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Cisco Webex Contact Center vs Five9 vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive Summary

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 as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 13.7%, up from 13.2% compared to the previous year. The mindshare of Five9 is 15.6%, up from 15.6% compared to the previous year. The mindshare of Genesys Cloud CX is 17.7%, down from 24.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

Featured Reviews

Ahmed  Helmy - PeerSpot reviewer
Cloud simplifies deployment and expansion but needs more third-party options
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.
Devan Baucom - PeerSpot reviewer
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.
AB370 - PeerSpot reviewer
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…

Quotes from Members

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

Pros

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."
"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"Cisco technical support is outstanding."
"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."
"The most valuable feature is the simplicity of making scripts within the contact center solution itself."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"The product’s IVR script editor is very easy and simple to use."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The tool enables easier management."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"The most valuable feature for me is the WFM tool."
"The latest version and updates have been great. It really has everything we need."
"The integration of CTI within the IT system is a particularly valuable feature."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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."
"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."
 

Cons

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."
"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."
"With the solution, I face issues when trying to use the screen share option."
"During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"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 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."
"Five9 should provide free training resources for end users, including agents, supervisors, and admins."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch"
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"AI still needs improvement when it comes to predictive engagement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
 

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
"The cost is not at the lower end of the market, but it's worth it."
"Five9 is reasonable."
"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 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 is not the most expensive, but it's not cheap."
"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."
"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."
"I rate Genesys Cloud CX's pricing a one out of ten."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
13%
Healthcare Company
9%
Government
8%
Computer Software Company
13%
Financial Services Firm
13%
Manufacturing Company
10%
Healthcare Company
6%
Financial Services Firm
15%
Computer Software Company
10%
Educational Organization
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Cisco Webex Contact Center?
The central management tool, Control Hub, holds significant value for the management team.
What is your experience regarding pricing and costs for Cisco Webex Contact Center?
The price of Cisco Webex Contact Center needs to be revised a little bit.
What needs improvement with Cisco Webex Contact Center?
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & incl...
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?
Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants wit...
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.
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...
 

Also Known As

CC-One, BroadSoft CC-One
No data available
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Overview

 

Sample Customers

AON, Office Depot, American Red Cross
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
Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center as a Service (CCaaS). Updated: June 2025.
859,957 professionals have used our research since 2012.