Cisco Webex Contact Center vs Five9 vs Genesys Cloud CX comparison

Cisco Webex Contact Center

Read 25 Five9 reviews

2,607 Views
1,695 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 15 Genesys Cloud CX reviews

5,650 Views
2,317 Comparison Views

100% willing to recommend

Genesys Cloud CX

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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), Genesys, Five9 and others in Contact Center as a Service (CCaaS).

To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: March 2026).

Contact Center as a Service (CCaaS)

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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 April 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 10.1%, down from 12.6% compared to the previous year. The mindshare of Five9 is 12.8%, down from 16.1% compared to the previous year. The mindshare of Genesys Cloud CX is 20.5%, up from 20.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Mindshare Distribution
Product	Mindshare (%)
Genesys Cloud CX	20.5%
Five9	12.8%
Cisco Webex Contact Center	10.1%
Other	56.6%

Contact Center as a Service (CCaaS)

Featured Reviews

Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Omnichannel features have improved collaboration and now provide smoother virtual meetings

We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.

Read full review

reviewer2686482

Works

Has enabled seamless integration and simplified setup for client services with minimal technical requirements

The system is easy to manage. End users do not need to provide much technical support. They just rent the necessary number of users, and that's it. End users don't need a dedicated IT person to manage the system as it is a serverless service. Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies. Additionally, omnichannel capabilities, such as web chat and social media integration, offer a customized experience.

Read full review

Julien Baluka

Founder at SJT Consult

Omnichannel contact center has unified customer interactions and delivers smarter routing

Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler. My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.

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

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

"The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good."

"Cisco technical support is outstanding."

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

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

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

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

"I'm interested in all the features we're using and the reporting that's needed to get them up and running."

"The product’s IVR script editor is very easy and simple to use."

"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."

"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 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."

"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."

More Five9 pros

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

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

"The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support."

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

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

"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 feature for me is the WFM tool."

More Genesys Cloud CX pros

Cons

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

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

"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."

"When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."

"The reporting suite needed improvement."

"The technical support is inconsistent and has room for improvement."

"Five9's stability needs to be improved."

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

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

"Integration with third-party solutions can be difficult and has room for improvement."

"Five9 Omnichannel’s UI could be improved."

"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."

More Five9 cons

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

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

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

"I believe the implementation needs improvement, the implementation of integration."

"However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler."

"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."

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

More Genesys Cloud CX cons

Pricing and Cost Advice

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

"Five9 is reasonable."

"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."

"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 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."

"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."

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

12%

Computer Software Company

11%

Insurance Company

10%

University

Financial Services Firm

12%

Manufacturing Company

11%

Insurance Company

Healthcare Company

Financial Services Firm

12%

Manufacturing Company

11%

Computer Software Company

Government

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	7

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	7

Questions from the Community

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?

I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.

What is your primary use case for Cisco Webex Contact Center?

Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients a...

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?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the repor...

What is your primary use case for Five9?

I was using Five9 in the senior living space.

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 15% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 13% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 9% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 8% of the time

LinkLive vs Cisco Webex Contact Center

Compared 7% of the time

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Amazon Connect vs Five9

Compared 15% of the time

MetTel Cloud Contact Center vs Five9

Compared 6% of the time

Cisco Unified Contact Center Express vs Five9

Compared 5% of the time

Cisco Unified Contact Center Enterprise vs Five9

Compared 5% of the time

Avaya Infinity Platform vs Five9

Compared 5% of the time

More Five9 Competitors

Amazon Connect vs Genesys Cloud CX

Compared 11% of the time

NICE CXone vs Genesys Cloud CX

Compared 10% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 4% of the time

Avaya Infinity Platform vs Genesys Cloud CX

Compared 4% of the time

Qualtrics XM Platform vs Genesys Cloud CX

Compared 3% 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)