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Amazon Connect vs. Genesys Multicloud CX (discontinued)

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Amazon Connect

45 Reviews and Ratings

Genesys Multicloud CX (discontinued)

343 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.7 out of 10
    		N/ALaunched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

    $0

    per profile/per month

    Genesys Multicloud CX (discontinued)

    Score8 out of 10
    		N/AGenesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
    Pricing
    Amazon ConnectGenesys Multicloud CX (discontinued)
    Editions & Modules
    Customer Profiles
    $0.0025
    per profile/per month
    Chat
    $0
    per message
    Contact Lens (5 million+ monthly minutes)
    $0.0125
    per minute
    Contact Lens (first 5 million monthly minutes)
    $0.015
    per minute
    Voice
    $0.02
    per minute
    Voice ID
    $0.025
    per transaction
    Tasks
    $0.04
    per task
    No answers on this topic
    Offerings
    Pricing Offerings
    Amazon ConnectGenesys Multicloud CX (discontinued)
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Amazon ConnectGenesys Multicloud CX (discontinued)
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Genesys Multicloud CX (discontinued)
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Genesys Multicloud CX (discontinued)
    9.2
    118 Ratings
    Agent dashboard5.04 Ratings10.0109 Ratings
    Validate callers7.04 Ratings10.096 Ratings
    Outbound response7.04 Ratings9.099 Ratings
    Call forwarding7.04 Ratings8.089 Ratings
    Click-to-call (CTC)7.04 Ratings9.083 Ratings
    Warm transfer9.04 Ratings10.0105 Ratings
    Predictive dialing5.03 Ratings9.281 Ratings
    Interactive voice response6.04 Ratings10.0106 Ratings
    REST APIs9.03 Ratings10.099 Ratings
    Call scripts5.04 Ratings9.075 Ratings
    Call tracking7.04 Ratings10.0103 Ratings
    Multichannel integration9.04 Ratings9.9105 Ratings
    CRM software integration9.04 Ratings5.199 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Genesys Multicloud CX (discontinued)
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Genesys Multicloud CX (discontinued)
    8.5
    107 Ratings
    Inbound call routing9.04 Ratings9.0100 Ratings
    Omnichannel inbound routing5.04 Ratings10.092 Ratings
    Recording7.04 Ratings8.980 Ratings
    Quality management7.04 Ratings8.080 Ratings
    Call analytics3.04 Ratings8.088 Ratings
    Historical reporting5.04 Ratings10.0103 Ratings
    Live reporting5.04 Ratings9.0100 Ratings
    Customer surveys5.04 Ratings6.864 Ratings
    Customer interaction analytics5.04 Ratings7.073 Ratings
    User Ratings
    Amazon ConnectGenesys Multicloud CX (discontinued)
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.0
    (147 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    7.9
    (26 ratings)
    Usability
    -
    (0 ratings)
    6.9
    (18 ratings)
    Availability
    -
    (0 ratings)
    8.0
    (4 ratings)
    Performance
    -
    (0 ratings)
    7.1
    (4 ratings)
    Support Rating
    -
    (0 ratings)
    8.6
    (21 ratings)
    In-Person Training
    -
    (0 ratings)
    8.1
    (3 ratings)
    Online Training
    -
    (0 ratings)
    7.3
    (2 ratings)
    Implementation Rating
    -
    (0 ratings)
    3.8
    (11 ratings)
    Configurability
    -
    (0 ratings)
    6.5
    (3 ratings)
    Ease of integration
    -
    (0 ratings)
    1.4
    (4 ratings)
    Product Scalability
    -
    (0 ratings)
    7.3
    (4 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.3
    (2 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.3
    (2 ratings)