9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
455 Ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Genesys Cloud CX

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
455 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    Amazon Lex

    Feature Set Not Supported
    N/A
    9.0

    Genesys Cloud CX

    90%
    Genesys Cloud CX ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    9.2
    92%
    248 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    222 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    203 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    221 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    176 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    242 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    148 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.4
    94%
    200 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    170 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    183 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    239 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    188 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    184 Ratings

    Workforce Optimization (WFO)

    Amazon Lex

    Feature Set Not Supported
    N/A
    8.7

    Genesys Cloud CX

    87%
    Genesys Cloud CX ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.2
    92%
    230 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    178 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    232 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    216 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    220 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    231 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    225 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    130 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    164 Ratings

    Attribute Ratings

    • Genesys Cloud CX is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.0

    Amazon Lex

    80%
    1 Rating
    9.1

    Genesys Cloud CX

    91%
    266 Ratings

    Likelihood to Renew

    Amazon Lex

    N/A
    0 Ratings
    8.7

    Genesys Cloud CX

    87%
    25 Ratings

    Usability

    9.0

    Amazon Lex

    90%
    1 Rating
    9.3

    Genesys Cloud CX

    93%
    61 Ratings

    Availability

    Amazon Lex

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    Amazon Lex

    N/A
    0 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    8.0

    Amazon Lex

    80%
    1 Rating
    8.5

    Genesys Cloud CX

    85%
    122 Ratings

    In-Person Training

    Amazon Lex

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Amazon Lex

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    5 Ratings

    Implementation Rating

    Amazon Lex

    N/A
    0 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    Amazon Lex

    N/A
    0 Ratings
    7.7

    Genesys Cloud CX

    77%
    4 Ratings

    Contract Terms and Pricing Model

    Amazon Lex

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    Amazon Lex

    N/A
    0 Ratings
    7.4

    Genesys Cloud CX

    74%
    5 Ratings

    Product Scalability

    Amazon Lex

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    Amazon Lex

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    Amazon Lex

    N/A
    0 Ratings
    8.8

    Genesys Cloud CX

    88%
    6 Ratings

    Vendor pre-sale

    Amazon Lex

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    6 Ratings

    Likelihood to Recommend

    Amazon AWS

    If you wish to quickly deploy multilingual chatbots without having to worry about infrastructure and model training, go for Amazon Lex. It is one of the best general-purpose conversational AI solutions in the market. The cherry on the cake is that it also seamlessly integrates with other AWS services, so you would be good there. Performance monitoring is very easy with AWS. It has support for both text and integration. If you are not a pro-NLP expert, Amazon Lex will make your job really easy.
    Read full review

    Genesys

    Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.
    Read full review

    Pros

    Amazon AWS

    No answers on this topic

    Genesys

    • Omnichannel contact center
    • Integration with other systems to knit together technology seamlessly
    • WFM and WEM suite is best in class and fully integrated to the product
    • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
    Read full review

    Cons

    Amazon AWS

    No answers on this topic

    Genesys

    • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
    • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
    • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
    Read full review

    Pricing Details

    Amazon Lex

    Starting Price

    $0.004 Per Speech Request

    Editions & Modules

    Amazon Lex editions and modules pricing
    EditionModules
    Request and Response$0.0041
    Stream Conversation$0.00652

    Footnotes

    1. Per Speech Request
    2. Per Speech Interval

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    Likelihood to Renew

    Amazon AWS

    No answers on this topic

    Genesys

    For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
    Read full review

    Usability

    Amazon AWS

    Easy to deploy and very easy to integrate with other AWS services. Automating simple tasks is also very easy with Amazon Lex. We never had NLP experts in our team, but we were still able to deploy chatbots for our support functions with minimal issues. Native integration with other AWS services like S3 and Lambda has been of paramount importance.
    Read full review

    Genesys

    Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
    Read full review

    Reliability and Availability

    Amazon AWS

    No answers on this topic

    Genesys

    We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
    Read full review

    Performance

    Amazon AWS

    No answers on this topic

    Genesys

    The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
    Read full review

    Support Rating

    Amazon AWS

    Community support for Amazon Lex is good. Also, since it is an AWS service, the support has a similar standard as other AWS services. We have had a couple of instances of our bots weren't able to interact with our web apps. We reached out to the support team, and they were able to resolve our issue in no time. The documentation from the Amazon Lex team also makes creating chatbots a breeze.
    Read full review

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    In-Person Training

    Amazon AWS

    No answers on this topic

    Genesys

    Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
    Read full review

    Online Training

    Amazon AWS

    No answers on this topic

    Genesys

    I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
    Read full review

    Implementation Rating

    Amazon AWS

    No answers on this topic

    Genesys

    The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
    Read full review

    Alternatives Considered

    Amazon AWS

    No answers on this topic

    Genesys

    Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
    Read full review

    Contract Terms and Pricing Model

    Amazon AWS

    No answers on this topic

    Genesys

    Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
    Read full review

    Scalability

    Amazon AWS

    No answers on this topic

    Genesys

    We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
    Read full review

    Professional Services

    Amazon AWS

    No answers on this topic

    Genesys

    Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
    Read full review

    Return on Investment

    Amazon AWS

    • Support satisfaction has increased
    • Time to resolve customer concerns has seen a major improvement
    • Amazon Lex can quickly automate repetitive simple tasks for us
    • Our organization has built NLP capability without having to hire language experts/linguists
    • Since the integration with AWS services is natively supported, our existing DevOps team can manage our Amazon Lex deployment
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

    Screenshots

    Add comparison