Home > Call Center Software > Five9 > Five9 vs Genesys Cloud CX

Five9 vs Genesys Cloud CX

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Our analysts compared Five9 vs Genesys Cloud CX based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Five9 Software Tool
SelectHub Award Winner
Genesys Cloud CX Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

86 Detailed Analysis

User Sentiment

Great User Sentiment (615 Reviews)

Analyst Rating

92 Detailed Analysis

User Sentiment

Great User Sentiment (798 Reviews)
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
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Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs.

Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.

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$100/User, Monthly
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$75/User, Monthly
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Windows
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Chromebook
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Android
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On-Premise
Mobile
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On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
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Email
Phone
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FAQ
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Knowledge Base
24/7 Live Support
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Product Insights

  • Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades. 
  • Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.  
  • Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.  
  • Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.  
  • Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing. 
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  • Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes. 
  • Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards 
  • Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips. 
  • Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities. 
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  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
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  • Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents.. 
  • Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers.. 
  • Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure. 
  • Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy. 
  • Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications. 
  • Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI. 
  • Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes. 
  • Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels. 
  • Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries. 
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Product Ranking

#4

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#19

among all
Call Center Software

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Analyst Rating Summary

86
92
78
87
70
100
98
100
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Dialers
Mobile Capabilities
Platform Capabilities
Voice Intelligence and Analytics
Workforce Management
Call Routing System
Collaboration
Mobile Capabilities
Platform Capabilities
Workforce Management

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Five9
Genesys Cloud CX
+ Add Product + Add Product
Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 78 70 98 100 100 88 100 71 100 87 100 100 88 100 88 85 86 100 0 25 50 75 100
78%
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88%
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88%
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88%
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75%
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71%
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86%
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
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User Sentiment Summary

Great User Sentiment 615 reviews
Great User Sentiment 798 reviews
81%
of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites.

84%
of users recommend this product

Genesys Cloud CX has a 'great' User Satisfaction Rating of 84% when considering 798 user reviews from 4 recognized software review sites.

3.7 (185)
4.3 (460)
4.2 (373)
n/a
n/a
4.1 (107)
4.5 (15)
4.6 (59)
4.0 (42)
3.8 (172)

Awards

SelectHub research analysts have evaluated Five9 and concluded it earns best-in-class honors for Dialers and Workforce Management.

Dialers Award
Workforce Management Award

SelectHub research analysts have evaluated Genesys Cloud CX and concluded it earns best-in-class honors for Call Routing System, Collaboration and Workforce Management.

Call Routing System Award
Collaboration Award
Workforce Management Award

Synopsis of User Ratings and Reviews

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
Customer Support: According to 75% of customers, the solution offers proactive customer service.
User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
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Usability: According to 89% of users who evaluated this aspect, the software is relatively easy to learn and use.
Customer Service: 96% of users who mentioned this were satisfied with the product’s customer service.
Price: The product offers the best features for the price, according to 88% of users.
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Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.
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Feature Performance: According to 45% of users who evaluated this aspect, the software is lacking in some of its advertised features. Specifically, workflow processes can lag when the number of data tables and flow results increase.
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The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

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Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions. Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.

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Screenshots

Top Alternatives in Call Center Software

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Zendesk Talk

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Head-to-Head Comparison

Five9 VS Amazon Connect
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