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- Five9 Intelligent Cloud Contact Center Platform-vs-Genesys Cloud CX
Compare Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX 
At a Glance
Market Segments
Mid-Market (57.1% of reviews)
Mid-Market (46.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(528)4.1 out of 5
Market Segments
Mid-Market (57.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformGenesys Cloud CX
Star Rating
(1,432)4.4 out of 5
Market Segments
Mid-Market (46.0% 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's Preview Dialing feature scores a solid 9.0, which is higher than Genesys Cloud CX's 8.9, indicating that Five9 offers a more effective solution for agents who prefer to review customer information before making calls. Reviewers mention that this feature enhances agent productivity significantly.
- Reviewers mention that Genesys Cloud CX excels in Call Routing with a score of 9.1 compared to Five9's 8.7. Users appreciate the intelligent routing capabilities that ensure calls are directed to the most suitable agents, improving customer satisfaction and reducing wait times.
- Users on G2 highlight that Five9's Reporting & Dashboards feature scores 8.4, outperforming Genesys Cloud CX's 7.5. Reviewers say that Five9 provides more customizable reporting options, allowing businesses to tailor their analytics to specific needs, which is crucial for performance tracking.
- G2 users report that Genesys Cloud CX shines in Omnichannel capabilities with a score of 8.7, while Five9 scores 7.9. Reviewers mention that Genesys offers a more seamless experience across various communication channels, which is essential for modern customer service strategies.
- Users say that Five9's Call Recording feature is rated equally at 9.0 with Genesys Cloud CX, but reviewers mention that Five9's interface for accessing and managing recordings is more user-friendly, making it easier for agents to review calls for training and quality assurance.
- Reviewers mention that Genesys Cloud CX has a superior AI Text-to-Speech feature with a score of 8.3 compared to Five9's 4.8. Users report that the quality of voice output in Genesys is more natural and engaging, which is vital for automated customer interactions.
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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
439
8.6
1,014
Ease of Use
8.4
447
8.9
1,022
Ease of Setup
8.0
307
8.3
589
Ease of Admin
8.1
269
8.4
573
Quality of Support
8.2
421
8.2
972
Has the product been a good partner in doing business?
8.6
268
8.5
567
Product Direction (% positive)
7.3
435
8.7
916
Features by Category
Messenger
Not enough data
8.9
22
Not enough data
9.3
25
Not enough data
9.3
24
Not enough data
8.7
24
Channels
Not enough data
9.1
23
Not enough data
9.3
22
Not enough data
9.4
21
Not enough data
9.1
20
Not enough data
9.2
19
Customers
Not enough data
9.0
26
Not enough data
8.8
23
Not enough data
9.1
24
Not enough data
8.9
22
Not enough data
9.2
23
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
9.0
135
|
Verified
8.9
137
8.9
129
|
Verified
8.9
121
8.7
129
|
Verified
8.8
119
Agent Tools
8.8
103
|
Verified
8.8
124
9.0
113
|
Verified
8.6
117
8.8
126
|
Verified
8.6
130
9.0
136
|
Verified
9.2
154
Automation
8.5
119
|
Verified
8.6
114
8.8
104
|
Verified
8.7
96
8.9
116
|
Verified
9.2
139
8.6
111
|
Verified
8.7
101
8.7
119
|
Verified
8.9
133
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
8.7
45
8.7
149
8.6
44
8.6
140
8.6
46
7.7
151
Engagement
8.6
44
8.5
130
8.5
49
8.2
150
8.5
45
8.2
138
Performance
8.9
47
8.6
145
9.1
46
8.9
143
Generative AI
7.6
7
7.2
27
7.4
7
7.4
27
Channels
9.0
189
|
Verified
9.1
331
|
Verified
7.8
141
|
Verified
8.2
191
8.0
135
|
Verified
8.5
224
|
Verified
7.5
132
|
Verified
8.3
192
|
Verified
7.8
141
|
Verified
8.3
224
|
Verified
Generative AI
6.8
30
7.9
60
Functions
8.8
222
|
Verified
8.8
382
|
Verified
8.9
225
|
Verified
8.8
391
|
Verified
8.7
199
|
Verified
8.7
328
|
Verified
8.2
135
|
Verified
8.3
223
|
Verified
8.8
162
|
Verified
8.5
234
|
Verified
8.9
182
|
Verified
9.1
304
|
Verified
8.9
180
|
Verified
8.8
291
|
Verified
8.7
162
|
Verified
8.6
232
Agentic AI - Contact Center
7.5
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
Administrative
8.3
204
|
Verified
8.3
345
|
Verified
8.8
216
|
Verified
8.8
385
|
Verified
8.4
228
|
Verified
7.5
419
|
Verified
8.7
172
|
Verified
8.8
275
|
Verified
8.6
145
|
Verified
8.4
247
Compliance
8.9
54
Not enough data
8.9
57
Not enough data
8.5
52
Not enough data
Management
8.6
51
Not enough data
8.5
54
Not enough data
8.6
55
Not enough data
8.5
55
Not enough data
Integration
8.8
56
Not enough data
8.4
55
Not enough data
8.4
52
Not enough data
ServiceNow Apps
9.0
7
Not enough data
9.8
7
Not enough data
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
9.2
31
Not enough data
9.4
33
Not enough data
8.7
30
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
32
Not enough data
9.3
32
Not enough data
9.1
30
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
8.6
53
Not enough data
8.8
52
Not enough data
9.1
54
Not enough data
8.4
55
Not enough data
8.2
50
Platform
Not enough data
8.9
51
Not enough data
8.9
54
Not enough data
8.9
51
Not enough data
8.5
54
Not enough data
8.1
48
Not enough data
8.8
56
Not enough data
8.7
52
Generative AI
Not enough data
8.4
25
Not enough data
8.5
25
Workforce Management
8.4
44
|
Verified
8.7
165
8.6
46
|
Verified
8.6
155
8.3
45
|
Verified
8.5
146
8.1
44
|
Verified
8.2
144
6.6
41
7.9
112
Administration
8.0
44
|
Verified
8.0
137
8.1
48
|
Verified
8.5
156
8.2
48
|
Verified
8.4
163
8.3
42
|
Verified
7.9
137
8.4
40
|
Verified
8.4
146
Administration
Not enough data
9.2
24
Not enough data
8.9
23
Not enough data
9.2
22
Security
Not enough data
9.3
23
Not enough data
9.5
22
Messaging Channels
Not enough data
9.1
27
Not enough data
9.2
28
Not enough data
9.2
30
Not enough data
9.0
29
Administration
Not enough data
9.0
31
Not enough data
9.0
29
Not enough data
8.7
29
Not enough data
9.0
32
Platform
7.9
85
8.7
140
6.9
80
7.9
125
8.4
89
8.8
159
8.7
92
9.2
161
8.7
92
8.8
156
8.5
89
9.2
154
8.9
92
9.1
156
Generative AI
6.6
21
7.8
55
Workforce Management
9.0
87
8.9
147
8.9
86
8.8
143
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
89
9.0
153
8.8
92
8.2
154
Customer Support
8.2
22
9.0
32
8.3
22
8.9
33
8.0
22
8.5
31
Automation
7.4
21
8.7
30
8.3
21
8.5
34
7.8
20
9.1
32
Artificial Intelligence
7.8
20
9.0
32
7.8
20
8.8
32
7.5
20
9.1
30
Generative AI
5.5
10
7.9
22
6.7
11
7.7
22
5.7
10
8.3
22
Communication
8.9
48
8.6
164
|
Verified
8.9
49
8.4
167
|
Verified
8.4
43
8.3
123
8.8
45
8.5
135
8.4
36
8.3
90
Internal Use
8.3
44
8.4
165
|
Verified
8.2
39
8.6
159
|
Verified
8.1
38
8.4
120
|
Verified
8.5
41
8.4
136
|
Verified
8.2
42
8.2
129
|
Verified
8.6
43
8.4
129
|
Verified
Generative AI
Not enough data
7.7(won by default)
8
Not enough data
8.1(won by default)
8
Process
Not enough data
8.8(won by default)
24
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Channels
Not enough data
9.4(won by default)
26
Not enough data
9.3(won by default)
28
Not enough data
9.1(won by default)
28
Not enough data
9.7(won by default)
30
Not enough data
9.4(won by default)
27
Insight
Not enough data
9.6(won by default)
26
Not enough data
9.1(won by default)
30
Not enough data
9.1(won by default)
28
Not enough data
9.5(won by default)
25
Generative AI
6.3
5
7.2
22
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
Not enough data
9.6
55
Not enough data
7.9
39
Not enough data
8.7
44
Not enough data
8.5
41
Not enough data
8.7
47
Not enough data
8.6
47
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.4
46
Not enough data
8.2
40
Not enough data
8.2
41
Advanced Features
Not enough data
8.8
53
Not enough data
8.7
47
Not enough data
9.2
53
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
Not enough data
9.4
49
Not enough data
8.5
43
Not enough data
8.9
48
Not enough data
8.8
48
Not enough data
Not enough data
Contacts
Not enough data
8.6
47
Not enough data
8.5
45
Not enough data
8.3
43
Insights
Not enough data
8.4
44
Not enough data
8.8
46
Not enough data
8.6
47
Not enough data
8.1
42
Not enough data
8.0
41
Not enough data
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.6
7
Not enough data
7.1
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.5
6
Not enough data
7.9
7
Not enough data
7.6
7
Not enough data
7.9
7
Automation
Not enough data
9.4
8
Not enough data
8.3
8
Not enough data
6.4
7
Autonomy
Not enough data
7.2
9
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
7.1
7
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
8.7
49
Not enough data
8.2
46
Not enough data
8.4
42
Not enough data
8.9
48
Not enough data
8.7
47
Not enough data
6.8
39
Not enough data
8.4
44
Not enough data
7.7
47
Not enough data
Workforce Management Platform Features
8.4
37
Not enough data
8.7
40
Not enough data
8.4
42
Not enough data
8.2
39
Not enough data
8.5
40
Not enough data
8.2
36
Not enough data
8.2
38
Not enough data
8.3
38
Not enough data
7.2
36
Not enough data
8.3
39
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 AI Voice Assistants, AI Customer Support Agents, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, VoIP Providers, Proactive Notification, and AI Agents For Business Operations
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
8.4%
Financial Services
7.8%
Insurance
7.2%
Information Technology and Services
6.4%
Telecommunications
5.3%
Other
64.8%
Information Technology and Services
11.1%
Financial Services
10.3%
Telecommunications
5.5%
Consumer Services
4.9%
Accounting
4.7%
Other
63.4%
Most Helpful Reviews
Five9 Intelligent Cloud Contact Center Platform
Most Helpful Favorable Review
Anthony T.
Verified User in Public Relations and Communications
I like the fact that this application is a cloud based feature that incorporates your computer and phone as one unit. I like the different features with the agents being able to log on/off and access any other adherence state used during a agents 8hr...
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
Jeremy O.
Verified User in Insurance
Reliability and call audio quality have been major challenges.
Anthony T.
Verified User in Public Relations and Communications
I like the fact that this application is a cloud based feature that incorporates your computer and phone as one unit. I like the different features with the agents being able to log on/off and access any other adherence state used during a agents 8hr...
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...
Jeremy O.
Verified User in Insurance
Reliability and call audio quality have been major challenges.
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