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 #1 with an average rating of 8.3, while Genesys is ranked #3 with an average rating of 8.6. Amazon Web Services (AWS) holds a 26.3% mindshare in CCP, compared to Genesys’s 22.3% 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

1,142 Views
905 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,205 Views
868 Comparison Views

100% willing to recommend

Amazon Connect

Genesys Cloud CX

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 6, 2025

Genesys Cloud CX and Amazon Connect compete in the cloud contact center solutions category. Despite both offering strong features, Genesys Cloud seems to have an upper hand due to its comprehensive features and high availability.

Features: Genesys Cloud CX offers elastic scaling, a user-friendly interface, and seamless integration with platforms like WhatsApp. It ensures a reliable 99.99% availability and features an intuitive integration with various bots. These make it a preferred choice for contact-centered clients. Amazon Connect provides a simple setup process and integrates effortlessly with AWS services. Its robust AI integration, real-time analytics, and omnichannel support deliver essential tools for varied operational needs.

Room for Improvement: Genesys Cloud CX can enhance process automation and customizability, especially in outbound functionalities and personalization options. Users seek improvements in application customization and reporting. For Amazon Connect, users desire better workforce management and global scalability. The complexity of multiple integrations and the need for enhancements in outbound campaigns and native channel support are key areas for development.

Ease of Deployment and Customer Service: Both utilize public cloud deployments, with Amazon Connect offering additional private and hybrid options. Genesys provides competent technical support, although improvements in response times are noted. Amazon Connect is commended for its excellent customer support, benefitting from robust AWS integration.

Pricing and ROI: Genesys Cloud CX operates on a flexible pay-as-you-go model, managing expenses efficiently despite the perceived high cost. Customers value its extensive features, enjoying positive ROI. Amazon Connect's pricing model, also pay-as-you-go, is cost-effective within the AWS ecosystem, though extensive integration can incur unexpected expenses. Its simplicity and scalability enhance affordability.

To learn more, read our detailed Amazon Connect vs. Genesys Cloud CX Report (Updated: April 2025).

Buyer's Guide

Amazon Connect vs. Genesys Cloud CX

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Genesys Cloud CX

Ranking in Contact Center Platforms

3rd

Ranking in Contact Center as a Service (CCaaS)

3rd

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (5th)

Mindshare comparison

As of April 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 26.3%, down from 27.1% compared to the previous year. The mindshare of Genesys Cloud CX is 22.3%, down from 28.7% 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.

Read full review

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."

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

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

"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."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"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."

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"The solution reduces the overall cost of migration by approximately 50%."

More Amazon Connect pros

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"The stability is really good."

"Genesys Cloud is an excellent platform."

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

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

"The most valuable feature for me is the WFM tool."

"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."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

More Genesys Cloud CX pros

Cons

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

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

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

"We have faced many challenges with the solution's call quality that could be improved."

"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."

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

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

More Amazon Connect cons

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

"Their WFM product is still pretty immature."

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

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

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

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Their WFM product is still pretty immature."

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

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."

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

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

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

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

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

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

More Amazon Connect pricing and cost advice

"The pricing is a bit expensive."

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

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

Government

Insurance Company

Educational Organization

19%

Financial Services Firm

12%

Computer Software Company

11%

Manufacturing Company

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

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 19% of the time

NICE CXone vs Amazon Connect

Compared 7% of the time

Zendesk Chat vs Amazon Connect

Compared 6% of the time

Avaya IX Contact Center vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 8% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Amazon Connect

April 2025

Download Amazon Connect product report

Buyer's Guide

Genesys Cloud CX

March 2025

Download Genesys Cloud CX product report

Also Known As

AWS Connect

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

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.

Amazon Web Services (AWS)

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.

Genesys

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

April 2025

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: April 2025.

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