Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Genesys Cloud Workforce Management
Genesys Cloud Workforce Management
6.7#17 in capacity planning softwareFrom $155 a monthAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Genesys Cloud Workforce Management |
|---|---|---|
| Founded | 2017 | 1990 |
| Headquarters | Seattle, Washington | 1302 El Camino Real, Suite 300, Menlo Park, California, United States |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Genesys says its AppFoundry marketplace offers over 600 apps and integrations, including CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics and Zendesk. |
Amazon Connect plans
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
Genesys Cloud Workforce Management plans
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
- Genesys Cloud CX 1 or CX 2 with WFM add-onPriced on request
Pick Amazon Connect if…
Amazon Connect Customer is aimed at enterprises delivering customer experiences across multiple touchpoints. Its channel coverage and agent features also suit teams coordinating automated and human assistance.
Pick Genesys Cloud Workforce Management if…
It is intended for contact-center planners, forecasters, managers, and supervisors who need to align staffing with business goals and employee flexibility. It also suits teams needing schedule adherence and intraday capacity management.