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Deliver experiences your customers will love

Get the power of conversational AI from
Genesys Cloud and AWS

The global leaders in cloud contact center software and enterprise cloud platform have come together to boost personalized self-service experiences and improve operational efficiency while enhancing overall customer satisfaction.

Use the combination of Amazon Web Services (AWS) natural language processing and Genesys to capture customer intent in real time. Create better conversational AI experiences supported by Lex bots and Kendra search integration.

Genesys Cloud and AWS CCI: Deliver better answers, faster

Deliver personalized customer experiences at scale with the combined power of the Genesys Cloud™ platform and AWS Contact Center Intelligence (CCI) accelerators for self-service.


Offer better answers

AI-powered voicebots and chatbots give customers the fast answers they want on the channels they choose. Or customers can be seamlessly transferred to an agent, when needed. The AWS CCI self-service accelerator uses Amazon Lex conversational artificial intelligence (AI) and Amazon Kendra enterprise search service, so you can provide better answers faster.

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Improve operational efficiency

Answer common customer queries quickly with voicebots and chatbots armed with information from FAQs or knowledge articles. Blend AI and human resources seamlessly to serve customers while maintaining context from past interactions. Freeing up agents from repetitive tasks improves efficiency and overall performance while decreasing operational costs.

Intelligent automated routing

Orchestrate bots across channels

Create and orchestrate bots for every channel, all from Genesys Cloud. A simple drag-and-drop tool lets you decide on the best customer experience workflow and manage all your AI automation and live agent interactions. Choose fully automated interactions, or only partial automation, where customers seamlessly transition to a live agent.

Personalized experiences. Increased efficiency. Reduced costs.

Seamlessly blending AI and agents reduces agent frustration and lets you better optimize your resource pool capacity. With Genesys Cloud and AWS CCI, you can easily create and orchestrate bots for every channel and provide the end-to-end context that reduces customer frustration. This means you’ll reduce costs and have happier agents and happier customers.

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"More and more consumers are relying on automated methods to interact with brands, especially in today’s retail environment where online shopping is taking a front seat. The Genesys Cloud and Amazon Web Services (AWS) integration will make it easier to leverage conversational AI so we can provide more effective self-service experiences for our customers."

Aarde Cosseboom

Senior Director of Global Member Services Technology, Analytics and Product

TechStyle Fashion Group

Learn more about Genesys and AWS CCI

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Get the power of conversational AI from Genesys Cloud and AWS

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AppFoundry Amazon Lex-Kendra integration

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