Axway AMPLIFY Platform vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Axway AMPLIFY Platform
Score 9.9 out of 10
N/A
Axway's Amplify is a universal API management platform that unifies what tools are already in place to get digital products where they can be seen and used. Users can publish, validate, and govern APIs.N/A
Genesys Cloud CX
Score 8.4 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
Axway AMPLIFY PlatformGenesys Cloud CX
Editions & Modules
No answers on this topic
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
Axway AMPLIFY PlatformGenesys 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
Axway AMPLIFY PlatformGenesys Cloud CX
Top Pros
Top Cons
Features
Axway AMPLIFY PlatformGenesys Cloud CX
API Management
Comparison of API Management features of Product A and Product B
Axway AMPLIFY Platform
10.0
1 Ratings
18% above category average
Genesys Cloud CX
-
Ratings
API access control10.01 Ratings00 Ratings
Rate limits and usage policies10.01 Ratings00 Ratings
API usage data10.01 Ratings00 Ratings
API user onboarding10.01 Ratings00 Ratings
API versioning10.01 Ratings00 Ratings
Usage billing and payments10.01 Ratings00 Ratings
API monitoring and logging10.01 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Axway AMPLIFY Platform
-
Ratings
Genesys Cloud CX
8.2
412 Ratings
2% below category average
Agent dashboard00 Ratings7.9394 Ratings
Validate callers00 Ratings8.0346 Ratings
Outbound response00 Ratings7.9308 Ratings
Call forwarding00 Ratings8.3334 Ratings
Click-to-call (CTC)00 Ratings8.4269 Ratings
Warm transfer00 Ratings8.6381 Ratings
Predictive dialing00 Ratings7.9226 Ratings
Interactive voice response00 Ratings8.4327 Ratings
REST APIs00 Ratings8.0275 Ratings
Call scripts00 Ratings8.2305 Ratings
Call tracking00 Ratings8.5371 Ratings
Multichannel integration00 Ratings8.4300 Ratings
CRM software integration00 Ratings7.9290 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Axway AMPLIFY Platform
-
Ratings
Genesys Cloud CX
8.0
391 Ratings
2% below category average
Inbound call routing00 Ratings8.4366 Ratings
Omnichannel inbound routing00 Ratings8.3283 Ratings
Recording00 Ratings8.6371 Ratings
Quality management00 Ratings8.2340 Ratings
Call analytics00 Ratings8.1350 Ratings
Historical reporting00 Ratings7.6365 Ratings
Live reporting00 Ratings7.9360 Ratings
Customer surveys00 Ratings6.8221 Ratings
Customer interaction analytics00 Ratings7.9265 Ratings
Best Alternatives
Axway AMPLIFY PlatformGenesys Cloud CX
Small Businesses
NGINX
NGINX
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
NGINX
NGINX
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
NGINX
NGINX
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Axway AMPLIFY PlatformGenesys Cloud CX
Likelihood to Recommend
10.0
(2 ratings)
8.6
(436 ratings)
Likelihood to Renew
-
(0 ratings)
7.7
(38 ratings)
Usability
10.0
(1 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.2
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
-
(0 ratings)
7.0
(100 ratings)
In-Person Training
-
(0 ratings)
8.5
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
7.8
(20 ratings)
Configurability
-
(0 ratings)
9.0
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(15 ratings)
Ease of integration
-
(0 ratings)
7.0
(8 ratings)
Product Scalability
-
(0 ratings)
9.0
(7 ratings)
Professional Services
-
(0 ratings)
7.7
(12 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(9 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(9 ratings)
User Testimonials
Axway AMPLIFY PlatformGenesys Cloud CX
Likelihood to Recommend
Axway
It's a great application to backup your data automatically to the cloud and then access later. The automatic restore of certain folders is handy and one less thing to worry about when you're setting up a new PC again. I haven't really encountered any issues with Syncplicity to have any thoughts where it could be improved or where it wouldn't work.
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Genesys
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.
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Pros
Axway
  • Full Lifecycle API Management
  • API Analytics and Monitoring
  • Security and Compliance
  • API Portal and Marketplace
Read full review
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
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Cons
Axway
  • I would appreciate it if it backed up more than just Desktop, Favorites and Documents by default. I'm not sure if this was something chosen by my employer, but it would be nice if the whole profile folder was backed up by default, so my pictures, music, and videos folders were included.
Read full review
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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Likelihood to Renew
Axway
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
Axway
It offers a wide range of powerful tools for API management, data integration, B2B integration, and more. Strong security features and compliance support add significant value. Flexibility to integrate across various environments (cloud and on-premise) enhances usability for diverse infrastructures.
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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
Axway
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
Axway
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
Axway
No answers on this topic
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
Axway
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
Axway
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
Axway
No answers on this topic
Genesys
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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Alternatives Considered
Axway
I use CrashPlan for my personal PC at home. I think both products have their pluses and minuses. Both products allow you to backup your selected data to the cloud. CrashPlan doesn't easily allow for file sharing (CrashPlan isn't really a collaboration tool as much as it is a backup tool). Both products have easy restore options. However Syncplicity automatically restoring certain data when syncing with a new PC is very handy and a feature that CrashPlan doesn't offer
Read full review
Genesys
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.
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Contract Terms and Pricing Model
Axway
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
Axway
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
Axway
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
Axway
  • Increased Operational Efficiency
  • High Initial Costs
  • Monitoring Capabilities
  • SMBs have found the initial costs prohibitive
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Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance