Amazon API Gateway vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon API Gateway
Score 7.6 out of 10
N/A
AWS offers the Amazon API Gateway supports the creation and publication of an API for web applications, as well as its monitoring and maintenance. The Amazon API Gateway is able to support thousands of API calls concurrently and provides traffic management, as well as monitoring and access control.
$0.90
Per Million
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month (billed annually) per user
Pricing
Amazon API GatewayGenesys Cloud CX
Editions & Modules
Past 300 Million
$0.90
Per Million
First 300 Million
$1.00
Per Million
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Amazon API GatewayGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Amazon API GatewayGenesys Cloud CX
Features
Amazon API GatewayGenesys Cloud CX
API Management
Comparison of API Management features of Product A and Product B
Amazon API Gateway
9.1
14 Ratings
8% above category average
Genesys Cloud CX
-
Ratings
API access control9.013 Ratings00 Ratings
Rate limits and usage policies10.013 Ratings00 Ratings
API usage data8.013 Ratings00 Ratings
API user onboarding8.013 Ratings00 Ratings
API versioning9.013 Ratings00 Ratings
Usage billing and payments10.012 Ratings00 Ratings
API monitoring and logging10.014 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon API Gateway
-
Ratings
Genesys Cloud CX
8.5
444 Ratings
1% above category average
Agent dashboard00 Ratings8.6426 Ratings
Validate callers00 Ratings8.4375 Ratings
Outbound response00 Ratings8.7341 Ratings
Call forwarding00 Ratings8.7362 Ratings
Click-to-call (CTC)00 Ratings8.2296 Ratings
Warm transfer00 Ratings8.7411 Ratings
Predictive dialing00 Ratings8.3251 Ratings
Interactive voice response00 Ratings8.5357 Ratings
REST APIs00 Ratings8.7302 Ratings
Call scripts00 Ratings7.4334 Ratings
Call tracking00 Ratings8.5399 Ratings
Multichannel integration00 Ratings8.8325 Ratings
CRM software integration00 Ratings8.6315 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon API Gateway
-
Ratings
Genesys Cloud CX
8.4
422 Ratings
1% above category average
Inbound call routing00 Ratings8.0395 Ratings
Omnichannel inbound routing00 Ratings8.2308 Ratings
Recording00 Ratings9.2400 Ratings
Quality management00 Ratings8.2370 Ratings
Call analytics00 Ratings8.8379 Ratings
Historical reporting00 Ratings8.4394 Ratings
Live reporting00 Ratings8.4391 Ratings
Customer surveys00 Ratings7.9247 Ratings
Customer interaction analytics00 Ratings8.5292 Ratings
Best Alternatives
Amazon API GatewayGenesys Cloud CX
Small Businesses
NGINX
NGINX
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 7.5 out of 10
Medium-sized Companies
NGINX
NGINX
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 7.5 out of 10
Enterprises
NGINX
NGINX
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon API GatewayGenesys Cloud CX
Likelihood to Recommend
8.0
(14 ratings)
9.0
(454 ratings)
Likelihood to Renew
-
(0 ratings)
8.7
(40 ratings)
Usability
9.0
(1 ratings)
8.5
(71 ratings)
Availability
-
(0 ratings)
8.6
(8 ratings)
Performance
-
(0 ratings)
8.6
(8 ratings)
Support Rating
10.0
(1 ratings)
7.3
(103 ratings)
In-Person Training
-
(0 ratings)
8.4
(6 ratings)
Online Training
-
(0 ratings)
7.9
(13 ratings)
Implementation Rating
-
(0 ratings)
7.9
(22 ratings)
Configurability
-
(0 ratings)
8.4
(7 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
6.1
(16 ratings)
Ease of integration
-
(0 ratings)
8.3
(9 ratings)
Product Scalability
-
(0 ratings)
8.7
(9 ratings)
Professional Services
-
(0 ratings)
5.4
(13 ratings)
Vendor post-sale
-
(0 ratings)
8.2
(10 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(10 ratings)
User Testimonials
Amazon API GatewayGenesys Cloud CX
Likelihood to Recommend
Amazon AWS
Experienced a lack of available programming languages while working on a minor project. I had to halt the project and wait for it to be added later. It took ages and had a hit on our productivity. It has a centralized management system which helps and an easy interface which helps to manage multiple tasks in case of large-scale operations and projects.
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Genesys
The Data table provided in Genesys cloud which is very useful, dynamic and easy of operations team on their day to day changes in menu prompts, priority, etc. With the routing methods we have, we can use preferred routing initially for our contact centre and if no suitable agents are available, we can expand the routing ring and can go wide and look for more suitable agents. These are some of the scenarios in which Genesys cloudCX came in handy.
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Pros
Amazon AWS
  • API Gateway integrates well with AWS Lambda. This allows us to build a web server in the language and framework of our choice, deploy it as a Lambda function, and expose it through API Gateway.
  • API Gateway manages API keys. Building rate limiting and request quota features are not trivial (or interesting).
  • API Gateway's pricing can be very attractive for services that are accessed infrequently.
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Genesys
  • Extensive API access to allow flexibility with the platform
  • Weekly updates to continuously improve the platform
  • Powerful Architect flows that are intuitive to build, but still powerful and flexible
  • Extensive integration with other applications, either through dedicated integrations or API hooks
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Cons
Amazon AWS
  • Client certificates are troublesome when trying to attach them to API GW stages.
  • Debugging across several services can be difficult when API GW is integrated with Route 53 and another service like Lambda or EC2/ELB.
  • Creating internal/private APIs, particularly with custom domains, can be unintuitive.
Read full review
Genesys
  • There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
  • Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
  • In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
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Likelihood to Renew
Amazon AWS
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Amazon AWS
It is a great product very reliable and stable for connecting various aws services like we connected with lambda function and it is working very well, never faced any issue after the setup. It also saves out lots of money as well as time after we implemented the automatic ec2 server recovery system
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Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
Amazon AWS
No answers on this topic
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
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Performance
Amazon AWS
No answers on this topic
Genesys
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
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Support Rating
Amazon AWS
We always had a great experience with the AWS support team. They were always on time and very dependable. It was a good partnership while we worked to resolve our issues.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Amazon AWS
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
Amazon AWS
No answers on this topic
Genesys
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
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Implementation Rating
Amazon AWS
No answers on this topic
Genesys
The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.
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Alternatives Considered
Amazon AWS
When we tested Azure API Management at the time, it had serious connectivity issues, it was very unstable, and it needed to do a lot using the command line. Comparing with the AWS solution, which was more mature, and the fact that we have services in use on AWS, we ended up choosing to continue using AWS products. This so as not to run the risk of increasing latency in accesses, and of some functionality not working, due to being developed yet.
Read full review
Genesys
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC alignment. Five9 provides a reliable, scalable CCaaS with strong global redundancy and mature telephony, excelling in high‑volume voice‑centric operations. Overall, Genesys leads in advanced CX/AI, Webex in UC integration, and Five9 in voice resilience.
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Contract Terms and Pricing Model
Amazon AWS
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Amazon AWS
No answers on this topic
Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
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Professional Services
Amazon AWS
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
Amazon AWS
  • ROI is negative, you need either to hire them to work with you or spend days/weeks to figure out issues.
  • For some of the projects in the end it is not worth it, it is just a "buzz" to use serverless but not practical.
  • Service is easy to set up authorization and it is easy to manage.
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Genesys
  • Strategic Agility- Genesys Cloud CX has delivered both immediate cost benefits and long-term value through improved customer relationships, operational resilience, and administrative satisfaction.
  • Enhanced Customer Experience- With advanced analytics and personalized interactions, we’ve seen an improvement in routing to address customer needs.
  • Cost Savings and Operational Efficiency- The platform’s cloud-based architecture can eliminate on-premise infrastructure and maintenance in some cases.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance