Amazon Connect vs Genesys Cloud Workforce Management
Amazon Connect
aws.amazon.comGenesys Cloud Workforce Management
genesys.comSide by side
| Figure | Amazon Connect | Genesys Cloud Workforce Management |
|---|---|---|
| Price from | — | $155/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 3 |
| Spec score · Capacity Planning Software | 9.2 (#1) | 7.9 (#17) |
| Founded | 2017 | 1990 |
| Headquarters | Seattle, Washington | 1302 El Camino Real, Suite 300, Menlo Park, California, United States |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Genesys says its AppFoundry marketplace offers over 600 apps and integrations, including CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics and Zendesk. |
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 Workforce Management
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
- Genesys Cloud CX 1 or CX 2 with WFM add-onPriced on request
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 Workforce Management
Genesys Cloud Workforce Management has no write-up on Specifiction yet; its figures are above.