AWS Cloud9 vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AWS Cloud9
Score 8.3 out of 10
N/A
AWS Cloud9 is a cloud-based integrated development environment (IDE) used to write, run, and debug code with just a browser. It includes a code editor, debugger, and terminal. Cloud9 comes prepackaged with essential tools for popular programming languages, including JavaScript, Python, and PHP, with no need to install files or configure a development machine to start new projects.N/A
Genesys PureConnect (discontinued)
Score 6.1 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
AWS Cloud9Genesys PureConnect (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
AWS Cloud9Genesys PureConnect (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
AWS Cloud9Genesys PureConnect (discontinued)
Top Pros
Top Cons
Features
AWS Cloud9Genesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
AWS Cloud9
-
Ratings
Genesys PureConnect (discontinued)
7.9
64 Ratings
5% below category average
Agent dashboard00 Ratings6.755 Ratings
Validate callers00 Ratings7.548 Ratings
Outbound response00 Ratings8.541 Ratings
Call forwarding00 Ratings7.756 Ratings
Click-to-call (CTC)00 Ratings8.043 Ratings
Warm transfer00 Ratings8.357 Ratings
Predictive dialing00 Ratings8.036 Ratings
Interactive voice response00 Ratings8.045 Ratings
REST APIs00 Ratings7.037 Ratings
Call scripts00 Ratings8.539 Ratings
Call tracking00 Ratings7.755 Ratings
Multichannel integration00 Ratings9.044 Ratings
CRM software integration00 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
AWS Cloud9
-
Ratings
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing00 Ratings6.551 Ratings
Omnichannel inbound routing00 Ratings6.539 Ratings
Recording00 Ratings4.552 Ratings
Quality management00 Ratings4.546 Ratings
Call analytics00 Ratings3.043 Ratings
Historical reporting00 Ratings5.052 Ratings
Live reporting00 Ratings6.548 Ratings
Customer surveys00 Ratings7.935 Ratings
Customer interaction analytics00 Ratings5.030 Ratings
Best Alternatives
AWS Cloud9Genesys PureConnect (discontinued)
Small Businesses
PyCharm
PyCharm
Score 8.9 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
PyCharm
PyCharm
Score 8.9 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
PyCharm
PyCharm
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AWS Cloud9Genesys PureConnect (discontinued)
Likelihood to Recommend
7.7
(8 ratings)
5.3
(116 ratings)
Likelihood to Renew
-
(0 ratings)
8.6
(12 ratings)
Usability
8.0
(2 ratings)
7.3
(12 ratings)
Availability
-
(0 ratings)
9.1
(3 ratings)
Performance
-
(0 ratings)
8.8
(3 ratings)
Support Rating
8.0
(2 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
AWS Cloud9Genesys PureConnect (discontinued)
Likelihood to Recommend
Amazon AWS
When I am working with a large team of developers. Also, when a security policy, you are not allowed to install any app on your laptop. Cloud 9 is well integrated with Cloud commit. So we don't have to spend time in configurations.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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
[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.
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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.
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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.
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Return on Investment
Amazon AWS
  • We save time since we do not need to configure files or our equipment.
  • We have the most appropriate tools for software development in one place.
  • We can work from anywhere so if that day we could not get to our office or something we can do from home.
  • We can code with a single browser.
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.
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ScreenShots

Genesys PureConnect (discontinued) Screenshots

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