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. Genesys Cloud was designed in a way which takes into account its users' needs, offering users the ability to customize their experiences. The Genesys Cloud platform is extremely flexible. The platform dashboards can be customized to provide whatever information you require and can be arranged in whatever manner you feel is most effective. Genesys is constantly updating this platform with new features and functions. This allows you to refine and adapt the platform to conform to whatever particular need you have at the time. Furthermore, you can create custom logic rules to control the flow and analysis of data within the system.
Genesys Cloud also offers built-in integration with other platforms. These provide users with the ability to work with some of the more popular customer relationship management programs, saving a lot in terms of time and resources. Many of the programs you might need to use can be easily connected to your system without any extra work.
Genesys Cloud is easy to scale up according to your organization's needs. There are no set limits as to how many users you can have on the platform at the same time. In addition, no major changes have to be made to the hardware supporting the platform in order to accommodate an increase in the number of users.
Amazon Connect allows you to gather relevant data in real time and place it on a dashboard, which can make it easy to track. This enables users to maximize the way that they use the data that is available for analysis. However, Amazon’s integration component lags behind those of its competitors. It cannot connect with social media platforms, which limits the type of data that it can collect.
Conclusion:
While Amazon Connect offers a fairly competent product, we found Genesys Cloud to be a superior product.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
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. Genesys Cloud was designed in a way which takes into account its users' needs, offering users the ability to customize their experiences. The Genesys Cloud platform is extremely flexible. The platform dashboards can be customized to provide whatever information you require and can be arranged in whatever manner you feel is most effective. Genesys is constantly updating this platform with new features and functions. This allows you to refine and adapt the platform to conform to whatever particular need you have at the time. Furthermore, you can create custom logic rules to control the flow and analysis of data within the system.
Genesys Cloud also offers built-in integration with other platforms. These provide users with the ability to work with some of the more popular customer relationship management programs, saving a lot in terms of time and resources. Many of the programs you might need to use can be easily connected to your system without any extra work.
Genesys Cloud is easy to scale up according to your organization's needs. There are no set limits as to how many users you can have on the platform at the same time. In addition, no major changes have to be made to the hardware supporting the platform in order to accommodate an increase in the number of users.
Amazon Connect allows you to gather relevant data in real time and place it on a dashboard, which can make it easy to track. This enables users to maximize the way that they use the data that is available for analysis. However, Amazon’s integration component lags behind those of its competitors. It cannot connect with social media platforms, which limits the type of data that it can collect.
Conclusion:
While Amazon Connect offers a fairly competent product, we found Genesys Cloud to be a superior product.