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10 DIFFERENCES ยท 5 THE SAME

Amazon Connect vs Genesys Cloud

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SHORT ANSWER

Amazon Connect and Genesys Cloud both meet every requirement for support call queues, IVR self-service and queue callback. The biggest differences in the data: Amazon Connect costs 99% less for support call queues at 25 users and Amazon Connect costs 99% less for queue callback at 25 users.

Both meet every requirement for

Choose Amazon Connect if

  • - You want the lower cost for support call queues at 25 users: $28 a month against $1,875.
  • - You want the lower cost for queue callback at 25 users: $28 a month against $1,875.
  • - You want the lower cost for IVR self-service at 10,000 minutes/month: $28 a month against $375.
  • - Amazon Connect includes native CRM integration in the base plan; on Genesys Cloud it is add-on.

Differences 10

FieldAmazon ConnectGenesys Cloud
COSTSupport call queues: monthly cost at 25 users$28/mo$1,875/mo
COSTIVR self-service: monthly cost at 10,000 minutes/month$28/mo$375/mo
COSTQueue callback: monthly cost at 25 users$28/mo$1,875/mo
COSTPricing modelPer minutePer user per month
FEATURESNative CRM integrationIncludedAdd-on
FEATURESReal-time queue wallboardsIncludedUnknown
FEATURESSpeech recognition in IVRUnknownIncluded
COMPLIANCEHIPAA BAAUnknownIncluded
COMPLIANCESOC 2 Type IIUnknownIncluded
INTEGRATIONSNative integrations2 native3 native

Amazon ConnectGenesys Cloud

Assumptions used: Message volume when the page is not sized by messages 2,000 messages per month (stated assumption); Team size when the page is not sized by users 5 users (stated assumption). How costs are computed

The same on both 5

FieldAmazon ConnectGenesys Cloud
FEATURESCall queuesIncludedIncluded
FEATURESCallback instead of waiting in queueIncludedIncluded
FEATURESSkills-based routingIncludedIncluded
FEATURESCall recordingIncludedIncluded
FEATURESMulti-level IVR menusIncludedIncluded