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 #4 in IS , and holds a 12.4% mindshare in the category. Five9 is ranked #2 in CCP , with an average rating of 8.6, and holds a 15.4% 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

160 Views
78 Comparison Views

100% willing to recommend

Five9

Read 24 Five9 reviews

1,026 Views
542 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,103 Views
849 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

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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Devan Baucom

Director of Contact Center Solutions at Invoca

Has many features, provides good technical support, is scalable, and has no downtime

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. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

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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."

"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."

"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."

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

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

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

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

"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."

"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."

More Five9 pros

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

"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."

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

"The latest version and updates have been great. It really has everything we need."

"Genesys is brilliant concerning stability."

"Genesys Cloud is an excellent platform."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

More Genesys Cloud CX pros

Cons

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

"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."

"Five9 Omnichannel’s UI could be improved."

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

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

"Five9's stability needs to be improved."

"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..."

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

More Five9 cons

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

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

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

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

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

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

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

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

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

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

"I prefer Five9's licensing model."

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"Five9 is 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."

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

"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."

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

More Five9 pricing and cost advice

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

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Computer Software Company

13%

Government

Manufacturing Company

Computer Software Company

13%

Financial Services Firm

13%

Manufacturing Company

10%

Healthcare Company

Financial Services Firm

15%

Computer Software Company

10%

Educational Organization

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

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

Cisco Unified Contact Center Enterprise vs Cisco Unified Contact Center Express

Compared 23% of the time

NICE CXone vs Cisco Unified Contact Center Express

Compared 15% of the time

Nuance IVR vs Cisco Unified Contact Center Express

Compared 11% of the time

More Cisco Unified Contact Center Express Competitors

Amazon Connect vs Five9

Compared 32% of the time

NICE CXone vs Five9

Compared 13% of the time

Cisco Webex Contact Center vs Five9

Compared 8% of the time

8x8 Contact Center vs Five9

Compared 8% of the time

Cisco Unified Contact Center Enterprise vs Five9

Compared 2% of the time

More Five9 Competitors

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 6% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Product Reports

No data available

Buyer's Guide

Five9

June 2025

Download Five9 product report

Buyer's Guide

Genesys Cloud CX

June 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