Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.
After implementing Genesys Cloud CX, we achieved a 97% call response rate compared to 80% with our previous self-service software.
In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal.
Within CRM, I have worked on B2C service and sales extensively.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
They were good about hosting regular, recurring meetings, understanding priorities, and getting things escalated that were appropriate to escalate.
The impact of the real-time dashboards on the decision-making processes is excellent.
Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day.
Often, we encountered difficulties in receiving prompt responses, especially when highlighting desired functionalities between Salesforce and Genesys Cloud CX for future releases.
Sometimes the technical support is knowledgeable and helpful.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
We face scaling issues, especially when trying to scale up bigger contact centers.
We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls.
We achieved notable success implementing Genesys Cloud CX during COVID when home offices were necessary, leading to improved KPIs in customer satisfaction.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
In my experience, I have not encountered major downtime.
During training and demos, resiliency tests failed, which was not ideal.
Genesys is brilliant concerning stability.
The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch.
Five9 should provide free training resources for end users, including agents, supervisors, and admins.
The solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.
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.
If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.
Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
The ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically.
Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies.
It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.
It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.
If a prospect calling in has a particular need, predictive AI routes the call to the most suited agent.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
| Product | Mindshare (%) |
|---|---|
| Five9 | 8.3% |
| Genesys Cloud CX | 13.8% |
| Amazon Connect | 13.0% |
| Other | 64.9% |
| Product | Mindshare (%) |
|---|---|
| Genesys Cloud CX | 13.8% |
| Amazon Connect | 13.0% |
| Five9 | 8.3% |
| Other | 64.9% |
| Product | Mindshare (%) |
|---|---|
| Oracle Fusion Service | 1.0% |
| Microsoft Dynamics CRM | 2.6% |
| Salesforce Sales Cloud | 2.1% |
| Other | 94.3% |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 7 |
| Large Enterprise | 7 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 7 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 6 |
| Large Enterprise | 22 |
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:
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:
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.
