Why are so manyGenesys customers switchingto Amazon Connect?
Discover the key advantages that are driving thousands of businesses to make the switch
| Comparison Categories | Gn Genesys Legacy Platform | Amazon Connect Cloud-Native Platform |
|---|---|---|
Pricing | Expensive with Long-Term Contracts Pricing can be higher and less transparent due to per-user costs often requiring a long-term contract and commitment. | Pay-as-You-Go Flexible, pay-as-you-go model that is highly cost-effective. |
AI & Productivity | Closed AI Ecosystem Genesys operates a closed AI ecosystem, locking you into its proprietary natural language engine and preventing you from integrating best-in-class alternatives. | Native AI Ecosystem Deeply native AI ecosystem and a unified, cloud-first platform that drives operational efficiency and seamlessly integrates with a suite of best-in-class, cloud-native AWS AI Services. |
Unified Customer Experience | Fragmented Due to its history of expansion through acquisitions, Genesys's platform can feel less unified, potentially creating a fragmented and inconsistent experience for the end customer. | Unified AI-Native Platform Unified, AI-native platform with powerful integration capabilities, which can drive more personalized and efficient customer interactions. |
Migration & Support | Costly Overhaul Genesys platforms are typically burdened with deep customizations, making migration far more complex than a simple 'lift-and-shift' and instead necessitating a full, ground-up reimplementation. | Comprehensive Support Amazon's comprehensive platform and robust network of partners create a smoother, more automated migration process. |
Consistently outperforms Genesys across all key metrics and user satisfaction scores
Predictable costs with Pay-Per-Usage Pricing
Only pay for what you use with transparent, usage-based pricing
Advanced AI for Experience & Productivity
Native AI capabilities that enhance both agent and customer experiences
Unified Customer Experience
Seamless omnichannel interactions across all touchpoints
Seamless Migration and Support
Expert-guided migration with comprehensive ongoing support
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