Contact Centre Feature Comparison: Genesys, Five9, NICE CXone, Zoom, and 8x8 Contact Centres
- Sam Mathie
- Mar 6
- 2 min read
Updated: Mar 20
Introduction
Choosing the right contact centre solution is crucial for businesses looking to enhance customer experience, improve agent productivity, and leverage AI-driven automation. In this article, we've provided a contact centre feature comparison of five leading cloud-based contact centre providers, Genesys, Five9, NICE CXone, Zoom Contact Centre, and 8x8 Contact Centre.
Vendor Overview
Genesys Cloud CX
Genesys is a leader in AI-driven contact centre solutions, offering omnichannel support, predictive engagement, and workforce engagement management (WEM). It is best suited for large enterprises with complex customer service needs.
Five9
Five9 provides a highly scalable and reliable contact centre platform with strong AI-powered automation, advanced analytics, and seamless CRM integration. It is a great option for businesses with high call volumes and sales-focused contact centres.
NICE CXone
NICE CXone excels in workforce optimisation and AI-driven analytics, making it a top choice for organisations needing predictive analytics, compliance solutions, and customer experience insights.
Zoom Contact Centre
Zoom’s contact centre solution is video-first, designed for industries requiring high-touch customer engagement, such as healthcare and finance. It integrates seamlessly with Zoom’s existing communication tools.
8x8 Contact Centre
8x8 provides a cost-effective cloud-based contact centre with strong omnichannel capabilities, AI-powered routing, and seamless CRM integration, making it ideal for SMBs and mid-sized enterprises.
Feature Comparison Table
Feature | Genesys Cloud CX | Five9 | NICE CXone | Zoom Contact Centre | 8x8 Contact Centre |
Omnichannel Support | Yes | Yes | Yes | Limited | Yes |
AI-Powered Call Routing | Yes | Yes | Yes | Yes | Yes |
Speech Analytics & Sentiment Analysis | Yes | Yes | Yes | No | Yes |
Workforce Management (WFM) | Yes | Yes | Yes | No | Yes |
Quality Management (QM) | Yes | Yes | Yes | No | Yes |
CRM Integration | Salesforce, Microsoft Dynamics, Zendesk, ServiceNow | Salesforce, Oracle, Microsoft Dynamics | Salesforce, Microsoft, Oracle | Zoom, Salesforce | Salesforce, Microsoft, HubSpot |
Predictive Dialling | Yes | Yes | Yes | No | Yes |
Call Recording & Storage | Yes | Yes | Yes | Yes | Yes |
Real-Time Call Analytics | Yes | Yes | Yes | Yes | Yes |
Live Agent Coaching Tools | Yes | Yes | Yes | No | Yes |
Automated Customer Surveys (CSAT) | Yes | Yes | Yes | Yes | Yes |
Social Media Integration | Yes | Yes | Yes | No | Yes |
Email Management | Yes | Yes | Yes | No | Yes |
SMS & Messaging Support | Yes | Yes | Yes | Yes | Yes |
Video Calling Support | Limited | No | No | Yes | Yes |
Self-Service Options | Yes | Yes | Yes | Yes | Yes |
GDPR, PCI, HIPAA Compliance | Yes | Yes | Yes | Yes | Yes |
Best For | Large enterprises, AI-driven automation, omnichannel support | AI-powered customer service, strong outbound calling | Workforce optimization, analytics-driven contact centres | Video-first contact centres, simple deployment | SMBs and mid-sized contact centres |
Conclusion
Each provider offers a unique set of features tailored to different business needs:
Genesys Cloud CX is best for enterprises requiring AI-powered automation and scalability.
Five9 excels in sales-driven and high-call-volume environments.
NICE CXone is ideal for businesses prioritising workforce engagement and predictive analytics.
Zoom Contact Centre is best for organisations focused on video-based customer support.
8x8 Contact Centre is a cost-effective alternative for SMBs looking for omnichannel capabilities and AI automation.
For businesses looking to upgrade their contact centre solutions, the right choice depends on specific requirements such as budget, AI needs, scalability, and customer engagement strategies. Which platform do you think is the best fit for your organization? Let us know in the comments!
Comments