Amazon Connect vs Genesys Cloud CX
Amazon Connect
aws.amazon.com
Genesys Cloud CX
genesys.comSide by side
| Figure | Amazon Connect | Genesys Cloud CX |
|---|---|---|
| Price from | — | $75/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 4 |
| Spec score · Call Center Software | 9.2 (#2) | 9.3 (#1) |
| Spec score · Contact Center Software | 9.2 (#1) | 9.0 (#4) |
| Spec score · Cloud Communication Platform | 9.1 (#1) | 9.0 (#4) |
| Spec score · Customer Service - Enterprise Software | 9.2 (#1) | 9.1 (#3) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.2 (#1) | 9.0 (#3) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 9.1 (#3) |
| Spec score · Call & Contact Center Software | 9.2 (#2) | 9.0 (#3) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.2 (#2) | 9.1 (#3) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 9.1 (#4) |
| Founded | 2017 | Gartner lists Genesys as founded in 1990. |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Menlo Park, California, United States |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. |
| Workforce management | Yes | The platform provides employee performance, workforce management, forecasting, scheduling, monitoring and adherence capabilities. |
Plans
Amazon Connect
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
- Voice$0.04, paid once
- Email$0.08, paid once
Genesys Cloud CX
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
In their own words
Amazon Connect
Amazon Connect is a customer-experience service for managing interactions from outreach and self-service through assistance by human agents. Its AI agents can handle requests such as returns, account changes and flight rebooking, and can pass interaction context to a person when needed. Customers can continue across voice, chat, email, SMS, web, WhatsApp and Apple Messages without repeating themselves. Business and customer-experience teams can design conversational interactions on a visual, no-code canvas. Agent tools include real-time assistance, guided steps, post-contact summaries, screen recording and performance evaluations. The service also offers real-time and historical metrics, conversational analytics and an analytics data lake with zero-ETL access to third-party sources. Platforms listed are Android, iOS, API and web. AWS describes usage-based pricing without minimums, long-term contracts, seat-based licensing or tokens; prices can vary by region, communication type and provider. Listed charges are $0.04 minute, $0.01 message, 0.01 USD per SMS or third-party message, and $0.08.
Genesys Cloud CX
Genesys Cloud CX is a contact-center platform for voice and digital customer service. Its listed functions include inbound calling, outbound campaigns, IVR, skill-based routing, workforce management and team collaboration. Plan capabilities vary: the first tier focuses on voice, while higher plans add digital channels, omnichannel routing, quality assurance and compliance, knowledge, Agent Copilot, workforce management or predictive routing. The fourth plan includes 30 AI Experience tokens per named agent. The platform supports AI agents and guardrails governed across the service, and associate experience is available for workspace and mobile. It connects with Salesforce, ServiceNow, AppFoundry and open APIs, and runs on web, Windows, macOS, iOS and Android. Genesys describes its security, compliance and governance as enterprise-grade, but the supplied details do not specify encryption or particular certifications. Prices are based on an annual commitment, and usage-based pricing may apply. Genesys Cloud CX 1 costs $75 a month billed annually; the listed plans rise to 115.00, 155.00 and $240 a month billed annually. Support includes a ticket portal, knowledge network and phone representatives Monday–Friday, 8 a.m.–6 p.m. Pacific.