# Compare Five9 vs Genesys Cloud CX 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Five9 and Genesys Cloud CX based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/132405-179417/Five9-vs-Genesys-Cloud --- # Five9 vs Genesys Cloud CX Features and Cost Comparison Last updated March 13th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: Five9Genesys Cloud CX2/4 selected [Five9](https://www.capterra.com/p/132405/Five9/)[4.2 (481)](https://www.capterra.com/p/132405/Five9/reviews/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) [## Five9](https://www.capterra.com/p/132405/Five9/)[4.2 (481)](https://www.capterra.com/p/132405/Five9/reviews/) Starting Price $159.00/month Value-for-Money 4 Functionality 4.1 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [481 reviews](#user-reviews) Positive 397 Neutral 57 Negative 27 [## Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting Price $75.00/month Value-for-Money 4.1 Functionality 4.2 Ease of Use 4.4 Customer Service 4 Reviews Sentiment Based on [262 reviews](#user-reviews) Positive 230 Neutral 22 Negative 10 ## Not a match? 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What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,819 reviews from call center software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 83%Fit Not enough reviews Feature ratings Call Center Management 4.5 Dashboard 5.0 Call Logging 4.3 Call Recording 4.4 Call Tracking 5.0 79%Fit High performer Feature ratings Call Center Management 4.5 Dashboard 3.0 Call Logging 4.5 Call Recording 4.6 Call Tracking 4.7 User satisfaction User satisfaction 4.2 User reviews[481](https://www.capterra.com/p/132405/Five9/reviews/) Ease of use 4.2 Functionality 4.1 Value for money 4.0 Customer support 4.3 User satisfaction 4.3 User reviews[262](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Ease of use 4.4 Functionality 4.2 Value for money 4.1 Customer support 4.0 Price starts from Price starts from $159Other, Per Month - Free version - Free trial Price starts from $75Per User, Per Month - Free version - Free trial Best for Best for Healthcare, financial services, retail, higher education, government, sales and telemarketing, customer services, outsourcing, collections, enterprise, mid-market, and supervisors. Best for Companies of all sizes looking for an easy, all-in-one cloud contact center solution. ## User reviews Pros & cons VP Viviana P. TRAVEL AGENT > "I liked that I was able to keep track of calls and have the ability to multitask between calls like conferencing a..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___7033373) VP Viviana P. TRAVEL AGENT > "I did not like when I use to get alot of Spam Calls through the system." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___7033373) Dionne Joy M. Service Hub Representative > "Five9 provide great service for inbound and outbound communication between customer and client." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___7068648) MG Monika G. Manager > "You lose a lot of business and end up paying employees to wait for them to fix it" [See full review](https://www.capterra.com/p/132405/Five9/#SoftwareAdvice___7002128) AR Amin R. Data Analytics Manager > "It does the job with efficiency and it's customizable from medium sized orgs to big operations and its fast and..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6882568) KW Kellie W. Manager > "Frequent software crashes and login issues" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) KW Kellie W. Manager > "Client Support: Five9's Al-driven routing and real-time analytics help streamline client interaction." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) AP Amitabh P. Technical Support Engineer > "Automatic logout from the machines if you are not there for even 5 minutes." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6585403) Dionne Joy M. Service Hub Representative > "Phone and mobile feature, great security, value for money and sales team." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___7068648) KW Kellie W. Manager > "Inaccurate reporting (sometimes)" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) KW Kellie W. Manager > "Supervisors can monitor and coach each agent in real time, which helps teams' performances." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) MA Marilyn A. Virtual Assistant > "Also, even after months of use, when you try to access it, it says it needs to be downloaded again." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6539653) VR Verified Reviewer DATA ANALYST > "Additionally, it makes it simple to gather client feedback and manage calls without any lags, guaranteeing excellent..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6661295) JC Jeyson C. Dispatcher > "The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4974791) FM Freyxa M. Prequalification analyst > "It was really easy to be able to set up or start using as an employee this soft Word for phone calls, like transfer..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6815938) SB Shahriar B. Call center manager > "Not friendly and too many defects with unusual operations." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6758139) VR Verified Reviewer WFM Manager > "All in one place shop, and its constant AI innovation product offering, apart from their amazing support team" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876707) JR Jennifer R. Billing Dept > "Not good - five 9 is hard to install and once closed for day it was a whole process to open ." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6347271) Andrey S. Software Engineering Director > "I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6144000) BM Bharath M. Clouds Ops engineer > "Laggy in performance." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6604344) KW Kellie W. Manager > "Team Collaboration: Five9 integrates well with Microsoft teams. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) MP Micha P. Technical Support Specialist > "It's annoying as the agent has to inquiry again to the customer over the phone." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4887009) JP Jenelyn P. Customer service representative > "It easy to get an survey or feedback to the customer and also to monitoring the all contacts and posted a notes to the..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6334273) Donny H. IT Manager > "It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4704965) AP Amaury P. IT MAnager > "I like is not as other software that you don't know where to find the buttons, seems really user-friendly." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6813766) HG Helen G. Customer Solutions Manager > "We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4344711) KW Kellie W. Manager > "Many of the users praise the support team's efficiency!" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) CC Charmaine C. Customer service representative > "This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3998761) KW Kellie W. Manager > "Customer Support: Customer support is generally responsive and knowledgeable. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6876771) HG Helen G. Customer Solutions Manager > "Dropped calls and missing call recordings are common issues." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4344711) JP Jenelyn P. Customer service representative > "Its very convenient to taking contacts and manage the all contacts" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6334273) Ilan T. Graphic Designer > "If your internet is going in and out the program does take a while to boot up." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3799763) VR Verified Reviewer Operations Trainer > "I love how you can monitor calls, listen to call recordings & download them." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6013116) Aditya B. Tech support associate > "If there was a little bit of network trouble, the call dropped or there was no voice from the other end." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4450489) AP Amitabh P. Technical Support Engineer > "It is added as a plugin and is easy to use and manage." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6585403) MC Matthew C. Senior Sales Executive > "Sometimes I can’t tell which number the call is coming from" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3822741) Sigmund D. Senior Workforce Analyst > "It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3732063) VR Verified Reviewer Manager > "Report building is overwhelming for those who lack knowledge." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3859689) HG Helen G. Customer Solutions Manager > "The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4344711) Taylor B. Customer Service Associate > "When we first switched to Five9 we had some issues with agents signing in and sometimes being logged out involuntarily" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3254927) Sanchita J. Technical support engineer > "Very reliable software to use." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6464790) HS Hollie S. employee (information specialist for share holders) > "At times it would run slow, and we would run into tech issues with dial up system some times." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2881944) MA Marilyn A. Virtual Assistant > "So I like how simple the platform is overall." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6539653) KA Kimberly A. Independent contractor > "even if I was receiving calls regularly the page would keep timing out and expiring." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3037589) VR Verified Reviewer Operations Trainer > "The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6013116) JC Jon C. CEO > "The tech even had issues trying to set the filters for a report to run. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2886887) VR Verified Reviewer Data analyst > "The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4207234) KMD Krystel Mae D. CSR > "I was kicked out multiple times and had to reset and make a new password many times before." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3400123) MP Micha P. Technical Support Specialist > "Reliable software for remote technical support work. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4887009) IO Idrissa O. Manager > "The reports are often not very easy and easy to understand" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4404055) HG Helen G. Customer Solutions Manager > "With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4344711) NT Nikki T. Customer service rep > "It does not always pull up information or give correct customer information." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3026171) IJ Ikiera J. CEO > "Overall I really love using Five9, it's effective for the most part and navigation is pretty easy once you get used to..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3551245) VR Verified Reviewer Owner > "currently now they wont even answer us to try and resolve the integration issue." [See full review](https://www.capterra.com/p/132405/Five9/#GetApp___3241243) CdK Cédric K. Marketing and communication > "It has excellent creative features for your business and is customizable to meet your specific business needs." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4391348) Michael L. Senior Recruiter > "There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2668520) TR Thea R. Customer Service Representative > "There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4175475) LW Lynn W. Technical Support Specialist > "Five9's network being shoddy at best, they take forever to put you on the redundant network to get you back up and..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) OF Osman F. Manager > "How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3708264) Michael L. Senior Recruiter > "There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2668520) TB Tarell B. Customer Service Rep > "What I like most is that integration to speak to customer and third party seller on a given interaction." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3589156) LW Lynn W. Technical Support Specialist > "Our company is losing their mind with this software and already on the hunt for new call center software to replace. ..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) CC Charmaine C. Customer service representative > "The seamless connection between clients and the representatives off site (both in office and from home)" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3998761) Max S. Contact Center Enigeer > "The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2689104) AD Alioune D. CEO > "You can make international incoming and outgoing calls without any problem." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4415402) JL Johnny L. Customer Service Representative > "setting is to complicated to understand." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3410910) VR Verified Reviewer Owner > "how efficient it is and that it can call multiple numbers at once and have the ability to have a pop up screen on your..." [See full review](https://www.capterra.com/p/132405/Five9/#GetApp___3241243) SG Selena G. Call Center Agent > "Installing it was a multi step process. And I could see how this could go wrong for some doing this at home with no..." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2668551) MC Makayla C. Veterinary Assistant > "It is very easy to use in comparison to other similar products." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___6041522) LW Lynn W. Technical Support Specialist > "Voice quality has gone down. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) Ilan T. Graphic Designer > "Actual program updates were also rare, it was fairly statuc and generally reliable." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3799763) LW Lynn W. Technical Support Specialist > "Seems like every issue has to be escalated to the engineers. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) VR Verified Reviewer Report Analyst > "Pretty good with ups and downs, it's just a good product to start your small contact center." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3822337) LW Lynn W. Technical Support Specialist > "The tech support from them is meh at best, tough to work with and not very knowledgeable. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) IO Idrissa O. Manager > "the web interface is much better than the java version." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___4404055) LW Lynn W. Technical Support Specialist > "Customer service is a bit of a joke." [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) VR Verified Reviewer Business Advisor > "I liked having all the information avaliable to you right there for each client" [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___3735094) LW Lynn W. Technical Support Specialist > "Now for the last four months we have been plagued with issues. " [See full review](https://www.capterra.com/p/132405/Five9/#Capterra___2238136) [View Reviews](https://www.capterra.com/p/132405/Five9/reviews/) SM Sherry M. Executive Manager > "There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email,..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) SM Sherry M. Executive Manager > "The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) KW Kris W. Project Manager > "The alignment of multiple communication channels makes managing our call center staff and monitoring customer..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6451500) VR Verified Reviewer Associate technical support engineer > "The call assignment is random and not as per first come first serve while on queue, navigation is very..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6716002) Jordan M. HR Generalist > "Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well,..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) VR Verified Reviewer Associate Leadership Team > "Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6858437) RW Ryan W. Business analyst > "The AI-driven predictions and automation features are especially useful for managing staffing and schedules..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747) Glen T. System Support Lead > "Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6427682) Jordan M. HR Generalist > "Simple to use deskless calling service with the ability to forward calls and review voicemails." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) JF Jon F. Manager > "Difficult to integrate on to your site, documentation was lacking for us" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6598011) SW Sharon W. Case Manager > "It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609) SW Sharon W. Case Manager > "Menu to change options is a bit antiquated and time consuming." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609) Jordan M. HR Generalist > "The caller ID, volume options, and interface is well done." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) LF Liam F. Operations Manager > "Lacks sophisticated outbound dialling." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556404) MHS Mohammed Hareez S. Customer Success representative > "we use Genesys cloud to interact with customers via calls and emails and its so far the best" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6691179) Lizandro H. Sales Development Specialist > "The call quality and the recording of the calls were sometimes not heard." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6022052) LB LaSheena B. Solution Analyst > "I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6774566) NN Nick N. Workforce Management > "Not user friendly." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6536495) SKT Song Kean T. NOC and SOC Manager > "Features rich tool to enable smooth customer service operation, inbound call recording and phone queues..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6256658) KS Kyle S. Team leader > "times out and difficult to initially use" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6462048) DL Daniela L. Sales manager > "In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6463546) Abel A. Agent > "all I can fault about this software is its high cost for small businesses" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5059915) SM Sherry M. Executive Manager > "Overall using Genesys Cloud CX is very efficient, although not easy to learn. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) NT Nicholas T. UC Engineer / Developer > "The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4696997) Saskia M. Senior Director Sales Marketing > "In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5011669) KM Kyle M. Workforce Management Operations Scheduler > "The scheduling portion that is supposed to make this web based call functionality, reporting and adherence..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3355456) CC Cody C. CSR > "Great for managing contact center." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535) JJ Jonathan J. Manager Reporting & WFM > "The Salesforce External Routing feature isn't well documented or understood" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4547969) RW Ryan W. Business analyst > "The AI-driven forecasting is generally accurate, helping us keep staffing balanced." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747) TH Taja H. Fan Service agent > "Sometimes calls do not come through" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4349272) LR Lyn R. Enrollment Growth Rep > "I like that you can pop out a little window to make it easier to use it while using other apps." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6758801) EAM Edgar Alan M. Systems Leader > "We have problems with the integration with our SAP, because the version wasn't compatible with the solution." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2945547) HD Harinder D. Insurance Advisor > "It focuses on delivering exceptional customer service to all the clients." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6779762) Marek K. Sr. CX Consultant > "Relatively slow delivery of solutions to main painpoints reported by business via idea portal." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3195463) AT Alejandra T. BU Regional Sales Manager > "The payback, once implemented, as a multi-channel tool is awesome." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6664004) DK Darya K. Escalation Manager > "The system does not remember the user and periodically you need to enter your login and password again." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3361002) CC Cody C. CSR > "Very professional company, great software, and overall amazing reporting on stats." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535) YY Ye Y. Technical Specialist > "Dashboard is missing the flexibility for shorting agent status." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2988882) OR Oliver R. Owner > "Simple to use and offers first-class connectivity." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6829271) JL Jose L. manager coordinator > "professionals service werent that good sometimes" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4076419) SB Sabrina B. Systems Developer > "Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6247808) AP Amanda P. Manager, Business Technology Solutions > "Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2843493) AC Andreea C. CX Manager > "More indicators available (than previous solution we were using)." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6589729) VR Verified Reviewer Freelance Writer > "The sound quality of calls can be questionable in seasons." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2731026) BV Brenda V. Broker Coordinator > "The latest version and updates have been great." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6813878) YP Yashodha P. Senior Service Engineer > "PureCloud application crashes sometimes" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2167741) [View Reviews](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) ## User interface [Five9](https://www.capterra.com/p/132405/Five9/) 4.22 (481) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) 4.34 (262) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Activity Tracking 207 Important AI Copilot 150 Important AI Summarization 120 Important Five9 38/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/132405/Five9/#features) Genesys Cloud CX Top features 44/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features) ### Recognition Five9 is recognized as a top-rated tool in 4 Capterra Shortlist reports Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports ### Deployment & support Five9 Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Genesys Cloud CX Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Five9 - By Five9 - Located in United States - Founded in 2001 Genesys Cloud CX - By Genesys - Located in United States - Founded in 1990 ## Popular Comparisons [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [Ringover](https://www.capterra.com/p/169627/RingOver/)[4.70 (868)](https://www.capterra.com/p/169627/RingOver/reviews/) $159/month Price $29/month 4.1 Features 4.6 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132405-169627/Five9-vs-RingOver) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Ringover](https://www.capterra.com/p/169627/RingOver/)[4.70 (868)](https://www.capterra.com/p/169627/RingOver/reviews/) $75/month Price $29/month 4.2 Features 4.6 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/169627-179417/RingOver-vs-Genesys-Cloud) [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [Convoso](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/)[4.51 (387)](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/reviews/) $159/month Price $90/month 4.1 Features 4.5 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/76768-132405/Cloud-Predictive-Dialer-vs-Five9) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Convoso](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/)[4.51 (387)](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/reviews/) $75/month Price $90/month 4.2 Features 4.5 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/76768-179417/Cloud-Predictive-Dialer-vs-Genesys-Cloud) [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.82 (321)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) $159/month Price $25/month 4.1 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/29589-132405/CallCenterNOW-vs-Five9) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.82 (321)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) $75/month Price $25/month 4.2 Features 4.7 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/29589-179417/CallCenterNOW-vs-Genesys-Cloud) [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $159/month Price $15/month 4.1 Features 4.6 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132405/LiveAgent-vs-Five9) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $75/month Price $15/month 4.2 Features 4.6 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-179417/LiveAgent-vs-Genesys-Cloud) [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $159/month Price $39/month 4.1 Features 4.4 4.2 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132405-164283/Five9-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $75/month Price $39/month 4.2 Features 4.4 4.4 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-179417/Zendesk-vs-Genesys-Cloud) [Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/) vs [Readymode](https://www.capterra.com/p/136728/Readymode/)[4.63 (142)](https://www.capterra.com/p/136728/Readymode/reviews/) $159/month Price $199/month 4.1 Features 4.6 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/132405-136728/Five9-vs-Readymode) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Readymode](https://www.capterra.com/p/136728/Readymode/)[4.63 (142)](https://www.capterra.com/p/136728/Readymode/reviews/) $75/month Price $199/month 4.2 Features 4.6 4.4 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/136728-179417/Readymode-vs-Genesys-Cloud)