We performed a comparison between Five9, Genesys Cloud CX, and Genesys PureConnect based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.
"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 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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"The latest version and updates have been great. It really has everything we need."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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."
"Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Can integrate with a lot of gateways in voice."
"The knowledge base of their support is not as strong as the IVR build."
"Five9's stability needs to be improved."
"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..."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"Integration with third-party solutions can be difficult and has room for improvement."
"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 pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"Customer support can sometimes be delayed."
