Cisco Unified Contact Center Express vs Five9 vs Genesys PureConnect comparison

Cisco and Five9 are both solutions in the Contact Center Infrastructure category. Cisco is ranked #2, while Five9 is ranked #1 with an average rating of 8.6. Cisco holds a 12.1% mindshare in CCI, compared to Five9’s 11.8% 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

291 Views
195 Comparison Views

100% willing to recommend

Five9

Read 24 Five9 reviews

226 Views
74 Comparison Views

100% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

55 Views
22 Comparison Views

100% willing to recommend

Cisco Unified Contact Cente...

Five9

Genesys PureConnect

Review summaries and opinions

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

Mindshare comparison

As of July 2025, in the Contact Center Infrastructure category, the mindshare of Cisco Unified Contact Center Express is 12.1%, down from 26.1% compared to the previous year. The mindshare of Five9 is 11.8%, up from 8.7% compared to the previous year. The mindshare of Genesys PureConnect is 4.6%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Infrastructure

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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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

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

"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."

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

"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."

"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."

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

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

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

"The tool enables easier management."

More Five9 pros

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

Cons

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

"The reporting could be a bit better."

"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."

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

"Five9 should provide free training resources for end users, including agents, supervisors, and admins."

"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."

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

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

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

More Five9 cons

"Customer support can sometimes be delayed."

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."

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

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

"I prefer Five9's licensing model."

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

"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."

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

More Five9 pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Computer Software Company

13%

Government

Manufacturing Company

Computer Software Company

13%

Financial Services Firm

13%

Manufacturing Company

10%

Healthcare Company

Financial Services Firm

14%

Computer Software Company

11%

Manufacturing Company

10%

Insurance 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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Comparisons

Genesys Cloud CX vs Cisco Unified Contact Center Express

Compared 41% of the time

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 16% of the time

Nuance IVR vs Cisco Unified Contact Center Express

Compared 10% 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

Genesys Cloud CX vs Five9

Compared 12% of the time

Cisco Webex Contact Center vs Five9

Compared 8% of the time

Dialpad Contact Center vs Five9

Compared 2% of the time

More Five9 Competitors

Genesys Cloud CX vs Genesys PureConnect

Compared 45% of the time

NICE CXone vs Genesys PureConnect

Compared 13% of the time

Kamailio SIP Server vs Genesys PureConnect

Compared 13% of the time

Cisco Jabber vs Genesys PureConnect

Compared 11% of the time

More Genesys PureConnect Competitors

Product Reports

No data available

Buyer's Guide

Five9

June 2025

Download Five9 product report

Buyer's Guide

Workforce Engagement Management

June 2025

Download Genesys PureConnect product report

Also Known As

CCX

No data available

Interactive Intelligence Customer Interaction Center, CIC

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

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

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

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