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Five9 vs. Genesys Cloud CX

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Five9

114 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Five9

    Score8.4 out of 10
    		N/AFive9 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.

    $119

    per month

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys 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 (billed annually) per user

    Pricing
    Five9Genesys Cloud CX
    Editions & Modules
    Core
    $119
    per month
    Digital
    $119
    per month
    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
    Verified User
    Chose Five9
    With Avaya Call Center Elite - Muti Channel is was competitor to Five9 which tried to push their on-prem omni channel approach. The reason it coudl not compete against Five9 was because it was not cloud based, was not flexible and added addional channels as an add on the CC …
    Incentivized
    Verified User
    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 …
    Incentivized
    Verified User
    Chose Five9
    We recommend Five9, with 2 major reasons: Its flexibility on contract terms and base contacts are less restrictive.
    Incentivized
    Genesys
    Verified User
    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 …
    Incentivized
    Verified User
    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 …
    Incentivized
    Verified User
    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 …
    Incentivized
    Alex Cyrus
    Software Engineer in Information Technology at Eve Tech Enterprises (Computer Software, 51-200 employees)
    Chose Genesys Cloud CX
    Genesys Cloud calls are better as compared to those Hard Phones of Cisco System.
    Incentivized
    Michael Haddad
    Senior Solution Manager in Customer Service at Carestream Dental (Electrical/Electronic Manufacturing, 1001-5000 employees)
    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.
    Incentivized
    Henry Svendblad
    Chief Technology Officer in Information Technology at Company Nurse LLC (Hospital & Health Care, 51-200 employees)
    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 …
    Incentivized
    Ryan Witschger
    Senior Cybersecurity Engineer in Information Technology at Belcan (Information Technology & Services, 5001-10,000 employees)
    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.
    Incentivized
    Verified User
    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. …
    Incentivized
    Huzaifa Mukri
    Senior Contact Center Manager in Customer Service at Home Water (Retail, 51-200 employees)
    Chose Genesys Cloud CX
    Based on features and capabilities, Genesys Cloud was the most cost effective
    Incentivized
    Mike McGowan
    Customer Care Manager in Customer Service at Acclivity LLC (Computer Software, 51-200 employees)
    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.
    Incentivized
    Edoardo Messinese
    IT Manager - Sales & Marketing in Information Technology at Leroy Merlin (Retail, 5001-10,000 employees)
    Chose Genesys Cloud CX
    It's a clear solution leader and efficient too
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Five9Genesys Cloud CX
    Contact Center Software
    Comparison of Contact Center Software features of Five9 and Genesys Cloud CX
    Feature
    Five9
    8.0
    14 Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard7.514 Ratings8.6394 Ratings
    Validate callers6.213 Ratings9.0346 Ratings
    Outbound response7.112 Ratings9.0308 Ratings
    Call forwarding8.110 Ratings8.6334 Ratings
    Click-to-call (CTC)9.910 Ratings8.8269 Ratings
    Warm transfer8.012 Ratings9.2381 Ratings
    Predictive dialing10.011 Ratings8.8226 Ratings
    Interactive voice response10.010 Ratings9.0327 Ratings
    REST APIs8.09 Ratings7.8275 Ratings
    Call scripts5.111 Ratings8.0305 Ratings
    Call tracking8.514 Ratings8.8371 Ratings
    Multichannel integration6.513 Ratings8.4300 Ratings
    CRM software integration8.513 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Five9 and Genesys Cloud CX
    Feature
    Five9
    8.6
    23 Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing8.512 Ratings8.5366 Ratings
    Omnichannel inbound routing6.610 Ratings8.9283 Ratings
    Recording9.013 Ratings9.2371 Ratings
    Quality management8.023 Ratings9.0340 Ratings
    Call analytics10.013 Ratings8.9350 Ratings
    Historical reporting8.514 Ratings8.2365 Ratings
    Live reporting8.012 Ratings8.7360 Ratings
    Customer interaction analytics10.011 Ratings9.0265 Ratings
    Customer surveys00 Ratings7.7221 Ratings
    User Ratings
    Five9Genesys Cloud CX
    Likelihood to Recommend
    6.5
    (38 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    10.0
    (1 ratings)
    9.0
    (38 ratings)
    Usability
    9.0
    (1 ratings)
    8.6
    (69 ratings)
    Availability
    9.0
    (1 ratings)
    8.2
    (6 ratings)
    Performance
    8.0
    (1 ratings)
    8.1
    (6 ratings)
    Support Rating
    9.0
    (9 ratings)
    6.2
    (100 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (5 ratings)
    Online Training
    10.0
    (1 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    10.0
    (1 ratings)
    7.0
    (20 ratings)
    Configurability
    9.0
    (1 ratings)
    9.1
    (6 ratings)
    Contract Terms and Pricing Model
    8.0
    (1 ratings)
    7.9
    (15 ratings)
    Ease of integration
    9.0
    (1 ratings)
    8.9
    (8 ratings)
    Product Scalability
    9.0
    (1 ratings)
    9.1
    (7 ratings)
    Professional Services
    9.0
    (1 ratings)
    7.6
    (12 ratings)
    Vendor post-sale
    8.0
    (1 ratings)
    7.3
    (9 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    7.8
    (9 ratings)