Five9 vs Genesys PureConnect [EOL] comparison

Five9 and Genesys are both solutions in the Workforce Engagement Management category. Additionally, 100% of Five9 users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Five9

Read 24 Five9 reviews

2,161 Views
605 Comparison Views

100% willing to recommend

Genesys PureConnect [EOL]

Read 1 Genesys PureConnect [EOL] review

100% willing to recommend

Five9

Genesys PureConnect [EOL]

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Executive Summary

We performed a comparison between Five9 and Genesys PureConnect [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: September 2025).

Buyer's Guide

Workforce Engagement Management

September 2025

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Helped 868,787 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Five9

Average Rating

8.6

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th), Contact Center as a Service (CCaaS) (2nd)

Genesys PureConnect [EOL]

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Pedro Pulido

Workforce Manager at Aprende Institute

Seamless integration with our CRM gives our agents all the information in one place

In my role, the admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful. We have implemented workflows, and the Five9 WorkFlow Automation feature works very well. We're very happy with the tool. Five9 offers a very reliable solution, and that's why we are aiming to implement the new technologies in which AI is involved. We use Five9 with Salesforce, and it works very well. It's seamless. We practically never have problems with that integration. The information comes and goes without a problem. The Salesforce integration helps agents a lot. It's easy to use, so they get familiar with it very quickly. Because of the way it integrates, it's like looking at one platform; it's all on one screen. They can see the call information and the information about the lead. It's very easy to read and very user-friendly. On the side of the workforce that I am on, we are constantly working on improving our costs. We have to understand how long our calls are taking, and we are able to do all that analysis because of how Five9 presents all the information in the dashboard and how quickly we can analyze it. It's very useful to have a practical way to see the information and understand it. Also, making changes is not that hard. For example, maybe we don't want to make that many calls; we want to make fewer. That's easy to do. It's a tool that allows you to make decisions and implement them very quickly.

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."

"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."

"The technical support for Five9 has been exemplary."

"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."

"I'm interested in all the features we're using and the reporting that's needed to get them up and running."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

"The reporting is the most valuable feature in Five9."

"The tool enables easier management."

More Five9 pros

"Can integrate with a lot of gateways in voice."

Cons

"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."

"The reporting could be a bit better."

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

"The knowledge base of their support is not as strong as the IVR build."

"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."

"Five9 has an active-passive high-availability model. I would prefer active-active."

"Integration with third-party solutions can be difficult and has room for improvement."

"The SMS feature could use some improvement as far as the opt-out process goes."

More Five9 cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

"The product's pricing is flexible and reasonable."

"I prefer Five9's licensing model."

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"The cost is not at the lower end of the market, but it's worth it."

"Five9 is expensive, but most companies would find that using it is worth the cost."

"The product is not the most expensive, but it's not cheap."

"Five9 is reasonable."

More Five9 pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

11%

Computer Software Company

10%

Insurance Company

Financial Services Firm

16%

Comms Service Provider

Government

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	6

No data available

Questions from the Community

What do you like most about Five9?

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...

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What needs improvement with Five9?

Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Addi...

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What is your primary use case for Five9?

We deploy Five9 ( /products/five9-reviews ) for our customers who use it as a contact center solution.

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Comparisons

Amazon Connect vs Five9

Compared 29% of the time

Genesys Cloud CX vs Five9

Compared 17% of the time

NICE CXone vs Five9

Compared 9% of the time

Cisco Webex Contact Center vs Five9

Compared 8% of the time

8x8 Contact Center vs Five9

Compared 7% of the time

More Five9 Competitors

Genesys Cloud CX vs Genesys PureConnect [EOL]

Compared 43% of the time

NICE CXone vs Genesys PureConnect [EOL]

Compared 14% of the time

Kamailio SIP Server vs Genesys PureConnect [EOL]

Compared 14% of the time

Cisco Jabber vs Genesys PureConnect [EOL]

Compared 10% of the time

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Product Reports

Buyer's Guide

Five9

September 2025

Download Five9 product report

Buyer's Guide

Workforce Engagement Management

September 2025

Download Genesys PureConnect [EOL] product report

Also Known As

No data available

Interactive Intelligence Customer Interaction Center, CIC

Overview

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Five9

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

Sample Customers

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Workforce Engagement Management

September 2025

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Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: September 2025.

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