Amazon Connect vs Genesys Cloud CX comparison

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Amazon Web Services (AWS) Logo
1,602 views|1,414 comparisons
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2,339 views|1,600 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Amazon Connect and Genesys Cloud CX based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS).
To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: February 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "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."
  • "I rate Genesys Cloud CX's pricing a one out of ten."
  • More Genesys Cloud CX Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
    Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for… more »
    Top Answer:One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs. Currently, users are dependent on Genesys support for detailed analysis and root… more »
    Ranking
    Views
    1,602
    Comparisons
    1,414
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    2,339
    Comparisons
    1,600
    Reviews
    7
    Average Words per Review
    956
    Rating
    9.0
    Comparisons
    Also Known As
    AWS Connect
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    Learn More
    Overview

    Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

    Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

    Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

    Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

    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
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm10%
    Insurance Company7%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Educational Organization18%
    Computer Software Company13%
    Financial Services Firm12%
    Government7%
    Company Size
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise10%
    Large Enterprise67%
    REVIEWERS
    Small Business50%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise27%
    Large Enterprise55%
    Buyer's Guide
    Contact Center as a Service (CCaaS)
    February 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: February 2024.
    763,955 professionals have used our research since 2012.

    Amazon Connect is ranked 4th in Contact Center as a Service (CCaaS) while Genesys Cloud CX is ranked 1st in Contact Center as a Service (CCaaS) with 8 reviews. Amazon Connect is rated 0.0, while Genesys Cloud CX is rated 9.0. On the other hand, the top reviewer of Genesys Cloud CX writes "More efficient and easier to use than on-premise competitors; more affordable because of its pay-as-you-go pricing model ". Amazon Connect is most compared with Cisco Webex Contact Center, Five9, Avaya IX Contact Center, Cisco Finesse and Zendesk Chat, whereas Genesys Cloud CX is most compared with Genesys PureConnect, NICE CXone, Five9, Cisco CCX and Aspect Workforce Optimization.

    See our list of best Contact Center as a Service (CCaaS) vendors and best Contact Center Platforms vendors.

    We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.