What users are saying about
9 Ratings
9 Ratings
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Score 7.7 out of 100
104 Ratings
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Score 9.9 out of 100

Attribute Ratings

  • Amazon Lex is rated higher in 1 area: Usability
  • Genesys DX is rated higher in 1 area: Likelihood to Recommend
  • Amazon Lex and Genesys DX are tied in 1 area: Support Rating

Likelihood to Recommend

8.0

Amazon Lex

80%
1 Rating
8.3

Genesys DX

83%
54 Ratings

Usability

9.0

Amazon Lex

90%
1 Rating
8.1

Genesys DX

81%
21 Ratings

Support Rating

8.0

Amazon Lex

80%
1 Rating
8.0

Genesys DX

80%
24 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.
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Genesys

It looks to scale well for a small number of uses to many. We only have a couple of agents and the features work fine though we don't end up using a lot of the items for larger numbers. It's well suited for an education setting to have our FAQs as we constantly have new learners joining with questions.
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Pros

Amazon AWS

No answers on this topic

Genesys

  • We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
  • Email integration with Outlook has helped channel emails to agents by skill set.
  • The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
  • I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
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Cons

Amazon AWS

No answers on this topic

Genesys

  • Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
  • Native mobile applications to provide added support.
  • Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.
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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 DX

Starting Price

Editions & Modules

Genesys DX editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    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.
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    Genesys

    Product dependability, reliability and usability is very important so we are satisfied on that side with the product to date but just as important is the relationship building with the vendor and CRM. Their willingness to stay engaged, listen and go above and beyond to make sure there is satisfaction has been excellent also.
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    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.
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    Genesys

    Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
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    Alternatives Considered

    Amazon AWS

    No answers on this topic

    Genesys

    I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.
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    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
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    Genesys

    • Considerable saving on ticket deflection so return on investment
    • Saved on extra support engineer recruitment through self service
    • Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
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