Genesys DX (discontinued) vs. Intercom

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys DX (discontinued)
Score 10.0 out of 10
N/A
Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.N/A
Intercom
Score 8.7 out of 10
N/A
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.
$39
per month per seat
Pricing
Genesys DX (discontinued)Intercom
Editions & Modules
No answers on this topic
Essential
$39
per month per seat
Advanced
$99
per month per seat
Expert
$139
per month per seat
The Early Stage program
From $65 for 5 support seats
per month
Proactive Support Plus add-on
from $99
per month
Offerings
Pricing Offerings
Genesys DX (discontinued)Intercom
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.
More Pricing Information
Community Pulse
Genesys DX (discontinued)Intercom
Top Pros
Top Cons
Features
Genesys DX (discontinued)Intercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Genesys DX (discontinued)
-
Ratings
Intercom
7.8
103 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings8.093 Ratings
Expert directory00 Ratings7.965 Ratings
Subscription-based notifications00 Ratings7.763 Ratings
ITSM collaboration and documentation00 Ratings7.968 Ratings
Ticket creation and submission00 Ratings8.096 Ratings
Ticket response00 Ratings7.4101 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Genesys DX (discontinued)
-
Ratings
Intercom
7.5
107 Ratings
3% below category average
External knowledge base00 Ratings7.6106 Ratings
Internal knowledge base00 Ratings7.592 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Genesys DX (discontinued)
-
Ratings
Intercom
8.2
102 Ratings
7% above category average
Customer portal00 Ratings8.182 Ratings
IVR00 Ratings7.934 Ratings
Social integration00 Ratings7.664 Ratings
Email support00 Ratings8.596 Ratings
Help Desk CRM integration00 Ratings8.774 Ratings
Best Alternatives
Genesys DX (discontinued)Intercom
Small Businesses
Gist
Gist
Score 9.6 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Olark
Olark
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
LiveChat
LiveChat
Score 8.3 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys DX (discontinued)Intercom
Likelihood to Recommend
8.3
(53 ratings)
8.9
(251 ratings)
Likelihood to Renew
-
(0 ratings)
8.9
(19 ratings)
Usability
8.2
(20 ratings)
8.7
(159 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
8.3
(21 ratings)
7.1
(10 ratings)
Online Training
-
(0 ratings)
8.1
(2 ratings)
Implementation Rating
-
(0 ratings)
7.5
(5 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Genesys DX (discontinued)Intercom
Likelihood to Recommend
Discontinued Products
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us
Read full review
Intercom
Intercom is well suited to tie in a product that is available via the web AND in-app. We currently have it assigned to both, but do not have web functionality for our users, so as a web platform, it's not used as well as it can be. However, I would recommend it to others as an effective all-in-one solution for customer communication.
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Pros
Discontinued Products
  • 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.
Read full review
Intercom
  • Intercom's ability to centralize customer communication is a game-changer.
  • Intercom's automation features have saved us time and streamlined workflows.
  • Help desk for users.
  • Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
Read full review
Cons
Discontinued Products
  • 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.
Read full review
Intercom
  • The AI tools should have a make shorter option
  • The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
  • I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
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Likelihood to Renew
Discontinued Products
No answers on this topic
Intercom
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
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Usability
Discontinued Products
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement
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Intercom
Overall, I find that Intercom has almost every feature on our wishlist. Sometimes, I find the location of admin settings a little bit clunky, but part of that may be that I'm newer to the tool. On the chat visitor side, I find Intercom to be flawless (as I've used it frequently as a chat visitor with other orgs).
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Reliability and Availability
Discontinued Products
No answers on this topic
Intercom
always there
Read full review
Performance
Discontinued Products
No answers on this topic
Intercom
works perfect
Read full review
Support Rating
Discontinued Products
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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Intercom
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
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Online Training
Discontinued Products
No answers on this topic
Intercom
Easy to know the learning path
Read full review
Implementation Rating
Discontinued Products
No answers on this topic
Intercom
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
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Alternatives Considered
Discontinued Products
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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Intercom
We prefer to use Intercom for communications in general since we can keep all in one place. However, we were using other features in CZ instead of intercom e.g journeys instead of series for onboarding since the ones created in Intercom didn't have great engagement
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Return on Investment
Discontinued Products
  • 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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Intercom
  • I like how easy it is to spot the user data needed to assist our members.
  • Love how easy it is to link articles on the chat that will help both us and the customers.
  • I like that the sales force or the tickets is already connected on the chat
Read full review
ScreenShots

Intercom Screenshots

Screenshot of Support Bots: Intercom brings upleveled support automation that scales support teams by resolving 33% of common questions.Screenshot of Shared Inbox: From quick to complex questions, the Intercom Inbox workflows helps resolve issues in real time and improve team efficiency—without sacrificing CSAT.Screenshot of Product Tours: Connect the dots from sign-up to success with Intercom' interactive product tours.Screenshot of Campaign Builder: Series, Intercom's visual campaign builder, lets users send cohesive messages across channels—inside the app and out.Screenshot of Intercom Surveys: In-context customer surveys, Intercom Surveys connects users to valuable customer insights—and then helps to turn those insights into action, automatically.Screenshot of The Intercom Messenger