Compare Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX 
At a Glance
Market Segments
Mid-Market (57.3% of reviews)
Mid-Market (46.2% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(523)4.1 out of 5
Market Segments
Mid-Market (57.3% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformGenesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Five9 excels in its AI capabilities, particularly with its AI Text Generation feature, which received a score of 9.0, while Genesys Cloud CX's AI Text Generation scored lower at 8.3. This suggests that Five9 may offer more advanced AI functionalities for automating customer interactions.
- Reviewers mention that Genesys Cloud CX shines in its Call Routing capabilities, scoring 9.1 compared to Five9's 8.6. This indicates that Genesys Cloud CX may provide a more efficient and effective way to manage incoming calls, enhancing customer experience.
- G2 users highlight that Five9's Reporting & Dashboards feature is rated at 8.3, while Genesys Cloud CX's is lower at 7.4. This suggests that Five9 may offer more robust analytics tools for tracking performance and making data-driven decisions.
- Users on G2 report that Genesys Cloud CX has a superior Mobile Access experience, scoring 7.8 compared to Five9's 7.5. This could be crucial for teams that require flexibility and access to the platform on-the-go.
- Reviewers mention that Five9's Quality Assurance features, particularly Evaluation and Calibration, scored 8.8 and 8.5 respectively, indicating a strong focus on maintaining service quality, while Genesys Cloud CX's scores in these areas are slightly lower, suggesting potential room for improvement.
- Users say that Genesys Cloud CX's integration capabilities are rated highly, with an Integration score of 9.3, compared to Five9's 8.9. This suggests that Genesys Cloud CX may offer a more seamless experience when connecting with other software tools, which is essential for businesses looking to streamline operations.
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Pricing
Entry-Level Pricing
Five9 Intelligent Cloud Contact Center Platform
No pricing availableGenesys Cloud CX
No pricing availableFree Trial
Five9 Intelligent Cloud Contact Center Platform
No trial information availableGenesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.3
431
8.6
985
Ease of Use
8.4
439
8.9
992
Ease of Setup
7.9
300
8.3
564
Ease of Admin
8.0
261
8.4
551
Quality of Support
8.2
413
8.1
942
Has the product been a good partner in doing business?
8.5
260
8.4
547
Product Direction (% positive)
7.3
427
8.7
888
Features by Category
Messenger
Not enough data
8.8
20
Not enough data
9.2
23
Not enough data
9.2
22
Not enough data
8.6
22
Channels
Not enough data
9.0
21
Not enough data
9.3
20
Not enough data
9.3
19
Not enough data
9.1
18
Not enough data
9.1
17
Customers
Not enough data
9.0
24
Not enough data
9.0
21
Not enough data
9.1
22
Not enough data
9.1
20
Not enough data
9.2
21
Dialing Options
9.0
131
|
Verified
8.9
132
8.9
125
|
Verified
8.9
116
8.7
125
|
Verified
8.8
114
Agent Tools
8.8
99
|
Verified
8.8
118
8.9
109
|
Verified
8.6
112
8.8
122
|
Verified
8.6
126
9.0
132
|
Verified
9.1
149
Automation
8.5
114
|
Verified
8.7
110
8.8
100
|
Verified
8.7
92
8.8
112
|
Verified
9.2
134
8.6
107
|
Verified
8.8
95
8.7
115
|
Verified
8.8
128
Quality Assurance
8.7
44
8.7
141
8.6
43
8.6
132
8.7
45
7.7
143
Engagement
8.6
43
8.4
122
8.6
48
8.1
142
8.6
44
8.2
130
Performance
8.8
46
8.5
137
9.0
45
8.9
135
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Channels
8.9
181
|
Verified
9.1
313
|
Verified
7.8
133
|
Verified
8.2
173
8.0
127
|
Verified
8.5
206
|
Verified
7.5
124
|
Verified
8.4
174
|
Verified
7.7
133
|
Verified
8.3
205
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Functions
8.8
214
|
Verified
8.7
364
|
Verified
8.8
217
|
Verified
8.7
373
|
Verified
8.8
191
|
Verified
8.7
310
|
Verified
8.2
126
|
Verified
8.3
204
|
Verified
8.9
154
|
Verified
8.4
215
|
Verified
8.8
174
|
Verified
9.1
286
|
Verified
8.9
172
|
Verified
8.8
273
|
Verified
8.7
154
|
Verified
8.6
214
Administrative
8.3
196
|
Verified
8.3
327
|
Verified
8.8
208
|
Verified
8.7
367
|
Verified
8.3
220
|
Verified
7.5
402
|
Verified
8.7
164
|
Verified
8.8
259
|
Verified
8.6
137
|
Verified
8.4
229
Compliance
8.8
52
Not enough data
8.8
55
Not enough data
8.5
50
Not enough data
Management
8.5
49
Not enough data
8.5
52
Not enough data
8.6
53
Not enough data
8.5
53
Not enough data
Integration
8.7
54
Not enough data
8.4
53
Not enough data
8.4
50
Not enough data
Responses
Not enough data
9.2
30
Not enough data
9.4
32
Not enough data
8.7
29
Automation - AI Agents
Not enough data
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Platform
Not enough data
8.9
31
Not enough data
9.4
31
Not enough data
9.1
29
Autonomy - AI Agents
Not enough data
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.5
45
Not enough data
8.7
44
Not enough data
9.1
46
Not enough data
8.5
47
Not enough data
8.3
42
Platform
Not enough data
8.8
43
Not enough data
8.9
46
Not enough data
9.0
43
Not enough data
8.6
46
Not enough data
8.2
40
Not enough data
8.8
48
Not enough data
8.7
44
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Workforce Management
8.5
41
|
Verified
8.7
157
8.6
43
|
Verified
8.6
147
8.3
42
|
Verified
8.5
138
8.2
41
|
Verified
8.2
135
7.0
38
7.9
103
Administration
8.1
41
|
Verified
8.0
129
8.2
45
|
Verified
8.4
148
8.3
45
|
Verified
8.4
155
8.5
39
|
Verified
7.9
129
8.6
37
|
Verified
8.5
138
Administration
Not enough data
9.3
22
Not enough data
9.0
21
Not enough data
9.3
20
Security
Not enough data
9.4
21
Not enough data
9.6
20
Messaging Channels
Not enough data
9.0
26
Not enough data
9.2
27
Not enough data
9.2
29
Not enough data
9.0
28
Administration
Not enough data
9.0
30
Not enough data
9.0
28
Not enough data
8.7
28
Not enough data
9.0
31
Platform
7.9
80
8.7
126
7.1
75
7.8
111
8.3
84
8.8
145
8.8
87
9.1
147
8.6
87
8.8
142
8.5
84
9.1
140
8.9
87
9.1
141
Generative AI
Feature Not Available
Feature Not Available
Workforce Management
9.0
82
8.9
134
9.0
81
8.8
130
Administrative
9.1
84
9.0
139
8.8
87
8.1
140
Customer Support
8.3
20
9.0
28
8.1
20
8.9
30
7.9
20
8.4
28
Automation
7.5
19
8.8
27
8.2
19
8.5
31
7.8
18
9.0
29
Artificial Intelligence
7.8
18
9.0
29
7.6
18
8.8
29
7.4
18
9.1
27
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Communication
8.9
47
8.6
153
|
Verified
8.9
47
8.4
156
|
Verified
8.4
41
8.4
112
8.8
43
8.4
124
8.4
33
8.5
79
Internal Use
8.4
42
8.5
153
|
Verified
8.2
37
8.6
148
|
Verified
8.4
36
8.4
109
|
Verified
8.5
39
8.3
125
|
Verified
8.4
40
8.2
118
|
Verified
8.8
41
8.4
118
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Process
Not enough data
9.0(won by default)
20
Not enough data
9.0(won by default)
22
Not enough data
9.0(won by default)
20
Channels
Not enough data
9.4(won by default)
22
Not enough data
9.2(won by default)
24
Not enough data
9.0(won by default)
24
Not enough data
9.6(won by default)
26
Not enough data
9.4(won by default)
23
Insight
Not enough data
9.5(won by default)
22
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Not enough data
9.4(won by default)
21
Generative AI
Feature Not Available
Feature Not Available
Basic Communication
Not enough data
9.6
53
Not enough data
7.8
37
Not enough data
8.7
42
Not enough data
8.5
39
Not enough data
8.7
45
Not enough data
8.6
45
Access
Not enough data
8.3
44
Not enough data
8.2
38
Not enough data
8.2
39
Advanced Features
Not enough data
8.8
51
Not enough data
8.7
45
Not enough data
9.2
51
Calling
Not enough data
9.3
40
Not enough data
8.2
34
Not enough data
8.8
39
Not enough data
8.6
39
Contacts
Not enough data
8.4
38
Not enough data
8.3
36
Not enough data
8.6
34
Insights
Not enough data
8.4
35
Not enough data
8.7
37
Not enough data
8.6
38
Not enough data
8.3
33
Not enough data
8.1
32
Extensions
Not enough data
8.8
39
Not enough data
9.2
43
|
Verified
Not enough data
9.0
48
|
Verified
Features
Not enough data
8.8
36
Not enough data
8.2
30
Not enough data
8.4
32
|
Verified
Not enough data
9.1
33
|
Verified
Not enough data
8.8
30
|
Verified
Not enough data
Feature Not Available
Platform
8.7
47
Not enough data
8.1
44
Not enough data
8.3
40
Not enough data
8.8
46
Not enough data
8.6
45
Not enough data
6.7
37
Not enough data
8.4
42
Not enough data
7.6
45
Not enough data
Workforce Management Platform Features
8.5
35
Not enough data
8.7
38
Not enough data
8.5
40
Not enough data
8.2
37
Not enough data
8.6
38
Not enough data
8.3
34
Not enough data
8.2
36
Not enough data
8.3
36
Not enough data
7.2
34
Not enough data
8.4
37
Not enough data
ServiceNow Apps
9.0
7
Not enough data
9.8
7
Not enough data
Categories
Categories
Shared Categories
Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX are categorized as Auto Dialer, Contact Center Workforce, Contact Center, Call Center Infrastructure (CCI), Live Chat, Speech Analytics, Contact Center Quality Assurance, and Customer Service Automation
Unique Categories
Five9 Intelligent Cloud Contact Center Platform is categorized as Call Compliance, Workforce Management, and ServiceNow Store Apps
Genesys Cloud CX is categorized as Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, UCaaS Platforms, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, VoIP, and Proactive Notification
Reviews
Reviewers' Company Size
Five9 Intelligent Cloud Contact Center Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
8.3%
Financial Services
7.8%
Insurance
7.4%
Information Technology and Services
6.6%
Telecommunications
5.2%
Other
64.8%
Information Technology and Services
11.0%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.8%
Accounting
4.8%
Other
63.4%
Most Helpful Reviews
Five9 Intelligent Cloud Contact Center Platform
Most Helpful Favorable Review
Phil H.
Verified User in Marketing and Advertising
The versatility of this package makes it ideal for our ever changing client needs. I like the way it integrates with our CRM as well as receives information from one of our partners systems through Invoca as their system "passes" the call to us. As a...
Most Helpful Critical Review
Casey R.
Verified User in Computer Software
Thats about as far as the the conveniences went. When you set times to call back a client, flag a customer as disinterested, or remove someone from call list altogether, the system flat out never worked. Not one time. Can you imagine how angry customers...
Genesys Cloud CX
Most Helpful Favorable Review
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Most Helpful Critical Review
Verified User in Consumer Services
Live chat functionality is not allowing us to initiate chat back with customer.
Phil H.
Verified User in Marketing and Advertising
The versatility of this package makes it ideal for our ever changing client needs. I like the way it integrates with our CRM as well as receives information from one of our partners systems through Invoca as their system "passes" the call to us. As a...
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Casey R.
Verified User in Computer Software
Thats about as far as the the conveniences went. When you set times to call back a client, flag a customer as disinterested, or remove someone from call list altogether, the system flat out never worked. Not one time. Can you imagine how angry customers...
Verified User in Consumer Services
Live chat functionality is not allowing us to initiate chat back with customer.
Alternatives
Discussions
Does five9 have a mobile app?
2 comments
SA
No it is a software that helps connect to people outside of your countryRead more
Loyal customer call acceleration
1 comment
KG
I'm not certain - we don't use this functionality in our business, but I'm certain that Five9 would collaborate on a solution regardless.Read more
Anyone integrated PureCloud with custom CRM?
5 comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...Read more
Whatbis the best way to review data regarding blended agent stats
2 comments
MG
To obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
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