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Compare Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX 
Featured Products
At a Glance
Market Segments
Mid-Market (56.8% of reviews)
Mid-Market (46.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(584)4.1 out of 5
Market Segments
Mid-Market (56.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformGenesys Cloud CX
Star Rating
(1,492)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Five9 Intelligent Cloud Contact Center Platform excels in call handling and customer communication, with users highlighting its intelligent call routing and CRM integrations that ensure quick connections to the right agents. This has made it a reliable choice for many mid-market businesses.
- Users say Genesys Cloud CX shines in its omnichannel capabilities, seamlessly integrating voice, chat, email, and messaging into a single interface. This feature simplifies workflows for agents, as noted by reviewers who appreciate the elimination of hassle in managing multiple communication channels.
- According to verified reviews, Five9's user-friendly interface is a significant advantage, with many users finding it easy to learn and use daily. This ease of use is complemented by features that enhance quality control, such as convenient transcript access and trend monitoring.
- Reviewers mention that Genesys Cloud CX offers robust analytics and customizable dashboards, which are particularly beneficial for contact center environments. Users find these features useful for tracking performance and making data-driven decisions.
- G2 reviewers highlight that while Five9 has a solid overall satisfaction score, it faces challenges in areas like predictive dialing, where users report lower performance compared to Genesys Cloud CX, which excels in this feature with a higher rating.
- Users express mixed feelings about the support quality of both platforms, with Five9 receiving a score that matches Genesys Cloud CX. However, some users of Genesys Cloud CX appreciate the comprehensive support resources available, which can enhance the overall user experience.
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
8.4
485
8.6
1,037
Ease of Use
8.4
494
8.9
1,070
Ease of Setup
8.0
352
8.4
634
Ease of Admin
8.0
298
8.4
586
Quality of Support
8.3
467
8.2
994
Has the product been a good partner in doing business?
8.6
296
8.5
580
Product Direction (% positive)
7.5
481
8.7
939
Features by Category
Ticket and Case Management
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
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
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
6.9
8
Not enough data
7.9
58
8.4
174
|
Verified
9.2
10
Not enough data
8.3
9
Not enough data
8.3
10
Not enough data
8.5
9
Not enough data
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
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
8.9
145
|
Verified
8.9
143
8.8
139
|
Verified
8.9
127
6.5
8
9.2
6
Agent Tools
8.8
123
|
Verified
8.6
123
8.7
135
|
Verified
8.6
136
8.9
147
|
Verified
9.2
160
Automation
8.3
127
|
Verified
8.6
120
8.8
125
|
Verified
9.2
145
8.4
119
|
Verified
8.7
107
Agentic AI - Auto Dialer
5.6
9
9.2
6
5.9
9
8.6
6
AI Capabilities - Auto Dialer
4.2
6
Not enough data
3.9
6
Not enough data
3.9
6
8.7
5
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
8.5
51
8.7
157
8.4
50
8.6
148
8.4
52
7.7
159
Engagement
8.4
49
8.5
138
8.3
55
8.2
158
8.4
50
8.2
146
Performance
8.7
54
8.5
153
8.9
51
8.9
151
Generative AI
6.1
11
7.1
33
6.4
11
7.5
33
Channels
8.9
224
|
Verified
9.1
343
|
Verified
7.5
171
|
Verified
8.2
203
7.8
167
|
Verified
8.6
235
|
Verified
7.4
162
|
Verified
8.3
202
|
Verified
7.5
171
|
Verified
8.3
234
|
Verified
Generative AI
6.2
58
7.8
68
Functions
8.8
254
|
Verified
8.8
392
|
Verified
8.8
255
|
Verified
8.8
400
|
Verified
8.7
230
|
Verified
8.8
337
|
Verified
8.1
163
|
Verified
8.3
232
|
Verified
8.7
193
|
Verified
8.5
242
|
Verified
8.8
213
|
Verified
9.1
313
|
Verified
8.8
209
|
Verified
8.8
300
|
Verified
8.6
190
|
Verified
8.6
242
Agentic AI - Contact Center
6.2
33
6.7
10
7.3
36
8.0
11
Feature Not Available
7.1
11
6.7
34
6.7
10
Administrative
8.2
229
|
Verified
8.3
354
|
Verified
8.7
247
|
Verified
8.8
395
|
Verified
8.3
261
|
Verified
7.5
430
|
Verified
8.7
201
|
Verified
8.8
285
|
Verified
8.3
172
|
Verified
8.4
256
Compliance
8.8
59
Not enough data
8.8
62
Not enough data
8.5
57
Not enough data
Management
8.6
56
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Integration
8.8
61
Not enough data
8.5
60
Not enough data
8.5
57
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
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Feature Not Available
8.5
8
Feature Not Available
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Autonomy - AI Agents
Feature Not Available
9.0
10
Feature Not Available
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
8.5
50
|
Verified
8.7
171
8.7
52
|
Verified
8.6
161
8.3
51
|
Verified
8.5
152
8.2
50
|
Verified
8.2
150
6.7
47
8.0
118
Administration
8.0
50
|
Verified
8.1
144
8.1
54
|
Verified
8.5
163
8.1
55
|
Verified
8.4
170
8.2
48
|
Verified
7.9
143
8.3
46
|
Verified
8.5
152
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Platform
7.7
92
8.7
146
6.8
87
7.8
131
8.3
96
8.8
165
8.7
100
9.2
167
8.7
98
8.8
162
8.5
96
9.2
160
8.9
100
9.1
162
Generative AI
6.1
29
7.6
60
Workforce Management
8.9
93
8.9
153
8.9
93
8.8
150
Call Center Infrastructure (CCI)
6.4
12
6.9
8
8.3
12
7.3
8
7.1
12
5.8
8
6.3
12
5.6
8
Administrative
9.0
96
9.0
159
8.7
100
8.2
160
Customer Support
8.1
31
9.0
35
8.2
31
8.9
36
7.8
31
8.5
34
Automation
7.7
30
8.7
33
8.4
30
8.6
37
8.1
29
9.0
35
Artificial Intelligence
Feature Not Available
9.0
35
7.8
29
8.8
35
7.5
29
9.0
33
Generative AI
5.2
14
7.8
28
6.6
15
7.6
28
5.4
14
8.2
28
Communication
8.8
56
8.6
172
|
Verified
8.9
57
8.4
175
|
Verified
8.1
50
8.4
130
8.4
52
8.5
142
8.1
43
8.4
97
Internal Use
7.9
58
8.4
174
|
Verified
8.0
46
8.6
167
|
Verified
7.7
45
8.4
128
|
Verified
8.4
48
8.4
144
|
Verified
7.9
49
8.2
137
|
Verified
8.4
50
8.4
137
|
Verified
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Generative AI
5.3
6
7.5
27
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
AI Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk Management & Monitoring
Not enough data
Not enough data
Not enough data
Not enough data
AI Lifecycle Management
Not enough data
Not enough data
Access Control and Security
Not enough data
Not enough data
Collaboration and Communication
Not enough data
Not enough data
Agentic AI - AI Governance Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
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 Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
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
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - Salesforce AppExchange 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
Not enough data
Not enough data
Not enough data
Not enough data
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
6.9
8
6.2
10
7.1
8
6.2
10
Calling
9.0
12
9.4
60
8.2
11
8.6
54
8.8
11
8.8
59
9.0
12
8.8
59
9.0
12
8.7
10
Contacts
8.2
12
8.6
57
8.8
10
8.5
56
8.5
12
8.4
54
Insights
8.2
12
8.5
55
8.6
11
8.9
57
8.8
12
8.5
57
7.8
12
8.1
52
7.8
10
8.1
51
6.9
9
8.1
9
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
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Omnichannel Features
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Automation
Not enough data
8.2
20
Feature Not Available
8.2
19
Feature Not Available
7.5
19
Autonomy
Feature Not Available
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
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
Categories
Categories
Shared Categories
Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX are categorized as Chatbots, AI Voice Assistants, Contact Center, AI Customer Support Agents, Auto Dialer, Contact Center Workforce, Speech Analytics, UCaaS Platforms, Live Chat, Social Customer Service, Proactive Notification, Call Center Infrastructure (CCI), Contact Center Quality Assurance, AI Agents For Business Operations, Outbound Call Tracking, and Customer Service Automation
Unique Categories
Five9 Intelligent Cloud Contact Center Platform is categorized as Conversational Support, Omnichannel Commerce, ServiceNow Store Apps, Help Desk, Call Compliance, Digital Customer Service Platforms, Customer Communications Management, Contact Center Knowledge Base, AI Agent Builders, Salesforce AppExchange Apps, and AI Governance Tools
Genesys Cloud CX is categorized as Genesys AppFoundry Marketplace, Conversational Marketing, VoIP Providers, and Co-Browsing
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
8.9%
Financial Services
8.1%
Insurance
7.2%
Information Technology and Services
6.3%
Telecommunications
5.4%
Other
64.2%
Information Technology and Services
10.9%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
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
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect 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
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
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