Amazon Connect vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.1 out of 10
N/A
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 PureConnect (discontinued)
Score 6.3 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Amazon ConnectGenesys PureConnect (discontinued)
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectGenesys PureConnect (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectGenesys PureConnect (discontinued)
Considered Both Products
Amazon Connect
Chose Amazon Connect
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure …
Chose Amazon Connect
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. …
Genesys PureConnect (discontinued)
Chose Genesys PureConnect (discontinued)
PureConnect was selected 20 years ago, and it does show its age a little -- but like a high-quality machine tool, it continues to deliver value far longer than anyone expected.
Top Pros
Top Cons
Features
Amazon ConnectGenesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.1
4 Ratings
16% below category average
Genesys PureConnect (discontinued)
7.9
64 Ratings
5% below category average
Agent dashboard5.14 Ratings6.755 Ratings
Validate callers7.04 Ratings7.548 Ratings
Outbound response7.04 Ratings8.541 Ratings
Call forwarding7.04 Ratings7.756 Ratings
Click-to-call (CTC)7.04 Ratings8.043 Ratings
Warm transfer9.04 Ratings8.357 Ratings
Predictive dialing5.03 Ratings8.036 Ratings
Interactive voice response6.04 Ratings8.045 Ratings
REST APIs9.03 Ratings7.037 Ratings
Call scripts5.14 Ratings8.539 Ratings
Call tracking7.04 Ratings7.755 Ratings
Multichannel integration9.04 Ratings9.044 Ratings
CRM software integration9.04 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.7
4 Ratings
36% below category average
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing9.04 Ratings6.551 Ratings
Omnichannel inbound routing5.14 Ratings6.539 Ratings
Recording7.04 Ratings4.552 Ratings
Quality management7.04 Ratings4.546 Ratings
Call analytics3.14 Ratings3.043 Ratings
Historical reporting5.14 Ratings5.052 Ratings
Live reporting5.14 Ratings6.548 Ratings
Customer surveys5.14 Ratings8.035 Ratings
Customer interaction analytics5.14 Ratings5.030 Ratings
Best Alternatives
Amazon ConnectGenesys PureConnect (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectGenesys PureConnect (discontinued)
Likelihood to Recommend
7.0
(4 ratings)
5.3
(116 ratings)
Likelihood to Renew
-
(0 ratings)
8.6
(12 ratings)
Usability
-
(0 ratings)
7.3
(12 ratings)
Availability
-
(0 ratings)
9.1
(3 ratings)
Performance
-
(0 ratings)
8.8
(3 ratings)
Support Rating
-
(0 ratings)
4.0
(12 ratings)
In-Person Training
-
(0 ratings)
8.2
(4 ratings)
Online Training
-
(0 ratings)
8.3
(3 ratings)
Implementation Rating
-
(0 ratings)
6.1
(7 ratings)
Configurability
-
(0 ratings)
9.0
(2 ratings)
Ease of integration
-
(0 ratings)
8.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.2
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.8
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.8
(3 ratings)
User Testimonials
Amazon ConnectGenesys PureConnect (discontinued)
Likelihood to Recommend
Amazon AWS
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.
Read full review
Discontinued Products
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Read full review
Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
Read full review
Discontinued Products
  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Read full review
Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
Read full review
Discontinued Products
  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
Discontinued Products
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Read full review
Usability
Amazon AWS
No answers on this topic
Discontinued Products
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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Reliability and Availability
Amazon AWS
No answers on this topic
Discontinued Products
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
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Performance
Amazon AWS
No answers on this topic
Discontinued Products
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
Read full review
Support Rating
Amazon AWS
No answers on this topic
Discontinued Products
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
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In-Person Training
Amazon AWS
No answers on this topic
Discontinued Products
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
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Online Training
Amazon AWS
No answers on this topic
Discontinued Products
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
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Implementation Rating
Amazon AWS
No answers on this topic
Discontinued Products
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
Read full review
Discontinued Products
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Read full review
Scalability
Amazon AWS
No answers on this topic
Discontinued Products
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Read full review
Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
Read full review
Discontinued Products
  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Read full review
ScreenShots

Genesys PureConnect (discontinued) Screenshots

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