Five9 Intelligent Virtual Agent vs. Genesys DX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9 Intelligent Virtual Agent
Score 8.8 out of 10
N/A
Five9 Intelligent Virtual Agent, based on Inference Studio which was developed by Inference Solutions and acquired by Five9 October 2020, is a web based visual tool that enables users to build AI-Powered Intelligent Virtual Agents to help businesses of all sizes automate their customer care workloads.N/A
Genesys DX (discontinued)
Score 10.0 out of 10
N/A
Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.N/A
Pricing
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Top Pros
Top Cons
Best Alternatives
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Small Businesses
ZoomInfo Chat
ZoomInfo Chat
Score 9.0 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Olark
Olark
Score 9.5 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
LiveChat
LiveChat
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Likelihood to Recommend
9.0
(1 ratings)
8.3
(53 ratings)
Usability
-
(0 ratings)
8.2
(20 ratings)
Support Rating
-
(0 ratings)
8.3
(21 ratings)
User Testimonials
Five9 Intelligent Virtual AgentGenesys DX (discontinued)
Likelihood to Recommend
Five9
It works great in the pre-qualify area
Read full review
Discontinued Products
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us
Read full review
Pros
Five9
  • pre qualify processing
  • real time analytics
  • scores calls quality
Read full review
Discontinued Products
  • We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
  • Email integration with Outlook has helped channel emails to agents by skill set.
  • The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
  • I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
Read full review
Cons
Five9
  • more training would be good
  • documentation and case study materia;
Read full review
Discontinued Products
  • Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
  • Native mobile applications to provide added support.
  • Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.
Read full review
Usability
Five9
No answers on this topic
Discontinued Products
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement
Read full review
Support Rating
Five9
No answers on this topic
Discontinued Products
Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
Read full review
Alternatives Considered
Five9
It does an excellent cost-effective job
Read full review
Discontinued Products
I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.
Read full review
Return on Investment
Five9
  • pre qualify process is big
  • real time analytics are great
Read full review
Discontinued Products
  • Considerable saving on ticket deflection so return on investment
  • Saved on extra support engineer recruitment through self service
  • Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
Read full review
ScreenShots