Cisco Webex Contact Center vs Five9 vs Genesys Cloud CX comparison

Cisco Webex Contact Center

Read 24 Five9 reviews

2,207 Views
1,589 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

4,006 Views
1,562 Comparison Views

100% willing to recommend

Genesys Cloud CX

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Cisco Webex Contact Center, Five9, and Genesys Cloud CX based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center as a Service (CCaaS).

To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: September 2025).

Contact Center as a Service (CCaaS)

Download the complete report

Helped 868,304 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

As of September 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 13.4%, up from 11.5% compared to the previous year. The mindshare of Five9 is 14.7%, down from 16.5% compared to the previous year. The mindshare of Genesys Cloud CX is 19.3%, down from 23.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Market Share Distribution
Product	Market Share (%)
Five9	14.7%
Genesys Cloud CX	19.3%
Cisco Webex Contact Center	13.4%
Other	52.6%

Contact Center as a Service (CCaaS)

Featured Reviews

Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

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.

Read full review

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.

Read full review

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…

Read full review

Quotes from Members

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

Pros

"Cisco technical support is outstanding."

"I rate the product's scalability a ten 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."

"The central management tool, Control Hub, holds significant value for the management team."

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

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

"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."

"The tool enables easier management."

"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 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."

"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."

More Five9 pros

"Genesys Cloud is an excellent platform."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

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

"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."

"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."

"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 stability is really good."

More Genesys Cloud CX pros

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."

"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."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"With the solution, I face issues when trying to use the screen share option."

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

"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."

"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..."

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

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

"Five9 Omnichannel’s UI could be improved."

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

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

More Five9 cons

"Their WFM product is still pretty immature."

"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."

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

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

"The cost needs to be improved, and it should be easier to integrate."

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

"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

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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

"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."

"I prefer Five9's licensing model."

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

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

"Five9 is reasonable."

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

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."

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

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.

See recommendations

868,304 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

13%

Healthcare Company

Insurance Company

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

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...

Amazon Connect vs Cisco Webex Contact Center

Comparisons

Compared 28% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 16% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 8% of the time

LinkLive vs Cisco Webex Contact Center

Compared 6% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 6% of the time

More Cisco Webex Contact Center Competitors

Amazon Connect vs Five9

Compared 29% of the time

NICE CXone vs Five9

Compared 10% of the time

8x8 Contact Center vs Five9

Compared 7% of the time

Cisco Unified Contact Center Express vs Five9

Compared 5% of the time

Vonage Contact Centers 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

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

Avaya Infinity Platform vs Genesys Cloud CX

Compared 5% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 4% of the time

More Genesys Cloud CX Competitors

Product Reports

Contact Center as a Service (CCaaS)

Download Cisco Webex Contact Center product report

Download Five9 product report

Genesys Cloud CX

Download Genesys Cloud CX product report

Also Known As

CC-One, BroadSoft CC-One

No data available

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

Overview

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

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

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

Contact Center as a Service (CCaaS)