Compare Genesys Inbound Voice and Five9 - May 2022

Shlomi Lavi

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Bottom Line: Which is Better - Genesys Inbound Voice or Five9?

Five9 is more expensive to implement (TCO) than Genesys Inbound Voice, and Five9 is rated higher (88/100) than Genesys Inbound Voice (77/100). Five9 offers users more features (15) than Genesys Inbound Voice (3). There is a clear winner in this case and it is Five9!

Looking for the right Call Center solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Genesys Telecommunications Laboratories Vs. Five9

Genesys Telecommunications Laboratories: Social media and mobility are radically changing how we live and communicate. The way consumers experience your brand is changing as well. Yesterday’s customer service solutions won’t meet the demands of today’s digital consumers, who increasingly control the conversation. The customer experience you deliver has never been more strategic to your b...

Five9: Five9 offers an IVR with Speech Recognition that delivers robust speech application technology with the same easy-to-use graphical user interface for development that is provided in the Inbound Call Center. To optimize your staffing costs and improve agent productivity, Five9 provides an integrated Workforce Management solution.

Who is more expensive? Genesys Inbound Voice or Five9 Virtual Call Center?

The real total cost of ownership (TCO) of Call Center software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Genesys Inbound Voice and Five9 Virtual Call Center.

Genesys Inbound Voice price starts at $0.02 per minute , On a scale between 1 to 10 Genesys Inbound Voice is rated 6, which is similar to the average cost of Call Center software. Five9 Virtual Call Center price starts at $149 per month , When comparing Five9 Virtual Call Center to its competitors, the software is rated 6 - similar to the average Call Center software cost.

Bottom line: Genesys Inbound Voice cost is around the same cost of Five9 Virtual Call Center.

Which software includes more/better features?

We've compared Genesys Inbound Voice Vs. Five9 based on some of the most important and required Call Center features.

Genesys Inbound Voice: Data Import/Export, Basic Reports, Online Customer Support.

Five9 Virtual Call Center: ACD (Automatic Call Distribution), ANI (Automatic Number Identification), Auto Dialer, Blended Call Center, Call Conferencing.

Target customer size

Genesys Inbound Voice's typical customers include: Small businesses and start ups, Five9 is ideal for small to large businesses that handle customer service (particularly outsourcers or BPOs), sales and marketing, finance and collections.