Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 7.9 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.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
Five9Genesys Cloud CX
Editions & Modules
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
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
Five9Genesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricingPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Five9Genesys Cloud CX
Considered Both Products
Five9
Chose Five9
Five9 has a great learning curve, whether you're an admin, agent, or supervisor. Each role can be easily learned and mastered.
Cost was a major factor back when Five9 was the only stable and reliable contact center solution. But now they tend to be overpriced compared to Genesys
Chose Five9
We recommend Five9, with 2 major reasons: Its flexibility on contract terms and base contacts are less restrictive.
Genesys Cloud CX
Chose Genesys Cloud CX
For the last year our outbound sales teams used Genesys Cloud and our inbound customer service team used Five9. In the end, we decided to use Five9 due to better reporting and customer support/account management. Five9 also has more seamless integration with applications. Many …
Chose Genesys Cloud CX
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an …
Chose Genesys Cloud CX
Genesys Cloud has a much better User Interface for our agents when handling incoming calls. The reporting that Five9 offered was much better and robust compared to Genesys Cloud as of this moment. The ability to handle multiple avenues of support, such as chat, phone, and email …
Chose Genesys Cloud CX
Genesys Cloud was the only product architected for the cloud from the ground up. Designed with an API first approach and including a comprehensive set of features. The competitors we evaluated relied on other vendors to round out their service offering. We weren’t interested in …
Chose Genesys Cloud CX
Genesys Cloud calls are better as compared to those Hard Phones of Cisco System.
Chose Genesys Cloud CX
Price was better for Genesys Cloud but after changes to the concurrent user, the price is about the same. Other companies offered more but at a higher price. The company we liked the most is now the same cost as Genesys Cloud.
Chose Genesys Cloud CX
The biggest advantage Genesys Cloud had was the ability to keep our own SIP lines and infrastructure. The Edges allow a tie line to third-party phone systems. The biggest thing I'd like to see Genesys Cloud pursue is FedRAMP certification.
Chose Genesys Cloud CX
Based on features and capabilities, Genesys Cloud was the most cost effective
Chose Genesys Cloud CX
It gives you the ability to be flexible and instantly scale. Along with an interactive dashboard that gives you a consolidated view of customers, agents and interactions. We love the easy to deploy features of the cloud along with the ability to scale and meet peak demands. …
Chose Genesys Cloud CX
Genesys Cloud was more full-featured and offered a lower cost than any of these systems. We switched from inContact most recently because of the continually increasing cost and the apathetic and constantly decreasing levels of support/service.
Top Pros
Top Cons
Features
Five9Genesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.5
14 Ratings
2% above category average
Genesys Cloud CX
8.1
396 Ratings
3% below category average
Agent dashboard8.314 Ratings7.8378 Ratings
Validate callers7.913 Ratings7.9330 Ratings
Outbound response8.312 Ratings7.6294 Ratings
Call forwarding8.910 Ratings8.2319 Ratings
Click-to-call (CTC)9.410 Ratings8.4258 Ratings
Warm transfer8.612 Ratings8.5366 Ratings
Predictive dialing9.811 Ratings7.8218 Ratings
Interactive voice response9.710 Ratings8.3313 Ratings
REST APIs8.69 Ratings8.1263 Ratings
Call scripts6.011 Ratings8.3292 Ratings
Call tracking8.914 Ratings8.4356 Ratings
Multichannel integration7.413 Ratings8.3287 Ratings
CRM software integration8.913 Ratings7.7278 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.6
23 Ratings
4% above category average
Genesys Cloud CX
7.8
376 Ratings
6% below category average
Inbound call routing8.912 Ratings8.4351 Ratings
Omnichannel inbound routing7.710 Ratings8.1269 Ratings
Recording9.013 Ratings8.5356 Ratings
Quality management7.723 Ratings7.9326 Ratings
Call analytics9.613 Ratings7.9337 Ratings
Historical reporting8.414 Ratings7.5350 Ratings
Live reporting8.312 Ratings7.8345 Ratings
Customer interaction analytics9.211 Ratings7.6252 Ratings
Customer surveys00 Ratings6.6209 Ratings
Best Alternatives
Five9Genesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Genesys Cloud CX
Likelihood to Recommend
7.3
(38 ratings)
8.6
(420 ratings)
Likelihood to Renew
10.0
(1 ratings)
7.2
(37 ratings)
Usability
9.0
(1 ratings)
9.0
(69 ratings)
Availability
9.0
(1 ratings)
8.3
(6 ratings)
Performance
8.0
(1 ratings)
8.1
(6 ratings)
Support Rating
9.0
(9 ratings)
7.0
(98 ratings)
In-Person Training
-
(0 ratings)
7.9
(5 ratings)
Online Training
10.0
(1 ratings)
7.9
(11 ratings)
Implementation Rating
10.0
(1 ratings)
8.2
(19 ratings)
Configurability
9.0
(1 ratings)
8.7
(6 ratings)
Contract Terms and Pricing Model
8.0
(1 ratings)
7.6
(13 ratings)
Ease of integration
9.0
(1 ratings)
6.5
(8 ratings)
Product Scalability
9.0
(1 ratings)
8.8
(7 ratings)
Professional Services
9.0
(1 ratings)
7.6
(10 ratings)
Vendor post-sale
8.0
(1 ratings)
8.3
(7 ratings)
Vendor pre-sale
8.0
(1 ratings)
8.3
(7 ratings)
User Testimonials
Five9Genesys Cloud CX
Likelihood to Recommend
Five9
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
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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
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
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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
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
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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
Robust product, great reliability and support.
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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
UI is very user friendly and intuitive. Updates are implemented immediately.
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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
We have had minimal downtime due to system outages since it was implemented.
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Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Performance
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Support Rating
Five9
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
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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
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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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
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Alternatives Considered
Five9
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
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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
We do annual renewals and it's concurrent licensing which is great.
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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
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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Genesys
Genesys Cloud CX is designed to provide organizations with flexible and scalable software which can be deployed across multiple departments and sites as needed. Great approach
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Professional Services
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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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
  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
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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

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

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