Amazon Connect Vs Genesys: Which CCaaS Platform Is Better?

In the modern business world, contact centers have become an integral part🤝 of business operations.

However, With so many CCaaS options, Which one is actually best for you?🤔

Choosing the appropriate contact center technology for your business can be quite challenging. You can feel overwhelmed due to the wide range of excellent options available in the market.

Don’t worry! We have a solution for you.😄

In this article, we’re going to take a closer look at both of these platforms to help you decide whether you need Amazon or Genesys for your business. Or whether there is a better alternative.

Brief Overview of CCaaS (Contact Center as a Service)

Contact Center as a Service (CCaaS) is a way for you to use and pay for only the technology you require. Essentially, CCaaS allows you to access and utilize contact center technology without having to invest in and maintain your own infrastructure.

It is important to improve the ability of contact centers to grow, be easily accessed, and adapt to changing needs if necessary. Its aim is to ensure that contact centers can effectively meet the requirements of modern customer service by providing the necessary scalability, capabilities, and affordability.

Additionally, there are many CCaaS platforms, but we will learn about Amazon Connect and Genesys. They are both good for your business, but if you want to compare them:

• Amazon Connect is very flexible and scalable, but Genesys is limited in terms of flexibility.
• Genesys offers more advanced omnichannel capabilities than Amazon Connect.
• Amazon Connect is considered more affordable than Genesys because it offers a pay-as-you-go pricing model.

Amazon Connect vs. Genesys: At A Glance

Features	Amazon Connect	Genesys
Monthly Price	Pay-as-you-go (generally affordable)	Tiered pricing (can be expensive)
Free Trial	Limited functionality	May vary by promotion
Extensions	Limited built-in, relies on integrations	Wider selection, marketplace for additional features
Integrations	Well-integrated with AWS services	Open APIs for easier integrations
Available Platform	Cloud-based (AWS)	Cloud-based
Reliability	High uptime	Proven track record
Customer Support	Varies by the pricing plan	Multiple channels (potentially additional costs)
User Experience	Simple interface	Comprehensive features, steeper learning curve

Overview of Amazon Connect 

Amazon Connect was founded in 2017 by Amazon Web Services (AWS) as a cloud-based contact center service. Over time, Amazon Connect has grown into a complete solution that provides a wide range of capabilities.

In 2017, it introduced a pay-as-you-go pricing model to offer businesses the flexibility to scale up or down on demand. In 2020, the feature of live call monitoring contact to provide real-time coaching was introduced. In 2023, Amazon Connect introduced historical metrics reports and custom reports to analyze and optimize performance and many more.

With all these capabilities, Amazon Connect targets a broad range of businesses. So, it has a customer base of different types of businesses, such as startups, retail and e-commerce, healthcare, educational institutions, and non-profit organizations.

Overview of Genesys

Genesys was founded by Gregory Shenkman and Miloslavsky in October 1990. It has evolved since then. An important feature it introduced was agent activity view in the web environment (September 13, 2023), and Analytics Add-on, which provides automated data integration (September 13, 2023).

Genesys targets different markets and customer bases. It incorporates businesses of various sizes who want to enhance customer interactions and improve customer service. Therefore, it serves a wide range of sectors, such as retail, technology, financial service, healthcare, customer service, and many more.

Amazon Connect Vs Genesys: Pricing and Plan

Both platforms usually have affordable call pricing. In Amazon Connect, you can choose from various bundled pricing options, based on how much you use it. The prices begin at $0.018 per minute for voice calls and $0.0015 per video connection. It is especially cost-effective for situations with lower call volumes.

If your call center primarily deals with phone calls, Amazon Connect provides a budget-friendly choice. However, if your contact center manages a large number of calls, the expenses can add up rapidly. For this reason, you can opt for Genesys.

In Genesys, you can choose from three subscription packages, each one building upon the features of the previous:

• Genesys Cloud CX 1: This package begins at a monthly cost of $75 and offers features such as the ability to receive and make phone calls, a secure system for interactive voice response, and necessary storage for data and API requests.

• Genesys Cloud CX 2: This package begins at a monthly cost of $95 and adds more comprehensive digital communication channels, AI-powered customer engagement, additional IVR settings, and data storage to the mix.

• Genesys Cloud CX 3: This package begins at a monthly cost of $135 and offers workforce engagement management, voice transcription minutes, and maximum allocations for IVR minutes, data storage, and API requests. It also includes everything from CX 1 and CX 2.

Amazon Connect Vs Genesys: Features & Functionality 

Amazon Connect and Genesys are two more popular CCaaS software that provide their own features and functionalities.

Features And Functionality Of Amazon Connect

As an AWS cloud service that helps to set up a contact center easily, it provides many features, such as:

• Omnichannel Cloud Contact Center: With Amazon Connect, you can communicate with customers through different channels like phone calls, SMS, and email. The goal is to make it easier for customers to reach out to you and ensure they have a smooth and consistent experience across all channels.

• Agent Experience: With Amazon Connect, the agents can combine multiple functionalities to create a seamless and user-friendly experience. This integration saves time and boosts productivity, benefiting the agents in their work.

• Administration Of Tasks: Amazon Connect plays a significant role in enhancing customer satisfaction by addressing their questions and fulfilling their needs. With it, you can simplify the organization of agent tasks to ensure that any customer’s concerns are promptly addressed.

• Integration And Automated Systems: Amazon Connect helps you to seamlessly integrate with various business and technology partners who provide customer service automation capabilities. For example, it is easy to integrate the Amazon Lex chatbot with your Amazon Connect.

• Caller Authentication And Fraud Risk Detection: With Amazon Connect, you can use a voice ID detection feature that enables you to authenticate users in real-time. This helps to enhance security and speed up the verification process.

Features And Functionality Of Genesys

Genesys is a comprehensive CCaaS service that provides many features by focusing on omnichannel customer engagement. Its features are:

• Unified Communications: Genesys provides you with a web-based solution that allows you to remotely access it from anywhere. It will promote improved collaboration and engagement among your team members by integrating various communication tools.

• Integrations and apps: With Genesys, you can use its AppFoundry Marketplace, which offers more than 350 third-party applications. It includes integrations with customer relationship management (CRM) systems and applications powered by artificial intelligence (AI).

• Reporting and analytics: This feature of Genesys provides a complete understanding of contact center operations and customer interactions. It does so by offering features such as performance dashboards, historical reports, and a combination of real-time and past data views.

• Customer self-service: With Genesys, you can use a multilingual speech-enabled IVR (Interactive Voice Response) system with natural language processing. This means that customers can interact with your system in a more conversational and natural way. 

• Workforce engagement: With Genesys, you can use tools that help keep track of how well employees are performing, manage available resources effectively, and ensure high-quality service. All of these tools help to enhance service levels and make sure that employees are satisfied with their work.

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Amazon Connect Vs Genesys: User Experience and Interface

Let’s learn about how user-friendly is Genesys compared to Amazon Connect.

Ease of Setup and Onboarding

Amazon Connect is known for allowing businesses to get their contact center up and running quickly and smoothly because it provides a straightforward setup process and pre-build features.

In the case of Genesys, it has a longer implementation time and additional costs because it requires more customization and configuration.

Therefore, Amazon Connect provides more ease of setup and onboarding for users.

User Interface Design and Intuitiveness

Regarding the user interface, Genesys is reported to have an interface that is easy to use and configure, increasing user experience.

When it comes to quickly performing actions, Amazon Connect has been criticized for its too complicated interface. Therefore, this issue impacts the user experience and efficiency of the system.

Customization Options and Flexibility

With Amazon Connect, you need additional integration to add specific functionalities due to its lack of adaptability, which limits customization options.

But this is different in the case of Genesys, it offers greater customization options for you, allowing you to customize the platform according to your specific requirements. However, it may take more time to configure and set up compared to Amazon Connect.

Genesys Vs Amazon Connect: Integrations and Compatibility

Let’s take a look at how both Genesys and Amazon Connect offer third-party integrations and compatibility with business tools:

Third-party Integrations Available

In terms of integration, Amazon Connect offers you a seamless integration with Amazon Web Services (AWS) products, making it easy for you to provide a personalized customer experience.

However, Genesys provides integration with a much larger range of CRM systems than Amazon Connect. That allows you to choose the best CRM platform for you. With Genesys, you are flexible when integrating various third-party tools and services.

Compatibility With Popular Business Tools

Genesys offers you a broad range of integration options with various CRM systems and business tools, ensuring compatibility with popular platforms, and allowing you to make use of your existing tools and systems.

Amazon Connect also works well with different business tools like Salesforce, which enhances compatibility and helps provide a smooth customer experience.

API Availability and Developer Resources

With Amazon Connect, developers can use available APIs to extend their capabilities, integrate with external systems, and build a custom solution to meet your business requirements.

Genesys also offers API availability and developer resources to extend the capabilities to integrate with external systems and build custom solutions to meet your business requirement.

Amazon Connect Vs Genesys: Security and Compliance

Let’s discuss how Genesys provides better security features than Amazon Connect:

Data Encryption and Privacy Measures

Amazon Connect doesn’t use proper data encryption and privacy measures rather, it uses the security features of the AWS cloud infrastructure.

But on the other hand, Genesys is designed with security and compliance in mind. It generally uses encryption and logical isolation to protect customer and business data.

Compliance With Industry Regulations 

Amazon Connect is not in compliance with industry regulations such as HIPAA or GDPA, but Genesys always follows the best international practices and standards, which shows its commitment to compliance.

Security features

There are no specific features, such as multi-factor authentication or role-based access control that Amazon Connect offers for security.

However, Genesys has a comprehensive security approach, including multi-factor authentication and role-based access control. Also, with Genesys, you get a dedicated security and compliance team.

Amazon Connect Vs Genesys: Customer Support

Both Amazon Connect and Genesys provide customer support that effectively resolves user issues. However, Amazon Connect’s support is more focused on technical issues, while Genesys focuses on both technical and security concerns.

Amazon Connect provides an interface to customers for easy access to customer support and quick resolution to user issues. In the case of Genesys, it has easy-to-access customer support and a dedicated security team to address security concerns.

Amazon Connect Vs Genesys: User Reviews

User reviews highlight Amazon Connect and Genesys’ strengths and areas for them to improve. Also, it reflects user experience and satisfaction.

In case of the Amazon Connect, it has an analysis rating of 91 and a user sentiment rating of ‘excellent’. Users have praised Amazon Connect’s high-quality audio features, remote work capabilities, and many more.

However, some users raised concerns about its lack of adaptability, problems with connectivity, and reliability and have highly criticized the graphical user interface when it comes to the case of quickly performing actions.

In the case of Genesys, it has an analysis rating of 84 and a user sentiment rating of ‘great’. Users have praised Genesys for its omnichannel contact center solution, seamless interactions, customer support, security features, and many more.

However, some users have highlighted areas for improvement, such as reporting limitations, system update impacts, lag and performance issues, workforce management tools complexity, and many more.

Genesys Vs Amazon Connect: Pros & Cons

The comparison between Genesys and Amazon is not complete without discussing their pros and cons. So, here are some of the pros and cons of them:

Pros of Amazon Connect

Some advantages of Amazon Connect are:

• Reliability: One of the great things about Amazon Connect is its reliability. Unlike some other cloud call center providers that have experienced frequent downtimes, Amazon Connect offers a high level of dependability, which ensures a stable and consistent experience.

• Cost: Amazon Connect is an affordable option because you only pay for the minutes you spend talking to customers over the phone. That means its pricing is reasonable and provides good value for the service you receive.

• Easy Integration With Other AWS Services: With Amazon Connect, you can seamlessly integrate with various other AWS services, making it easy to connect with features like text-to-speech, speech bots, built-in voice recording, and single sign-on, eliminating the need for any additional tools or setup.

• Quick To Roll Out And Easy To Manage: In Amazon Connect, setting up the basic call distribution features is a relatively quick process. It offers a user-friendly drag-and-drop call routing feature in the browser making it easy to configure.

• Programmable: As with other AWS services, Amazon Connect provides extensive programmability. You have the flexibility to develop and execute web services within AWS and seamlessly integrate them with Amazon Connect. 

Cons of Amazon Connect

Some disadvantages of Amazon Connect are:

• Lack of adaptability: The biggest drawback of Amazon Connect is its lack of adaptability, as its features are very limiting. So, to include a new feature, you need to add additional integration.

• Unpredictable Pricing: Amazon Connect’s costs are very unpredictable as you need to integrate other AWS services, such as pay-as-you-use services. Due to this, you can start to get higher and higher monthly bills.

• No Dial Plans: There is no concept of dial plans. That means you can only receive and make calls via a public telephony network.

• Inadequate Interface: The agent interface is very basic, and the user interface is poorly designed, which fails to provide a proper user experience that increases the call handle time.

Pros of Genesys

Some advantages of Genesys are:

• Scalability: Genesys Cloud is designed to handle large-scale operations. It provides consistent performance and is reliable even during peak periods. With Genesys, you can handle a significant volume of customer demand without any practical limits.

• Rapidly Deploy Innovations: With Genesys, you consistently get small batches of improvements without causing interruptions or downtime. As a result, you can enjoy new features quickly and easily and launch them with just a click of a button. This rapid deployment gives you a competitive edge.

• Bring Your Business Units Together: You must understand that Genesys is compatible with both on-premises and cloud-based systems. This compatibility will allow you to connect both your customized and commercial systems. With this, you get control over how data is retrieved and synchronized between your systems.

• Build Exactly What You Need: If you need to make more complex changes, the Genesys cloud platform offers you simple customization options. With it, you can integrate with popular CRM systems like Salesforce effortlessly. You also have the capability to create almost any custom integration or application.

Cons of Genesys

Some disadvantages of Genesys are:

• Inflexible Reporting: The reporting feature is somewhat rigid and is challenging to customize to specific customer’s needs.

• System Inconsistencies: Sometimes updating the system creates a temporary issue with the internal system, such as specific configurations might not work as expected.

• Cloud Dependent: Sometimes, users can experience lag due to Genesys’ cloud-based nature because when there is a high demand, it puts pressure on the internet bandwidth.

• Complex Tool: The workforce management tools of Genesys are complex, as they have many layers that make schedule creation for agents more difficult.

Amazon Connect Vs Genesys: Which CCaaS Platform Is Better?

There’s no doubt that both Amazon and Genesys are major players in the customer experience and technology field. With both, you get offers of a wide range of tools to enhance your customer experience strategy.

Will you choose Amazon or Genesys? It doesn’t matter; both will give you access to advanced features like omnichannel conversations.

If you choose Amazon, it provides you with a powerful contact center environment that helps you with global scaling and unlimited growth. With it, you can easily set up your agents and adjust the scale based on demand. 

Also, if you can’t find the specific functionality you need within Amazon Connect, it gives you the option to access partner connections for services like service desk management or workforce optimization.

On the other hand, Genesys Cloud CX will give you a more comprehensive solution that is more than just a contact center. Even though you can integrate various tools with Genesys, it already includes several complementary capabilities within its software package.

Finally, Amazon delivers a user-friendly cloud contact center with excellent uptime and reliability, whereas Genesys offers flexible tools to ensure your company is prepared to serve the next generation of customers.

A Better Choice: KrispCall

If you are not satisfied with Amazon Connect and Genesys due to their limitations and want other alternatives, use KrispCall. It is a cloud Telephony system for modern businesses that provides advanced features for rapid growth. With KrispCall, you can easily obtain toll-free, local, mobile, and national phone numbers in more than 100 countries.

Also, you can make calls or send text messages instantly, keep track of call recordings, integrate with CRM system, and many more.

KrispCall is both cost-effective and efficient, and the most important reasons to use KrispCall over Amazon Connect and Genesys are:

• Amazon Connect lacks a visually appealing user interface, which affects the user experience. However, KrispCall has a very easy-to-use user interface.

• Sometimes, updating the Genesys system creates a temporary issue with the internal system, which is not the case in KrispCall. It is easy to update and use.

• Sometimes users can experience lag due to Genesys’ cloud-based nature because when there is a high demand that puts pressure on the internet bandwidth. In KrispCall, communication is always smooth and clear.

• Amazon Connect’s costs are very unpredictable with its pay-as-you-go and can add up to become expensive. Also, Genesys is expensive, with a $75, $95, $135 per month package. But KrispCall has very affordable pricing, starting at a low price of $15/month.

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Final Thoughts

In conclusion, both Genesys and Amazon provide an amazing platform to improve your business’s contact center environment. These tools allow you to engage with your audience through various channels, monitor important business operations, and gather valuable data about your customer journey.

Moreover, both Genesys and Amazon prioritize reliability to provide you an uninterrupted conversations, regardless of any potential issues. When it comes to modern cloud contact centers, both are excellent options. The choice ultimately depends on what suits your specific needs and preferences.

If you are looking for a better option than both, then KrispCall should be your go-to option. KrispCall has all the features and benefits of a near-complete CCaaS that you (as a business owner) should check out.