Since 2017, AWS has supported Genesys in its CCaaS venture, giving the vendor access to its microservices architecture.
Yet, as AWS has evolved its Amazon Connect solution – taking on Genesys at the top-end of the CCaaS market – some would have expected this alliance to have wavered.
Instead, the two businesses signed a Strategic Collaboration Agreement (SCA) last month to double down on their partnership. This is both a joint development and a go-to-market agreement.
Why? "To help organizations create exceptional experiences through deeper coordination of technologies and intelligent, automated solutions," according to the press release.
Nevertheless, the move may seem odd as they are direct CCaaS competitors.
In 2017, that was not quite the case. At this time, Amazon Connect was a set of building blocks that developers could arrange to create a differentiated offering. Meanwhile, Genesys went to market with more of a complete offering.
As such, there was a lot of logic in the partnership – as brands pick the option best suited to them.
Yet, as the years rolled on, AWS recognized the desire in the market for connected CCaaS offerings and now also offers pre-built solutions.
As it did so, the vendor added many base CCaaS functionalities and is now catching up with market leaders, as the latest Gartner Magic Quadrant highlights.
So, why strengthen the partnership with one of its most prominent market rivals? Scratch below the surface, and there are incentives for both.
The Incentives for Genesys
Being part of the AWS marketplace offers Genesys an opportunity to expand its footprint and engage a new batch of prospective customers.
In doing so, it may highlight the depth of its CCaaS capabilities, some of which go beyond what Amazon Connect currently offers.
An example of this is in the native WFO solutions. While Amazon Connect is catching up here - rolling out new workforce management tools last year – Genesys offers a deeper AI-powered portfolio.
Interestingly, Genesys developed this AI on AWS and may use it to differentiate itself from Amazon Connect and attract enterprise customers.
As Rebecca Wetteman, Principal at Valoir, said in conversation with CX Today:
It’s a great way for Genesys to look at the uninitiated AWS audience and make it clear to them that they may need both.
As a result, teaming up with AWS may allow Genesys to present itself as the premium, enterprise-grade player in the marketplace.
Moreover, now Genesys is channelling all its resources into its Cloud CX offering, the move may be a tactic for Genesys to tie itself closer to Amazon Cloud.
