Amazon Connect vs Genesys Cloud: Omni-Channel Conversations

Rebekah Carter

Choosing the ultimate contact centre

Amazon Genesys Reviews
Amazon Connect vs Genesys Cloud: Omni-Channel Conversations

Finding the right contact centre technology for your business can sometimes feel like an impossible challenge. With so many high-performing tools out there, narrowing down your options isn’t easy, but making the right choice is crucial to the future of your CX strategy. 

Amazon, one of the best-known technology companies in the world, has its own cloud-based contact centre solution called “Amazon Connect”. Connect is an omni-channel offering intended to support the ever-evolving customer journey. Genesys, a leading name in customer experience and support, provides the amazing Genesys Cloud CX. An omni-channel cloud contact centre with tools to boost agent productivity and customer satisfaction. 

Today, we’re going to take a closer look at both of these high-performing tools, to help you decide whether you need Amazon or Genesys for your business. 

Amazon Connect Features 

Amazon Connect, built on the phenomenal AWS ecosystem, is an easy-to-use omni-channel solution connecting chat, video, voice, and employee management into one pane of glass. With Amazon Connect, companies can build a flexible, AI-enhanced ecosystem for interacting with their clients, which scales naturally to suit demand.  

Amazon Connect benefits from a simple and quick setup, so you can conveniently bring new agents onboard whenever you need them. There’s a handy interface that agents can access across multiple devices, machine learning for customer insights, and extensive reporting too. To make the whole experience even more flexible, Amazon also has a number of partners working with the Connect platform, for your hardware and additional software needs. Features of Amazon Connect include: 

  • Omni-channel conversations via SMS, video, chat, and voice 
  • Intelligent routing with skills-based AI insights 
  • Chat on web, and mobile, with NLU bots 
  • Virtual assistants for employee support 
  • Amazon Connect Tasks for task management 
  • Automation workflows and features 
  • Voice authentication with AI 
  • Exceptional outbound and inbound calling 
  • Comprehensive cross-device control panel 
  • Sentiment and speech analytics 
  • Unified customer profiles and CRM integration 
  • Custom dashboards with KPI monitoring 
  • Call recording  
  • Salesforce service cloud integration 
  • Partner integrations for WFO and WFM technology 

Amazon’s ultra-intelligent approach to contact centre technology makes it easier for companies to create the immersive experiences their customers are looking for. This omni-channel environment is brimming with tools to ensure a better employee and customer experience. For anything not included within the Connect portfolio, you’ll have access to endless partners and integrators capable of delivering things like workforce optimisation tools or recording features. 

Genesys Cloud CX Features 

Produced by one of the market leaders in the customer experience and satisfaction landscape, Genesys Cloud CX is a fantastic all-in-one CCaaS solution. This omni-channel platform will bring your agents face-to-face with customers across a range of channels, from voice and video to instant messaging. 

Similar to Amazon Connect, Genesys Cloud CX provides a host of immersive analytics, to help give you a better insight into the customer journey. There are also self-service solutions like chatbots and virtual agents, so you can reduce some of the pressure on your teams. With CRM integrations and in-built workforce management tools, Genesys truly covers everything. Features of the Genesys Cloud CX solution include: 

  • AI insights and assistants for agents 
  • Chatbots and self-service tools for customers 
  • Custom chat experiences across multiple platforms 
  • Immersive productive analytics 
  • Task suggestions and next-best-practice guidance 
  • Integrations with CRM software and other tools 
  • Co-browsing to help with insights into customer issues 
  • Inbound contact centre skill-based routing 
  • WhatsApp, Facebook Messenger, and Apple Business chat 
  • Screen pops and agent notifications 
  • Outbound predictive and progressive dialling 
  • Workforce management forecasting and scheduling 
  • Automated customer call-back 
  • SMS notifications and push notifications 
  • Real-time and historical metrics tracking 
  • Training system guidance 
  • Supervisor tools (barge-in and monitoring) 

Genesys Cloud CX offers a comprehensive environment for inbound and outbound contact centre management. This complete range of cloud-based tools ensures every business owner can track not just the details of their customer service interactions, but the processes team members use to really delight each client. Genesys can even integrate with a host of tools other cloud-based contact centres overlook, like WhatsApp and Facebook Messenger. 

Genesys Cloud CX or Amazon Connect: Which Is Best? 

There’s no denying both Amazon and Genesys are giants in the customer experience and technology landscape. Both companies can provide an extensive range of tools for your customer experience strategy. With Amazon and Genesys, you get state-of-the-art omni-channel conversations your agents can track in a unified inbox. There’s also access to a host of bonus tools from each provider, like AI analytics, predictive insights, and endless integrations.  

Amazon offers a comprehensive contact centre environment for companies looking for global scale and unlimited growth. It’s easy to provision your agents and scale according to demand. There’s also plenty of access to partner connections if you can’t find the functionality you need for things like service desk management or workforce optimisation in the Connect space itself. 

Genesys Cloud CX is a slightly more comprehensive solution for companies looking for more than just a contact centre. If you want to go beyond handling inbound and outbound calls and start managing your hybrid and remote teams more effectively too, Genesys has you covered. While this system can still integrate with a wide range of tools, it also has various complementary capabilities built into the software pack already.  

While Amazon delivers a super easy-to-use cloud contact centre backed by incredible uptime and peace of mind, Genesys provides ultra-flexible tools to ensure your company is ready to serve the next generation of customers.  

Choosing Your Contact Centre 

Ultimately, both Genesys and Amazon will deliver incredible opportunities for business leaders looking to upgrade their contact centre environment. You can use these tools to connect with your audience on a range of different channels, track crucial business processes, and even collect more data about your customer journey.  

At the same time, both Genesys and Amazon offer excellent peace of mind, with fantastic uptime performance and failsafe guarantees to keep your conversations running smoothly, no matter what happens. For the modern cloud contact centre, both Amazon and Genesys are excellent choices. It all comes down to what’s right for you.  



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