommend it.

Cisco Unified Contact Cente...

Read 1 Cisco Unified Contact Center Express review

662 Views
278 Comparison Views

100% willing to recommend

Five9

Read 24 Five9 reviews

2,161 Views
1,102 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

4,293 Views
1,331 Comparison Views

100% willing to recommend

Cisco Unified Contact Cente...

Five9

Genesys Cloud CX

Review summaries and opinions

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

Mindshare comparison

IVR Systems Market Share Distribution
Product	Market Share (%)
Cisco Unified Contact Center Express	16.9%
Nuance IVR	15.3%
Cisco Unified Customer Voice Portal (Unified CVP)	10.2%
Other	57.599999999999994%

IVR Systems

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Five9	12.9%
Amazon Connect	19.5%
Genesys Cloud CX	18.8%
Other	48.8%

Contact Center Platforms

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	18.8%
Amazon Connect	19.5%
Five9	12.9%
Other	48.800000000000004%

Contact Center Platforms

Featured Reviews

Gamil Radman

Operation Director at Dammam University

Interactive voice response and automatic call distribution help to improve our customer service

Our primary use case is for customer service, in higher education and healthcare This solution provides uni-channel service support and is fully integrated with our DB. The new Cisco Finesse is really amazing. The most valuable features of this solution are the IVR (Interactive voice response)…

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Pedro Pulido

Workforce Manager at Aprende Institute

Seamless integration with our CRM gives our agents all the information in one place

In my role, 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. We have implemented workflows, and the Five9 WorkFlow Automation feature works very well. We're very happy with the tool. Five9 offers a very reliable solution, and that's why we are aiming to implement the new technologies in which AI is involved. We use Five9 with Salesforce, and it works very well. It's seamless. We practically never have problems with that integration. The information comes and goes without a problem. The Salesforce integration helps agents a lot. It's easy to use, so they get familiar with it very quickly. Because of the way it integrates, it's like looking at one platform; it's all on one screen. They can see the call information and the information about the lead. It's very easy to read and very user-friendly. On the side of the workforce that I am on, we are constantly working on improving our costs. We have to understand how long our calls are taking, and we are able to do all that analysis because of how Five9 presents all the information in the dashboard and how quickly we can analyze it. It's very useful to have a practical way to see the information and understand it. Also, making changes is not that hard. For example, maybe we don't want to make that many calls; we want to make fewer. That's easy to do. It's a tool that allows you to make decisions and implement them very quickly.

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AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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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 solution provides uni-channel Service support and is fully integrated with our DB."

"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."

"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 really appreciate Five9 because I do not have to do much creatively, as everything is automated."

"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."

"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."

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

"The most valuable feature is the simplicity of making scripts within the contact center solution itself."

More Five9 pros

"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."

"Genesys is brilliant concerning stability."

"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."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The integration of CTI within the IT system is a particularly valuable feature."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

More Genesys Cloud CX pros

Cons

"This solution could be improved with better support for higher education and healthcare."

"The knowledge base of their support is not as strong as the IVR build."

"Five9 has an active-passive high-availability model. I would prefer active-active."

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

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

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

"During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability."

"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."

More Five9 cons

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

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

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

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Their WFM product is still pretty immature."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"Five9 is reasonable."

"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."

"I prefer Five9's licensing model."

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

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

"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."

"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."

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

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

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Computer Software Company

10%

Comms Service Provider

Government

Financial Services Firm

12%

Manufacturing Company

11%

Computer Software Company

10%

Insurance Company

Financial Services Firm

14%

Computer Software Company

10%

Manufacturing Company

Healthcare 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	6

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	5

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?

Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants wit...

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What is your primary use case for Five9?

We deploy Five9 ( /products/five9-reviews ) for our customers who use it as a contact center solution.

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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...

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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...

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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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Comparisons

Verint IVR and Voice Self-Service vs Cisco Unified Contact Center Express

Compared 14% of the time

NICE CXone vs Cisco Unified Contact Center Express

Compared 12% of the time

Syntellect Communications Portal vs Cisco Unified Contact Center Express

Compared 11% of the time

Cisco Unified Contact Center Enterprise vs Cisco Unified Contact Center Express

Compared 10% of the time

Voxeo Prophecy vs Cisco Unified Contact Center Express

Compared 6% of the time

More Cisco Unified Contact Center Express Competitors

Amazon Connect vs Five9

Compared 29% of the time

NICE CXone vs Five9

Compared 9% of the time

Cisco Webex Contact Center vs Five9

Compared 8% of the time

8x8 Contact Center vs Five9

Compared 7% of the time

Avaya Infinity Platform vs Five9

Compared 4% of the time

More Five9 Competitors

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

Avaya Infinity Platform vs Genesys Cloud CX

Compared 5% of the time

Salesforce vs Genesys Cloud CX

Compared 3% of the time

More Genesys Cloud CX Competitors

Product Reports

No data available

Buyer's Guide

Five9

September 2025

Download Five9 product report

Buyer's Guide

Genesys Cloud CX

September 2025

Download Genesys Cloud CX product report

Also Known As

CCX

No data available

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

Overview

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-size contact centers.

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.

Five9

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

Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.

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