Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
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.
It's a big and old player in the market. They are reliable and have a good support for huge load or performance, hence we can be assure in case of scaling up the system to handle lots of concurrent request. Amazon Connect support system is really amazing amongst all other …
They are also capable of providing the services required in the market at the moment, unlike Genesys Cloud CX, which is an all-in-one, well-managed platform. Starting with open-source API documentation and the resource center, you get help in all forms, and learning is never …
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
When compared to other platforms, Genesys appears to be a more stable and mature product, offering ease of use. Although there is an initial learning curve, once you have a fair understanding of the platform and know how to set up the contact center for new customers, as an …
Genesys Cloud CX had more flexibility on connecting to different SIP trunks and integrations, like being used as an embedded dialer in other CRMs we developed ourselves.
Genesys Cloud CX has excellent functionality for agents and supervisors. The portal is easy to use and very functional. The administration can be a bit tricky at 1st.
Verified User
Engineer
Chose Genesys Cloud CX
Genesys Cloud had more history in this market space and the Cloud product suited our deployment targets, specifically the hybrid approach to on-prem edge servers and cloud platform. This allows us to keep the routing of our SIP traffic entirely within our network but allow the …
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be …
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
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.
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.
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
It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system
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.
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.
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.
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
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
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.
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.
Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
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.
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.
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.
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.
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.
