What users are saying about
119 Ratings
119 Ratings
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Score 8.1 out of 100
210 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    AWS Cloud9

    Feature Set Not Supported
    N/A
    7.2

    Genesys PureConnect

    72%
    Genesys PureConnect ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    6.0
    60%
    52 Ratings

    Validate callers

    N/A
    0 Ratings
    7.1
    71%
    46 Ratings

    Outbound response

    N/A
    0 Ratings
    6.7
    67%
    39 Ratings

    Call forwarding

    N/A
    0 Ratings
    7.9
    79%
    53 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    5.6
    56%
    42 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.4
    84%
    54 Ratings

    Predictive dialing

    N/A
    0 Ratings
    6.9
    69%
    35 Ratings

    Interactive voice response

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    REST APIs

    N/A
    0 Ratings
    7.9
    79%
    35 Ratings

    Call scripts

    N/A
    0 Ratings
    7.0
    70%
    37 Ratings

    Call tracking

    N/A
    0 Ratings
    7.9
    79%
    52 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.0
    70%
    42 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.4
    74%
    36 Ratings

    Workforce Optimization (WFO)

    AWS Cloud9

    Feature Set Not Supported
    N/A
    7.5

    Genesys PureConnect

    75%
    Genesys PureConnect ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.1
    81%
    37 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    50 Ratings

    Quality management

    N/A
    0 Ratings
    7.2
    72%
    44 Ratings

    Call analytics

    N/A
    0 Ratings
    7.6
    76%
    41 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.3
    73%
    50 Ratings

    Live reporting

    N/A
    0 Ratings
    8.2
    82%
    46 Ratings

    Customer surveys

    N/A
    0 Ratings
    6.4
    64%
    34 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    6.2
    62%
    29 Ratings

    Attribute Ratings

    • AWS Cloud9 is rated higher in 1 area: Support Rating
    • Genesys PureConnect is rated higher in 2 areas: Likelihood to Recommend, Usability

    Likelihood to Recommend

    6.4

    AWS Cloud9

    64%
    9 Ratings
    7.5

    Genesys PureConnect

    75%
    113 Ratings

    Likelihood to Renew

    AWS Cloud9

    N/A
    0 Ratings
    8.6

    Genesys PureConnect

    86%
    12 Ratings

    Usability

    8.0

    AWS Cloud9

    80%
    2 Ratings
    8.8

    Genesys PureConnect

    88%
    9 Ratings

    Availability

    AWS Cloud9

    N/A
    0 Ratings
    9.1

    Genesys PureConnect

    91%
    6 Ratings

    Performance

    AWS Cloud9

    N/A
    0 Ratings
    8.8

    Genesys PureConnect

    88%
    6 Ratings

    Support Rating

    8.0

    AWS Cloud9

    80%
    3 Ratings
    7.9

    Genesys PureConnect

    79%
    16 Ratings

    In-Person Training

    AWS Cloud9

    N/A
    0 Ratings
    8.2

    Genesys PureConnect

    82%
    4 Ratings

    Online Training

    AWS Cloud9

    N/A
    0 Ratings
    8.3

    Genesys PureConnect

    83%
    3 Ratings

    Implementation Rating

    AWS Cloud9

    N/A
    0 Ratings
    6.1

    Genesys PureConnect

    61%
    21 Ratings

    Configurability

    AWS Cloud9

    N/A
    0 Ratings
    9.0

    Genesys PureConnect

    90%
    2 Ratings

    Ease of integration

    AWS Cloud9

    N/A
    0 Ratings
    8.1

    Genesys PureConnect

    81%
    2 Ratings

    Product Scalability

    AWS Cloud9

    N/A
    0 Ratings
    8.2

    Genesys PureConnect

    82%
    3 Ratings

    Vendor post-sale

    AWS Cloud9

    N/A
    0 Ratings
    8.8

    Genesys PureConnect

    88%
    3 Ratings

    Vendor pre-sale

    AWS Cloud9

    N/A
    0 Ratings
    8.8

    Genesys PureConnect

    88%
    3 Ratings

    Likelihood to Recommend

    Amazon AWS

    AWS Cloud9 is great for product engineering and coding where you must take time to pair program and code in a specific isolated environment. It is entirely cloud based so there's no worry about saving and data consistency. It is all hosted on the Amazon Web Services cloud. It is less appropriate for more general workflows that don't require a specific cloud instance.
    Read full review

    Genesys

    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

    • It provides an extremely intuitive and easy-to-use interface, so adapting to it does not take much time.
    • It contains the most common programming languages.
    • It allows the export of files, either directly to the repository or to the team where you want it.
    • It is housed in the cloud so you can work with it from anywhere.
    • Allows you to share code or work on them with others in real-time.
    • Does not require installation.
    Read full review

    Genesys

    • 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

    • Confusing documentation - AWS's documentation remains quite confusing, and the layout of other services/settings that you have to use with Cloud9 can be a bit of a handful.
    • Sometimes slow - As the size of a project increases, the editor gets increasingly slower, and starts slowing down the browser overall.
    • Long setup process - The setup for Cloud9 can be hard and tough, especially since the documentation is quite hard to understand.
    Read full review

    Genesys

    • 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

    Pricing Details

    AWS Cloud9

    Starting Price

    Editions & Modules

    AWS Cloud9 editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Genesys PureConnect

      Starting Price

      Editions & Modules

      Genesys PureConnect editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Amazon AWS

        No answers on this topic

        Genesys

        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

        The interface for Cloud9 needs some improvement. It is simply not as powerful and intelligent as a local text editor would be and thus it lacks the capabilities of fast filling when coding. Otherwise, I think it has a fair interface that they have tried mimicking an IDE.
        Read full review

        Genesys

        Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
        Read full review

        Reliability and Availability

        Amazon AWS

        No answers on this topic

        Genesys

        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).
        Read full review

        Performance

        Amazon AWS

        No answers on this topic

        Genesys

        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

        Customer support is managed by the Cloud support team. I won't be able to comment on details, but it's fast.
        Read full review

        Genesys

        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.
        Read full review

        In-Person Training

        Amazon AWS

        No answers on this topic

        Genesys

        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.
        Read full review

        Online Training

        Amazon AWS

        No answers on this topic

        Genesys

        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.
        Read full review

        Implementation Rating

        Amazon AWS

        No answers on this topic

        Genesys

        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.
        Read full review

        Alternatives Considered

        Amazon AWS

        [AWS] Cloud9 offers specific features not available in the competition: Code collaboration using the chat features is the highlight which sets it apart. [The] code completion feature makes [it] very similar to the offline IDE like eclipse. It's much easier to use compared to Codeanywhere. It provides terminal access to EC2 instances and hence other amazon services.
        Read full review

        Genesys

        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

        Genesys

        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

        • Positive: No need to buy additional hardware to serve as buffer.
        • Negative: Service downtime causes significant productivity losses.
        • Negative: Users get locked into a certain subset of tools, which are not always appropriate.
        Read full review

        Genesys

        • 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

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