Five9 Intelligent Virtual Agent vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9 Intelligent Virtual Agent
Score 9.3 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 Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
Five9 Intelligent Virtual AgentGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Five9 Intelligent Virtual AgentGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Five9 Intelligent Virtual AgentGenesys Cloud CX
Considered Both Products
Five9 Intelligent Virtual Agent

No answer on this topic

Genesys Cloud CX
Chose Genesys Cloud CX
Genesys is a leader in the space and is easier to price and understand.
Chose Genesys Cloud CX
Genesys is the top of the breed of platforms I've evaluated. I did not select Genesys Cloud. IT was selected prior to my employment at Magellan Health.
Top Pros
Top Cons
Features
Five9 Intelligent Virtual AgentGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9 Intelligent Virtual Agent
-
Ratings
Genesys Cloud CX
8.2
406 Ratings
2% below category average
Agent dashboard00 Ratings7.9388 Ratings
Validate callers00 Ratings8.0341 Ratings
Outbound response00 Ratings7.8303 Ratings
Call forwarding00 Ratings8.2328 Ratings
Click-to-call (CTC)00 Ratings8.4266 Ratings
Warm transfer00 Ratings8.6375 Ratings
Predictive dialing00 Ratings7.9224 Ratings
Interactive voice response00 Ratings8.4321 Ratings
REST APIs00 Ratings8.1270 Ratings
Call scripts00 Ratings8.2299 Ratings
Call tracking00 Ratings8.4365 Ratings
Multichannel integration00 Ratings8.3295 Ratings
CRM software integration00 Ratings7.8287 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9 Intelligent Virtual Agent
-
Ratings
Genesys Cloud CX
7.9
385 Ratings
4% below category average
Inbound call routing00 Ratings8.4360 Ratings
Omnichannel inbound routing00 Ratings8.2277 Ratings
Recording00 Ratings8.5365 Ratings
Quality management00 Ratings8.1335 Ratings
Call analytics00 Ratings8.0345 Ratings
Historical reporting00 Ratings7.6359 Ratings
Live reporting00 Ratings7.9354 Ratings
Customer surveys00 Ratings6.7217 Ratings
Customer interaction analytics00 Ratings7.8260 Ratings
Best Alternatives
Five9 Intelligent Virtual AgentGenesys Cloud CX
Small Businesses
ZoomInfo Chat
ZoomInfo Chat
Score 9.4 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9 Intelligent Virtual AgentGenesys Cloud CX
Likelihood to Recommend
9.0
(1 ratings)
8.6
(430 ratings)
Likelihood to Renew
-
(0 ratings)
7.3
(37 ratings)
Usability
-
(0 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.2
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
-
(0 ratings)
7.0
(100 ratings)
In-Person Training
-
(0 ratings)
8.4
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
7.9
(20 ratings)
Configurability
-
(0 ratings)
8.8
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.1
(15 ratings)
Ease of integration
-
(0 ratings)
6.5
(8 ratings)
Product Scalability
-
(0 ratings)
8.8
(7 ratings)
Professional Services
-
(0 ratings)
7.7
(12 ratings)
Vendor post-sale
-
(0 ratings)
7.5
(9 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(9 ratings)
User Testimonials
Five9 Intelligent Virtual AgentGenesys Cloud CX
Likelihood to Recommend
Five9
It works great in the pre-qualify area
Read full review
Genesys
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
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Pros
Five9
  • pre qualify processing
  • real time analytics
  • scores calls quality
Read full review
Genesys
  • We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
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Cons
Five9
  • more training would be good
  • documentation and case study materia;
Read full review
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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Likelihood to Renew
Five9
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Five9
No answers on this topic
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
Five9
No answers on this topic
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
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Performance
Five9
No answers on this topic
Genesys
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
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Support Rating
Five9
No answers on this topic
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Five9
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
Five9
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
Five9
No answers on this topic
Genesys
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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Alternatives Considered
Five9
It does an excellent cost-effective job
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Genesys
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
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Contract Terms and Pricing Model
Five9
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Five9
No answers on this topic
Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
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Professional Services
Five9
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
Five9
  • pre qualify process is big
  • real time analytics are great
Read full review
Genesys
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability