Amazon Connect vs Genesys Cloud CX comparison

Amazon Web Services (AWS) and Genesys are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Genesys is ranked #2 with an average rating of 8.8. Amazon Web Services (AWS) holds a 13.2% mindshare in CCP, compared to Genesys’s 13.7% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Amazon Connect

Read 25 Amazon Connect reviews

3,042 Views
1,825 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 14 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Amazon Connect

Genesys Cloud CX

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 21, 2025

Genesys Cloud CX and Amazon Connect compete in the contact center solutions category. Genesys Cloud CX has a slight edge due to its robust omnichannel deployments and user control, whereas Amazon Connect is notable for its seamless AWS integrations and cost-effective scalability.

Features: Genesys Cloud CX is known for its near-perfect availability, efficient IVR deployment using drag-and-drop, and seamless integration with multiple platforms, making it ideal for complex task handling. On the other hand, Amazon Connect integrates well with AWS services, enabling quick contact center setups, and offers a flexible pay-as-you-go model, enhancing scalability and financial efficiency.

Room for Improvement: Genesys Cloud CX could focus on upgrading process automation, enhancing integration capabilities, and providing better control over troubleshooting processes. Amazon Connect could improve its pricing model for clients with smaller data usage, enhance AI features, and expand native channel support. It also faces challenges with potential cost increases due to AWS service integrations.

Ease of Deployment and Customer Service: Genesys Cloud CX supports public, on-premises, and hybrid environments and boasts robust, high-rated technical support, although some users experience speed and response time issues. Amazon Connect, primarily a public cloud service, offers simple AWS product integration and straightforward setup, though its customer service may lack the nuanced support seen with Genesys Cloud.

Pricing and ROI: Genesys Cloud CX, while often viewed as expensive, justifies its costs with comprehensive features and flexible licensing, leading to high user ROI satisfaction despite initial expenses. In contrast, Amazon Connect's pay-as-you-go model is generally seen as more budget-friendly for scalable needs, though it may incur higher costs with more complex implementations. Its ROI benefits from deep integration into the AWS ecosystem and adaptable service offerings.

To learn more, read our detailed Amazon Connect vs. Genesys Cloud CX Report (Updated: January 2026).

Buyer's Guide

Amazon Connect vs. Genesys Cloud CX

January 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

5.1

Amazon Connect offers cost efficiency, global connectivity, and high user satisfaction, making it ideal for businesses with existing CRM systems.

Sentiment score

5.5

Genesys Cloud CX boosts profit margins and satisfaction through improved interactions, cost-effectiveness, and enhanced global capabilities despite price increases.

It is one of the three most valuable contact center applications available nowadays.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

For more quotes and insights, download the Genesys Cloud CX report

Customer Service

Sentiment score

6.2

Amazon Connect support is efficient yet varies in response times, with mixed ratings from seven to nine out of ten.

Sentiment score

7.3

Genesys Cloud CX support is responsive and helpful, with variability; larger clients often receive better assistance.

Globally, there are not enough engineers with sufficient experience with Amazon Connect.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Support is available via web, phone, and email based on incident priority.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

Amazon Connect's customer support team is generally very good.

Jamie Elms

DevOps engineer at Mission Labs

For more quotes and insights, download the Amazon Connect report

The impact of the real-time dashboards on the decision-making processes is excellent.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Scalability Issues

Sentiment score

6.7

Amazon Connect provides seamless scalability for diverse global operations, efficiently handling high traffic and fluctuating demand for cost savings.

Sentiment score

7.3

Genesys Cloud CX is scalable and efficient for large call centers, user-friendly, and supports thousands of agents smoothly.

This is a serverless service, so it will automatically scale to any number of calls that you need or require.

Noel Perez

Cloud specialist at Outplex

Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

It is a native feature that AWS has because scalability is part of the nature of this product.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Stability Issues

Sentiment score

7.4

Amazon Connect is praised for its strong stability, reliable uptime, and robust infrastructure, ensuring minimal disruptions and seamless performance.

Sentiment score

7.5

Genesys Cloud CX is stable and reliable, with AWS support, though occasional call consistency and support delays are noted.

There have been no outages experienced so far.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

Regarding the stability of Amazon Connect, in my case, the stability is 100%.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

For more quotes and insights, download the Genesys Cloud CX report

Room For Improvement

Amazon Connect users seek better pricing, integrations, scalability, reporting, security, call quality, and expanded features for improved service.

Genesys Cloud CX needs more flexible pricing, improved AI, enhanced outages handling, and better integration and customization options.

Integrated voice and SMS from the console.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

Support for that specific service for Amazon Connect is basically non-existent.

Noel Perez

Cloud specialist at Outplex

The cost of the product is somewhat expensive.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

Setup Cost

Amazon Connect's pay-as-you-go model is cost-effective and flexible, though costs vary with usage, integrations, and geographic location.

Genesys Cloud CX pricing varies by licensing and needs, offering value and flexibility with negotiable, tiered pricing and additional integration costs.

Rated four out of ten in terms of expense.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

In general, I would say that Amazon Connect is expensive, as it is above average.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Valuable Features

Amazon Connect simplifies contact center management with integration, AI, omnichannel support, customizable features, and accessible operations.

Genesys Cloud CX enhances efficiency with omni-channel support, AI, integration, analytics, and user-friendly features for improved customer engagement.

The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

For more quotes and insights, download the Genesys Cloud CX report

Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

AI Customer Experience Personalization (1st), AI Customer Support (1st)

Genesys Cloud CX

Ranking in Contact Center Platforms

2nd

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (3rd)

Mindshare comparison

As of February 2026, in the Contact Center Platforms category, the mindshare of Amazon Connect is 13.2%, down from 26.9% compared to the previous year. The mindshare of Genesys Cloud CX is 13.7%, down from 23.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Amazon Connect	13.2%
Genesys Cloud CX	13.7%
Other	73.1%

Contact Center Platforms

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

Read full review

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

Omnichannel contact center has supported global healthcare calls and improves SLA-backed support

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently. Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Financial Services Firm

11%

Manufacturing Company

Insurance Company

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	7

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

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What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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What needs improvement with Genesys Cloud?

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Ge...

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Comparisons

Five9 vs Amazon Connect

Compared 16% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 10% of the time

NICE CXone vs Amazon Connect

Compared 9% of the time

Zendesk Messaging vs Amazon Connect

Compared 5% of the time

Vonage Contact Centers vs Amazon Connect

Compared 4% of the time

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NICE CXone vs Genesys Cloud CX

Compared 9% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 4% of the time

Avaya Infinity Platform vs Genesys Cloud CX

Compared 4% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Amazon Connect

February 2026

Download Amazon Connect product report

Buyer's Guide

Genesys Cloud CX

February 2026

Download Genesys Cloud CX product report

Also Known As

AWS Connect

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Buyer's Guide

Amazon Connect vs. Genesys Cloud CX

January 2026

Free Report: Amazon Connect vs. Genesys Cloud CX

Find out what your peers are saying about Amazon Connect vs. Genesys Cloud CX and other solutions. Updated: January 2026.

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