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Compare Amazon Connect and Genesys Cloud CX 
At a Glance
Market Segments
Mid-Market (51.9% of reviews)
Mid-Market (46.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (51.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectGenesys Cloud CX
Star Rating
(1,430)4.4 out of 5
Market Segments
Mid-Market (46.0% 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.
Featured Products
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Synthflow
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Proactive Notification
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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
9.2
44
8.6
1,013
Ease of Use
9.3
45
8.9
1,021
Ease of Setup
9.2
17
8.3
588
Ease of Admin
9.2
16
8.4
572
Quality of Support
9.0
35
8.2
971
Has the product been a good partner in doing business?
9.0
15
8.5
566
Product Direction (% positive)
8.2
39
8.7
915
Features by Category
Messenger
Not enough data
8.9
22
Not enough data
9.3
25
Not enough data
9.3
24
Not enough data
8.7
24
Channels
Not enough data
9.1
23
Not enough data
9.3
22
Not enough data
9.4
21
Not enough data
9.1
20
Not enough data
9.2
19
Customers
Not enough data
9.0
26
Not enough data
8.8
23
Not enough data
9.1
24
Not enough data
8.9
22
Not enough data
9.2
23
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
137
Not enough data
8.9
121
Not enough data
8.8
119
Agent Tools
Not enough data
8.8
124
Not enough data
8.6
117
Not enough data
8.6
130
Not enough data
9.2
154
Automation
Not enough data
8.6
114
Not enough data
8.7
96
Not enough data
9.2
139
Not enough data
8.7
101
Not enough data
8.9
133
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
Not enough data
8.7
149
Not enough data
8.6
140
Not enough data
7.7
151
Engagement
Not enough data
8.5
130
Not enough data
8.2
150
Not enough data
8.2
138
Performance
Not enough data
8.6
145
Not enough data
8.9
143
Generative AI
Not enough data
7.2
27
Not enough data
7.4
27
Channels
9.4
16
|
Verified
9.1
331
|
Verified
9.0
14
8.2
191
9.4
14
|
Verified
8.5
224
|
Verified
Feature Not Available
8.3
192
|
Verified
9.1
15
8.3
224
|
Verified
Generative AI
Not enough data
7.9
60
Functions
9.1
33
|
Verified
8.8
382
|
Verified
9.0
33
|
Verified
8.8
391
|
Verified
8.9
29
|
Verified
8.7
328
|
Verified
8.7
15
|
Verified
8.3
223
|
Verified
8.9
16
8.5
234
|
Verified
9.3
14
9.1
304
|
Verified
9.4
14
|
Verified
8.8
291
|
Verified
9.2
15
|
Verified
8.6
232
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.8
27
8.3
345
|
Verified
9.2
24
|
Verified
8.8
385
|
Verified
8.9
30
|
Verified
7.5
419
|
Verified
9.3
16
8.8
275
|
Verified
9.4
12
8.4
247
Responses
Not enough data
9.2
31
Not enough data
9.4
33
Not enough data
8.7
30
Automation - AI Agents
Not enough data
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Platform
Not enough data
8.9
32
Not enough data
9.3
32
Not enough data
9.1
30
Autonomy - AI Agents
Not enough data
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.6
53
Not enough data
8.8
52
Not enough data
9.1
54
Not enough data
8.4
55
Not enough data
8.2
50
Platform
Not enough data
8.9
51
Not enough data
8.9
54
Not enough data
8.9
51
Not enough data
8.5
54
Not enough data
8.1
48
Not enough data
8.8
56
Not enough data
8.7
52
Generative AI
Not enough data
8.4
25
Not enough data
8.5
25
Workforce Management
Not enough data
8.7
165
Not enough data
8.6
155
Not enough data
8.5
146
Not enough data
8.2
144
Not enough data
7.9
112
Administration
Not enough data
8.0
137
Not enough data
8.5
156
Not enough data
8.4
163
Not enough data
7.9
137
Not enough data
8.4
146
Administration
Not enough data
9.2
24
Not enough data
8.9
23
Not enough data
9.2
22
Security
Not enough data
9.3
23
Not enough data
9.5
22
Messaging Channels
Not enough data
9.1
27
Not enough data
9.2
28
Not enough data
9.2
30
Not enough data
9.0
29
Administration
Not enough data
9.0
31
Not enough data
9.0
29
Not enough data
8.7
29
Not enough data
9.0
32
Platform
Not enough data
8.7
140
Not enough data
7.9
125
Not enough data
8.8
159
Not enough data
9.2
161
Not enough data
8.8
156
Not enough data
9.2
154
Not enough data
9.1
156
Generative AI
Not enough data
7.8
55
Workforce Management
Not enough data
8.9
147
Not enough data
8.8
143
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.0
153
Not enough data
8.2
154
Customer Support
Not enough data
9.0
32
Not enough data
8.9
33
Not enough data
8.5
31
Automation
Not enough data
8.7
30
Not enough data
8.5
34
Not enough data
9.1
32
Artificial Intelligence
Not enough data
9.0
32
Not enough data
8.8
32
Not enough data
9.1
30
Generative AI
Not enough data
7.9
22
Not enough data
7.7
22
Not enough data
8.3
22
Communication
Not enough data
8.6
164
|
Verified
Not enough data
8.4
167
|
Verified
Not enough data
8.3
123
Not enough data
8.5
135
Not enough data
8.3
90
Internal Use
Not enough data
8.4
165
|
Verified
Not enough data
8.6
159
|
Verified
Not enough data
8.4
120
|
Verified
Not enough data
8.4
136
|
Verified
Not enough data
8.2
129
|
Verified
Not enough data
8.4
129
|
Verified
Generative AI
Not enough data
7.7(won by default)
8
Not enough data
8.1(won by default)
8
Process
Not enough data
8.8(won by default)
24
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Channels
Not enough data
9.4(won by default)
26
Not enough data
9.3(won by default)
28
Not enough data
9.1(won by default)
28
Not enough data
9.7(won by default)
30
Not enough data
9.4(won by default)
27
Insight
Not enough data
9.6(won by default)
26
Not enough data
9.1(won by default)
30
Not enough data
9.1(won by default)
28
Not enough data
9.5(won by default)
25
Generative AI
Not enough data
7.2
22
Platform Basics - 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
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
Not enough data
9.6
55
Not enough data
7.9
39
Not enough data
8.7
44
Not enough data
8.5
41
Not enough data
8.7
47
Not enough data
8.6
47
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
8.4
46
Not enough data
8.2
40
Not enough data
8.2
41
Advanced Features
Not enough data
8.8
53
Not enough data
8.7
47
Not enough data
9.2
53
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
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
Not enough data
Not enough data
Not enough data
Calling
Not enough data
9.4
49
Not enough data
8.5
43
Not enough data
8.9
48
Not enough data
8.8
48
Contacts
Not enough data
8.6
47
Not enough data
8.5
45
Not enough data
8.3
43
Insights
Not enough data
8.4
44
Not enough data
8.8
46
Not enough data
8.6
47
Not enough data
8.1
42
Not enough data
8.0
41
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
7.6
7
Not enough data
7.1
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.5
6
Not enough data
7.9
7
Not enough data
7.6
7
Not enough data
7.9
7
Automation
Not enough data
9.4
8
Not enough data
8.3
8
Not enough data
6.4
7
Autonomy
Not enough data
7.2
9
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
7.1
7
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 Contact Center
Unique Categories
Amazon Connect has no unique categories
Genesys Cloud CX is categorized as AI Voice Assistants, AI Customer Support Agents, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Proactive Notification, and AI Agents For Business Operations
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
19.2%
Information Technology and Services
11.5%
Financial Services
11.5%
Insurance
9.6%
Banking
7.7%
Other
40.4%
Information Technology and Services
11.1%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.9%
Accounting
4.7%
Other
63.4%
Most Helpful Reviews
Amazon Connect
Most Helpful Favorable Review
Jared M.
Verified User in Computer Software
It always works. Had other systems that time out or are hard to hear. It's stable and easy.
Most Helpful Critical Review
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Genesys Cloud CX
Most Helpful Favorable Review
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Most Helpful Critical Review
Verified User in Information Technology and Services
It's not easy at all to tell if we are optimizing our setup or leveraging all of the system's capabilities
Jared M.
Verified User in Computer Software
It always works. Had other systems that time out or are hard to hear. It's stable and easy.
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Verified User in Information Technology and Services
It's not easy at all to tell if we are optimizing our setup or leveraging all of the system's capabilities
Alternatives
Discussions
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
Amazon Connect is a cloud-based contact center service that enables businesses to provide customer service at scale. It allows companies to set up and manage a customer contact center with ease, offering features such as call routing, voice and chat interactions, and integration with other AWS services.
1 comment
XL
A call center that stores data on the cloud.Read more
What is Amazon Connect used for?
1 comment
UT
A cloud-based contact center with low cost and scalable resources.Read more
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...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 obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
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