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At a Glance
Market Segments
Mid-Market (49.1% of reviews)
Mid-Market (46.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(68)4.4 out of 5
Market Segments
Mid-Market (49.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectGenesys Cloud CX
Star Rating
(1,484)4.4 out of 5
Market Segments
Mid-Market (46.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with its AI Text Generation feature, which received a score of 8.2. In contrast, Amazon Connect's AI Text Generation scored lower at 7.3, indicating that Genesys may provide a more robust AI experience for users looking to automate customer interactions.
- Reviewers mention that Amazon Connect shines in its ease of use, scoring 9.3 compared to Genesys Cloud CX's 8.9. This suggests that users may find Amazon Connect more intuitive and user-friendly, making it a better choice for teams that prioritize a smooth onboarding process.
- G2 users highlight the superior reporting and dashboard capabilities of Amazon Connect, which scored 8.9, while Genesys Cloud CX lagged behind at 7.4. This difference indicates that users may have access to more insightful analytics and performance metrics with Amazon Connect, aiding in better decision-making.
- Users on G2 report that Genesys Cloud CX offers a more comprehensive omnichannel experience, scoring 8.6, while Amazon Connect scored slightly higher at 9.1. However, the difference in scores suggests that Genesys may still provide a solid omnichannel solution, particularly for businesses that require diverse communication channels.
- Reviewers mention that Amazon Connect's call routing capabilities are particularly strong, with a score of 9.1, compared to Genesys Cloud CX's 9.1. This indicates that both platforms are competitive in this area, but users may find Amazon Connect's implementation more effective based on user feedback.
- Users say that Genesys Cloud CX has a more flexible customization interface, scoring 8.7, which allows for tailored solutions to meet specific business needs. In contrast, Amazon Connect's customization options may not be as extensive, which could be a deciding factor for businesses looking for a highly adaptable platform.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableGenesys Cloud CX
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
9.1
49
8.6
1,033
Ease of Use
9.2
50
8.9
1,066
Ease of Setup
9.1
22
8.4
630
Ease of Admin
9.2
16
8.4
585
Quality of Support
8.8
39
8.2
990
Has the product been a good partner in doing business?
9.0
15
8.5
579
Product Direction (% positive)
8.4
44
8.7
935
Features by Category
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Automation
Not enough data
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Quality Assurance
Not enough data
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Engagement
Not enough data
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Performance
Not enough data
8.5
153
Not enough data
8.9
151
Generative AI
Not enough data
7.1
33
Not enough data
7.5
33
Channels
9.2
21
|
Verified
9.1
340
|
Verified
8.4
18
8.2
200
9.4
18
|
Verified
8.6
232
|
Verified
Feature Not Available
8.3
200
|
Verified
8.7
19
8.3
232
|
Verified
Generative AI
8.0
5
7.8
67
Functions
9.1
37
|
Verified
8.8
390
|
Verified
9.1
37
|
Verified
8.8
398
|
Verified
8.8
33
|
Verified
8.8
336
|
Verified
8.9
19
|
Verified
8.3
231
|
Verified
9.0
20
8.5
241
|
Verified
8.9
18
9.1
312
|
Verified
9.5
18
|
Verified
8.8
299
|
Verified
8.9
19
|
Verified
8.6
240
Agentic AI - Contact Center
Not enough data
6.3
9
Not enough data
7.8
9
Not enough data
7.0
10
Not enough data
6.3
9
Administrative
8.9
30
8.3
353
|
Verified
9.3
27
|
Verified
8.8
393
|
Verified
8.9
33
|
Verified
7.5
427
|
Verified
9.3
19
8.8
283
|
Verified
9.3
15
8.4
255
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
Not enough data
8.7
170
Not enough data
8.6
160
Not enough data
8.5
151
Not enough data
8.3
149
Not enough data
8.0
117
Administration
Not enough data
8.1
142
Not enough data
8.5
161
Not enough data
8.4
168
Not enough data
7.9
142
Not enough data
8.5
151
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Platform
Not enough data
8.7
145
Not enough data
7.8
130
Not enough data
8.8
164
Not enough data
9.2
166
Not enough data
8.8
161
Not enough data
9.2
159
Not enough data
9.1
161
Generative AI
Not enough data
7.6
59
Workforce Management
Not enough data
8.9
152
Not enough data
8.8
149
Call Center Infrastructure (CCI)
Not enough data
6.7
7
Not enough data
7.1
7
Not enough data
5.2
7
Not enough data
5.2
7
Administrative
Not enough data
9.0
158
Not enough data
8.2
159
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
Not enough data
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Internal Use
Not enough data
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
9.1(won by default)
31
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
33
Not enough data
9.7(won by default)
35
Not enough data
9.1(won by default)
32
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Generative AI
Not enough data
7.4
26
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.3
8
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
63
Not enough data
7.6
45
Not enough data
8.3
51
Not enough data
8.3
46
Not enough data
8.8
52
Not enough data
8.7
53
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.0
53
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.8
59
Not enough data
8.6
52
Not enough data
9.1
60
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
5.9
9
Not enough data
5.9
9
Calling
Not enough data
9.4
59
Not enough data
8.6
53
Not enough data
8.8
58
Not enough data
8.8
58
Not enough data
8.7
9
Contacts
Not enough data
8.7
56
Not enough data
8.5
55
Not enough data
8.4
53
Insights
Not enough data
8.5
54
Not enough data
8.9
56
Not enough data
8.5
56
Not enough data
8.1
51
Not enough data
8.2
50
Not enough data
8.1
8
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.0
19
Not enough data
6.6
19
Not enough data
7.0
19
Not enough data
7.0
18
Not enough data
7.6
18
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.8
17
Not enough data
7.5
18
Not enough data
8.0
18
Not enough data
7.6
18
Automation
Not enough data
8.1
19
Not enough data
8.1
18
Not enough data
7.4
18
Autonomy
Not enough data
6.5
21
Not enough data
6.5
20
Not enough data
7.0
20
Not enough data
7.1
19
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Genesys Cloud CX are categorized as Speech Analytics, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect has no unique categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Co-Browsing
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
15.8%
Information Technology and Services
12.3%
Financial Services
10.5%
Insurance
8.8%
Banking
7.0%
Other
45.6%
Information Technology and Services
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.2%
Insurance
4.6%
Other
63.4%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
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