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Compare Five9 Intelligent Cloud Contact Center Platform and Genesys Cloud CX 
Featured Products
At a Glance
Market Segments
Mid-Market (56.7% of reviews)
Mid-Market (46.3% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(595)4.1 out of 5
Market Segments
Mid-Market (56.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformGenesys Cloud CX
Star Rating
(1,524)4.4 out of 5
Market Segments
Mid-Market (46.3% 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 its support process, with users appreciating the attention given to customer queries. This focus on customer service can enhance the overall user experience, especially for teams that rely heavily on timely assistance.
- Users say that Genesys Cloud CX stands out for its customization capabilities, allowing organizations to tailor call flows and routing to meet specific needs. This flexibility has been invaluable for users with unique operational requirements, making it a strong choice for businesses with complex workflows.
- According to verified reviews, Five9's IVR creation is praised for its simplicity, enabling users to build and customize IVRs from scratch easily. This feature is particularly beneficial for companies looking to streamline their customer interactions without the burden of managing infrastructure.
- Reviewers mention that Genesys Cloud CX has made significant strides in agent-friendly improvements, particularly with its AI-powered automation. Users appreciate that these enhancements can take actions across systems, improving efficiency and reducing the manual workload for agents.
- G2 reviewers highlight that Five9's integration of AI in customer operations, such as Agent Insights and Agent Assist, is making a notable impact on customer experience. This capability allows for automation of processes that previously required agent intervention, enhancing productivity.
- Users report that while both platforms offer solid performance, Genesys Cloud CX has a slight edge in overall user satisfaction, reflected in its higher star ratings. This suggests that users may find Genesys to be more intuitive and easier to navigate on a day-to-day basis.
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
487
8.6
1,057
Ease of Use
8.4
496
8.9
1,091
Ease of Setup
8.0
354
8.4
650
Ease of Admin
8.0
299
8.4
600
Quality of Support
8.3
468
8.2
1,013
Has the product been a good partner in doing business?
8.6
297
8.5
593
Product Direction (% positive)
7.4
483
8.7
960
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
7
Not enough data
7.9
57
8.4
175
|
Verified
9.1
9
Not enough data
8.5
8
Not enough data
8.1
9
Not enough data
8.3
8
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
144
|
Verified
8.9
144
8.8
138
|
Verified
8.9
128
6.2
7
9.2
6
Agent Tools
8.8
122
|
Verified
8.6
124
8.7
134
|
Verified
8.6
137
8.9
146
|
Verified
9.2
161
Automation
8.3
126
|
Verified
8.6
121
8.8
124
|
Verified
9.2
146
8.4
118
|
Verified
8.7
108
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
8.8
159
8.4
50
8.6
149
8.4
52
7.8
160
Engagement
8.4
49
8.5
139
8.3
55
8.2
159
8.4
50
8.2
148
Performance
8.8
55
8.5
154
8.9
51
8.9
152
Generative AI
6.1
11
7.1
33
6.4
11
7.5
33
Channels
8.9
227
|
Verified
9.1
348
|
Verified
7.5
171
|
Verified
8.2
204
7.8
168
|
Verified
8.6
237
|
Verified
7.4
162
|
Verified
8.3
204
|
Verified
7.5
171
|
Verified
8.3
236
|
Verified
Generative AI
6.2
58
7.8
68
Functions
8.8
255
|
Verified
8.8
393
|
Verified
8.8
255
|
Verified
8.8
401
|
Verified
8.7
230
|
Verified
8.8
339
|
Verified
8.1
163
|
Verified
8.3
233
|
Verified
8.7
193
|
Verified
8.5
243
|
Verified
8.8
215
|
Verified
9.1
314
|
Verified
8.8
209
|
Verified
8.8
302
|
Verified
8.6
190
|
Verified
8.6
244
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
356
|
Verified
8.7
247
|
Verified
8.8
398
|
Verified
8.3
261
|
Verified
7.5
435
|
Verified
8.7
201
|
Verified
8.8
286
|
Verified
8.3
172
|
Verified
8.5
261
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
9.3
36
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
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
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
172
8.7
52
|
Verified
8.6
162
8.3
51
|
Verified
8.5
153
8.2
50
|
Verified
8.2
151
6.7
47
8.0
119
Administration
8.0
50
|
Verified
8.1
145
8.1
54
|
Verified
8.5
164
8.1
55
|
Verified
8.4
172
8.2
48
|
Verified
8.0
144
8.3
46
|
Verified
8.5
153
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
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Platform
7.7
92
8.7
150
6.8
87
7.8
132
8.3
96
8.9
167
8.7
101
9.2
169
8.7
98
8.8
164
8.5
96
9.2
161
8.9
100
9.1
163
Generative AI
6.1
29
7.6
60
Workforce Management
8.9
93
8.9
154
8.9
93
8.8
151
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
160
8.7
100
8.2
163
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
9.1
36
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
175
|
Verified
8.9
57
8.5
178
|
Verified
8.1
50
8.4
132
8.4
52
8.5
145
8.1
43
8.4
98
Internal Use
7.9
57
8.4
175
|
Verified
8.0
46
8.7
168
|
Verified
7.7
45
8.4
129
|
Verified
8.4
48
8.4
146
|
Verified
7.9
49
8.3
140
|
Verified
8.4
50
8.4
138
|
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)
36
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
65
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
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
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
7.0
22
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
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
8.1
23
Automation
Not enough data
8.5
24
Feature Not Available
8.3
20
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 Co-Browsing, Genesys AppFoundry Marketplace, Conversational Marketing, and VoIP Providers
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
8.0%
Insurance
7.1%
Information Technology and Services
6.2%
Telecommunications
5.3%
Other
64.3%
Information Technology and Services
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
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
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
Using states and wait feature in Architect 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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