You can improve your Genesys Cloud connection by using Amazon Web Services (AWS) Direct Connect to set up a dedicated connection between your on-premises network and the AWS hosted Genesys Cloud service. Doing so improves the quality of your connection to Genesys Cloud by allowing you to cut out an Internet service provider as an intermediary.

More specifically, AWS Direct Connect links your on-premises network to an AWS Direct Connect location over a high-speed Ethernet fiber-optic cable. With this connection in place, you can create public virtual interfaces directly to the AWS cloud, bypassing Internet service providers in your network path. An AWS Direct Connect location provides access to all AWS regions except AWS China (Beijing).

Note: When setting up a virtual interface, it is important to remember that you must select a public virtual interface. Genesys Cloud is not compatible with the private virtual interface.

For example, you can provision a single connection in AWS region us-east-1 and access public AWS services in region ap-southeast-2 using the Direct Connect connection. 

Genesys recommends that you read both Amazon’s AWS Direct Connect User Guide and Amazon’s AWS Direct Connect FAQs before starting an implementation. 

AWS account

To use AWS Direct Connect, you must have an AWS account. If you have an existing AWS account, you can use it. If you don’t have one, you can create an AWS account on your own or you can work with an AWS Partner. For more information, see Amazon’s Create an AWS account page or the AWS Partner Network page.

AWS CloudFront caveats

Genesys Cloud uses various different AWS services. One service in particular is AWS CloudFront. For more information, see Amazon’s AWS CloudFront page.

Although Genesys Cloud has tested compatibility with AWS Direct Connect and AWS CloudFront, there are certain limitations and requirements that you must consider when you implement this technology. 


The AWS CloudFront service allows your Genesys Cloud organization to connect to an AWS CloudFront Edge that is in closest proximity to your location. This service provides you with quicker responses and less latency while retrieving Genesys Cloud content hosted in AWS. However, AWS manages CloudFront and as such Genesys Cloud cannot provide connections to specific AWS CloudFront Edge endpoints.

AWS has stated that some AWS CloudFront Edge locations are not available across AWS Direct Connect due to the CloudFront Edge location not being on the AWS backbone. Unfortunately, AWS does not provide a list of which CloudFront Edge locations are unavailable on AWS Direct Connect. 


To use a Direct Connect connection with Genesys Cloud effectively, you must have Internet access at your location. 


AWS Direct Connect is an Amazon product and Amazon charges for the service. AWS Direct Connect has port fees and outbound data transfer fees and Amazon handles the billing for these fees. For more information, see AWS Direct Connect Pricing.


AWS Direct Connect is an external service that works independently of Genesys Cloud. Therefore, you should contact Amazon support or your AWS Partner Network (APN) partner for help with AWS Direct Connect.

For more information, see AWS Direct Connect for Genesys Cloud FAQs.