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Five9 vs Genesys Cloud comparison

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1,466 views|1,298 comparisons
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5,464 views|4,705 comparisons
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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 »
Ranking
Views
1,466
Comparisons
1,298
Reviews
0
Average Words per Review
0
Rating
N/A
Views
5,464
Comparisons
4,705
Reviews
0
Average Words per Review
0
Rating
N/A
Comparisons
Also Known As
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
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Overview

Five9 is a cloud contact center solution that works for inbound, outbound, mixed, and omnichannel contact centers all around the world. Five9, which is powered by Practical AI, allows agents to provide excellent customer service via phone, email, chat, mobile, social media, and more. Five9 provides businesses with reliable, secure, compliant, and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

Five9 derives customer intent data to provide agents with next step suggestions before they pick up the phone, while the AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to connect consumers to the proper agent. To triple agent conversation time, four dialing modes can be adjusted to skip no-answers and busy signals. To free up agents for high-value encounters, Five9's IVR with speech recognition can be used for basic client enquiries.

With real-time analytics and dashboards, you can track, evaluate, and report on the contact center's performance, and all interactions are automatically synced with CRM. The contact center can be up and running in days and scaled up or down depending on business needs.

Five9 Features

Five9 has many valuable key features. Some of the most useful ones include:

Empower your agents:

  • Workforce is optimized: So you can focus on your business, Five9 manages each WFO solution for you, from installation and configuration to maintenance and upgrades to the latest features.
  • Supervisor desktop: Supervisors may monitor and measure specific contact center operations in real time using the supervisor desktop, which is browser-based and totally customizable.
  • Management of quality and performance: Transparency in performance and continuous feedback keep everyone with Five9 login informed about where they stand and what they can do to improve.

Scale your business with AI:

  • Virtual agent: You can use the Five9 Intelligent Virtual Agent (IVA) to implement self-service assistance that is more conversational and engaging across voice and digital channels.
  • Agent assist: AI-powered technology that is enterprise-ready boosts agent productivity and efficacy by allowing them to be more informed, engaged, and customer-focused.

Move faster with the cloud:

  • Cloud migration: Cloud computing provides all of the rich capability of legacy on-premises systems, but with even more advantages, such as scalability, business agility, flexibility, reliability, and hands-off maintenance.
  • Digital engagement: Five9 Digital Engagement offers digital-first omnichannel experiences that connect your customers with the best agent for their requirements, regardless of whatever channel they use.
  • Interactive voice response: You can turn IVR, forms, and surveys into a visual, app-like experience with Five9 Omnichannel Mobile.

Improve efficiency with AI and automation:

  • Engagement workflow: Customer data and interaction context are easily collected and leveraged with Five9 Engagement Workflow.
  • Workflow automation: Continuously improve the client experience by swiftly deploying and iterating on automations.
  • Reporting and analytics: Get the data you need to track metrics on a daily, monthly, quarterly, or annual basis – and make modifications as needed.

Five9 Benefits

There are many benefits to implementing Five9. Some of the biggest advantages the solution offers include:

  • Raises agent and supervisor productivity
  • Connects the contact center to the business
  • Delivers greater revenue
  • Creates enhanced customer trust and loyalty
  • Your Five9 contact center can be up and running in days
  • All your agents require is a headset and access to the internet
  • There are no maintenance expenditures or hardware investments
  • There will be no costly integration initiatives
  • Simple Five9 login and customer support
  • Five9 frees up IT resources
  • Real-time performance reporting
  • Five9 manages your contact center infrastructure so you can focus on growing your business

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises. From 1 to 100,000+ seats, we are addressing the needs of small, mid-size and large enterprises with flexible deployment models. Genesys has three new Contact Center solutions to choose from: Premier Edition for small to mid-sized Contact Centers, Business Edition for mid-sized Contact Centers, and Enterprise Edition for large Contact Centers.
Offer
Learn more about Five9
Learn more about Genesys Cloud
Sample Customers
SiemensPhone.comAmerican SupportCitrixNetSuiteGreenwood Hallhttp://www.five9.com/customers
Vodacom, British Telecom (BT), Marketo, Etisalat, Deutsche Telekom, AstraZeneca, Red Hat, DNB, UBI Banca, ICICI Bank, esri, Swedbank, Swisscom, Marks & Spencer, Banco de Chile, Princeton University, Overstock, Procter & Gamble (P&G), elong, Emirates, Vodafone, Ticketmaster
Top Industries
VISITORS READING REVIEWS
Computer Software Company21%
Comms Service Provider14%
Financial Services Firm8%
Healthcare Company6%
VISITORS READING REVIEWS
Computer Software Company21%
Comms Service Provider11%
Financial Services Firm11%
Insurance Company7%
Company Size
VISITORS READING REVIEWS
Small Business27%
Midsize Enterprise14%
Large Enterprise59%
VISITORS READING REVIEWS
Small Business16%
Midsize Enterprise14%
Large Enterprise70%

Five9 is ranked 4th in Contact Center as a Service (CCaaS) while Genesys Cloud is ranked 1st in Contact Center as a Service (CCaaS). Five9 is rated 0.0, while Genesys Cloud is rated 0.0. On the other hand, Five9 is most compared with Amazon Connect, Cisco Webex Contact Center, NICE CXone, Cisco Contact Center Enterprise and Cisco CCX, whereas Genesys Cloud is most compared with Amazon Connect, Genesys PureConnect, Cisco Contact Center Enterprise, Cisco CCX and Verint Workforce Engagement Cloud.

See our list of 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.