Finding the right contact centre technology for your business can sometimes feel like an impossible challenge. With so many high-performing tools out there, narrowing down your options isn’t easy, but making the right choice is crucial to the future of your CX strategy.
Amazon, one of the best-known technology companies in the world, has its own cloud-based contact centre solution called “Amazon Connect”. Connect is an omni-channel offering intended to support the ever-evolving customer journey. Genesys, a leading name in customer experience and support, provides the amazing Genesys Cloud CX. An omni-channel cloud contact centre with tools to boost agent productivity and customer satisfaction.
Today, we’re going to take a closer look at both of these high-performing tools, to help you decide whether you need Amazon or Genesys for your business.
Amazon Connect Features
Amazon Connect, built on the phenomenal AWS ecosystem, is an easy-to-use omni-channel solution connecting chat, video, voice, and employee management into one pane of glass. With Amazon Connect, companies can build a flexible, AI-enhanced ecosystem for interacting with their clients, which scales naturally to suit demand.
Amazon Connect benefits from a simple and quick setup, so you can conveniently bring new agents onboard whenever you need them. There’s a handy interface that agents can access across multiple devices, machine learning for customer insights, and extensive reporting too. To make the whole experience even more flexible, Amazon also has a number of partners working with the Connect platform, for your hardware and additional software needs. Features of Amazon Connect include:
- Omni-channel conversations via SMS, video, chat, and voice
- Intelligent routing with skills-based AI insights
- Chat on web, and mobile, with NLU bots
- Virtual assistants for employee support
- Amazon Connect Tasks for task management
- Automation workflows and features
- Voice authentication with AI
- Exceptional outbound and inbound calling
- Comprehensive cross-device control panel
- Sentiment and speech analytics
- Unified customer profiles and CRM integration
- Custom dashboards with KPI monitoring
- Call recording
- Salesforce service cloud integration
- Partner integrations for WFO and WFM technology
Amazon’s ultra-intelligent approach to contact centre technology makes it easier for companies to create the immersive experiences their customers are looking for. This omni-channel environment is brimming with tools to ensure a better employee and customer experience. For anything not included within the Connect portfolio, you’ll have access to endless partners and integrators capable of delivering things like workforce optimisation tools or recording features.
Genesys Cloud CX Features
Produced by one of the market leaders in the customer experience and satisfaction landscape, Genesys Cloud CX is a fantastic all-in-one CCaaS solution. This omni-channel platform will bring your agents face-to-face with customers across a range of channels, from voice and video to instant messaging.
Similar to Amazon Connect, Genesys Cloud CX provides a host of immersive analytics, to help give you a better insight into the customer journey. There are also self-service solutions like chatbots and virtual agents, so you can reduce some of the pressure on your teams. With CRM integrations and in-built workforce management tools, Genesys truly covers everything. Features of the Genesys Cloud CX solution include:
- AI insights and assistants for agents
- Chatbots and self-service tools for customers
- Custom chat experiences across multiple platforms
- Immersive productive analytics
- Task suggestions and next-best-practice guidance
- Integrations with CRM software and other tools
- Co-browsing to help with insights into customer issues
- Inbound contact centre skill-based routing
- WhatsApp, Facebook Messenger, and Apple Business chat
- Screen pops and agent notifications
- Outbound predictive and progressive dialling
- Workforce management forecasting and scheduling
- Automated customer call-back
- SMS notifications and push notifications
- Real-time and historical metrics tracking
- Training system guidance
- Supervisor tools (barge-in and monitoring)
Genesys Cloud CX offers a comprehensive environment for inbound and outbound contact centre management. This complete range of cloud-based tools ensures every business owner can track not just the details of their customer service interactions, but the processes team members use to really delight each client. Genesys can even integrate with a host of tools other cloud-based contact centres overlook, like WhatsApp and Facebook Messenger.