Amazon Connect vs Genesys Cloud CX comparison

Amazon Web Services (AWS) and Genesys are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #2 with an average rating of 8.3, while Genesys is ranked #1 with an average rating of 8.7. Amazon Web Services (AWS) holds a 27.8% mindshare in CCP, compared to Genesys’s 26.0% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,167 Views
965 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,377 Views
967 Comparison Views

100% willing to recommend

Amazon Connect

Genesys Cloud CX

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 14, 2024

Genesys Cloud CX and Amazon Connect are leading contact center solutions. Based on user reviews, Genesys Cloud CX excels in user support, while Amazon Connect is highly regarded for its features and overall value.

Features: Genesys Cloud CX users praise its comprehensive set of communication tools and AI-driven capabilities. Amazon Connect is noted for its seamless integration with AWS services and flexibility. Amazon Connect's AWS integration sets it apart from Genesys Cloud CX's broader communication offerings.

Room for Improvement: Users suggest Genesys Cloud CX could enhance its reporting tools. For Amazon Connect, there is feedback on improving documentation and user training. Genesys Cloud CX's primary area for growth is reporting, whereas Amazon Connect needs better documentation and training.

Ease Of Deployment and Customer Service: Genesys Cloud CX is valued for its straightforward deployment and strong customer support. Amazon Connect's deployment is easy due to AWS integration, but users report mixed experiences with customer service. Genesys Cloud CX scores higher on customer service, while Amazon Connect's deployment ease stands out.

Pricing and ROI: Genesys Cloud CX users feel the setup cost is justified by the features and support, offering good ROI. Amazon Connect is seen as cost-effective with solid ROI, especially for AWS users. Genesys Cloud CX is valued for its feature-rich offering and support, while Amazon Connect delivers cost benefits and robust ROI through AWS integration.

To learn more, read our detailed Amazon Connect vs. Genesys Cloud CX Report (Updated: November 2024).

Buyer's Guide

Amazon Connect vs. Genesys Cloud CX

November 2024

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Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

2nd

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Genesys Cloud CX

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (3rd)

Mindshare comparison

As of December 2024, in the Contact Center Platforms category, the mindshare of Amazon Connect is 27.8%, up from 27.8% compared to the previous year. The mindshare of Genesys Cloud CX is 26.0%, down from 29.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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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

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"Amazon Connect is really simple, straightforward, and very flexible."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

More Amazon Connect pros

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"Genesys is brilliant concerning stability."

"Genesys Cloud is an excellent platform."

"The integration of CTI within the IT system is a particularly valuable feature."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"The latest version and updates have been great. It really has everything we need."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

More Genesys Cloud CX pros

Cons

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

"There are issues on features like Lambda integrations and time-out"

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

"Future improvements could include support for email as a channel."

"However, issues that involve other AWS services sometimes delay resolution."

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."

"I would like to see a cold transfer capability instead of only offering a warm transfer."

More Amazon Connect cons

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"AI still needs improvement when it comes to predictive engagement."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

More Genesys Cloud CX cons

Pricing and Cost Advice

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I rate the tool's pricing an eight out of ten."

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"The solution is neither very expensive nor very cheap."

"The licensing is a pay-as-you-go model."

"The tool is cheaper than on-premise contact centers."

More Amazon Connect pricing and cost advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"The pricing is a bit expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

10%

Government

Insurance Company

Educational Organization

22%

Financial Services Firm

12%

Computer Software Company

11%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

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What is your experience regarding pricing and costs for Amazon Connect?

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

What needs improvement with Genesys Cloud?

Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.

See all answers

Comparisons

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Compared 24% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 17% of the time

Cisco Finesse vs Amazon Connect

Compared 5% of the time

Avaya IX Contact Center vs Amazon Connect

Compared 4% of the time

Zendesk Chat vs Amazon Connect

Compared 4% of the time

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Genesys PureConnect vs Genesys Cloud CX

Compared 11% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Amazon Connect

December 2024

Download Amazon Connect product report

Buyer's Guide

Genesys Cloud CX

December 2024

Download Genesys Cloud CX product report

Also Known As

AWS Connect

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Learn More

Amazon Web Services (AWS)

Genesys

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Buyer's Guide

Amazon Connect vs. Genesys Cloud CX

November 2024

Free Report: Amazon Connect vs. Genesys Cloud CX

Find out what your peers are saying about Amazon Connect vs. Genesys Cloud CX and other solutions. Updated: November 2024.

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