Five9 vs Genesys Cloud CX comparison

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Comparison Buyer's Guide
Executive Summary
Updated on Oct 30, 2023

We compared Five9 and Genesys Cloud across several parameters based on verified reviews from real users. After reading the collected data, you can find our conclusion below:

  • Initial Setup: The user feedback for Genesys Cloud indicates that the duration required for the initial setup varies, with some users reporting different timeframes for deployment and setup. User feedback for Five9 suggests that some users found the deployment and integration process complex and required additional testing to resolve challenges. In contrast, others described the initial deployment as straightforward.
  • Valuable Features: Genesys Cloud CX stands out with its seamless integration with communication channels, personalized customer experiences, and robust reporting and analytics capabilities. Five9, on the other hand, excels in its integration with CRM platforms, user-friendly interface, and excellent customer support.
  • Room For Improvement: Genesys Cloud CX could improve system stability, reliability, user interface, reporting, and integration capabilities. Five9 could enhance call quality, reliability, customization options, and user interfaces.
  • Setup Cost: Genesys Cloud CX's setup pricing is straightforward and hassle-free, with a flexible licensing process. Five9 offers a straightforward and hassle-free setup cost with a smooth and transparent licensing process.
  • ROI: Genesys Cloud CX offers positive ROI by improving customer experience, increasing productivity, streamlining operations, enhancing communication, and adapting to changing business needs. Five9 delivers ROI through improved business operations, streamlined customer service processes, increased productivity, cost savings, and seamless integration with other systems.
  • Customer Service: Genesys Cloud CX is praised for its prompt and effective customer service, with a knowledgeable and friendly support team. Five9's customer service is highly regarded for its responsiveness, helpfulness, and willingness to go above and beyond for customers.

Based on user reviews, Genesys Cloud CX has seamless integration with various communication channels, efficient call routing and management, robust reporting and analytics capabilities, and the ability to provide personalized customer experiences. Users highly praise Five9's customer service and support, describing them as prompt, effective, and knowledgeable. While both products have positive feedback on pricing and ROI, Genesys Cloud CX users have expressed the need for better system stability, improved user interface, and enhanced integration capabilities.

To learn more, read our detailed Five9 vs. Genesys Cloud CX Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels.""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.""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.""When it comes to drop calls, we don't have a problem. They are performing to our satisfaction.""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.""The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good.""The product’s IVR script editor is very easy and simple to use.""I'm interested in all the features we're using and the reporting that's needed to get them up and running."

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"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.""Genesys Cloud is an excellent platform.""Its comprehensive single application includes everything from reporting to IVR and workflows.""The stability is really good.""Predictive engagement and gamification are valuable features with good inbound functionality.""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.""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.""The latest version and updates have been great. It really has everything we need."

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Cons
"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.""What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful.""The reporting could be a bit better.""Maintaining the original DNS on Five9 across campaigns is difficult.""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 are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first...""It would be ideal if they could combine the tools into one suite."

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"I would like to see some of that functionality or features from Genesys Engage added to 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.""AI still needs improvement when it comes to predictive engagement.""Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement.""Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution.""The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.""Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

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Pricing and Cost Advice
  • "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 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 reasonable."
  • "Five9 is expensive, but most companies would find that using it is worth the cost."
  • "The product is not the most expensive, but it's not cheap."
  • "The product's pricing is flexible and reasonable."
  • "I'm mainly the system administrator, so I don't have information on how much Five9 costs."
  • "The cost is not at the lower end of the market, but it's worth it."
  • More Five9 Pricing and Cost Advice →

  • "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."
  • "I rate Genesys Cloud CX's pricing a one out of ten."
  • More Genesys Cloud CX Pricing and Cost Advice →

    report
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    Questions from the Community
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine… more »
    Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud… more »
    Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
    Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for… more »
    Ranking
    Views
    1,321
    Comparisons
    841
    Reviews
    16
    Average Words per Review
    1,219
    Rating
    8.6
    Views
    2,339
    Comparisons
    1,600
    Reviews
    7
    Average Words per Review
    956
    Rating
    9.0
    Comparisons
    Also Known As
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    Learn More
    Overview

    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.

    Sample Customers
    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
    Top Industries
    REVIEWERS
    Insurance Company20%
    Manufacturing Company13%
    Non Profit13%
    Computer Software Company13%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm12%
    Healthcare Company7%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Educational Organization18%
    Computer Software Company13%
    Financial Services Firm12%
    Government7%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise41%
    Large Enterprise24%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise15%
    Large Enterprise58%
    REVIEWERS
    Small Business44%
    Midsize Enterprise11%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise27%
    Large Enterprise55%
    Buyer's Guide
    Five9 vs. Genesys Cloud CX
    March 2024
    Find out what your peers are saying about Five9 vs. Genesys Cloud CX and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Five9 is ranked 2nd in Contact Center as a Service (CCaaS) with 19 reviews while Genesys Cloud CX is ranked 1st in Contact Center as a Service (CCaaS) with 8 reviews. Five9 is rated 8.6, while Genesys Cloud CX is rated 9.0. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". Five9 is most compared with Amazon Connect, Cisco Webex Contact Center, NICE CXone, 8x8 Contact Center and Cisco CCX, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Cisco CCX and Aspect Workforce Optimization. See our Five9 vs. Genesys Cloud CX report.

    See our list of best Workforce Engagement Management vendors, best Contact Center as a Service (CCaaS) vendors, and best Contact Center Platforms vendors.

    We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.