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At a Glance
Market Segments
Small-Business (58.7% of reviews)
Mid-Market (46.5% of reviews)
Entry-Level Pricing
$0.99 1 Resolution
No pricing available
Fin by Intercom
Star Rating
(3,689)4.5 out of 5
Market Segments
Small-Business (58.7% of reviews)
Pros & Cons
Entry-Level Pricing
$0.99 1 Resolution
Free Trial is available
Browse all 5 pricing plansGenesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Reviews say that Fin by Intercom excels in Live Chat functionality, scoring 9.5, which users appreciate for its seamless integration and responsiveness, while Genesys Cloud CX, with a score of 9.1, is noted for its solid performance but lacks some of the intuitive features that make Fin stand out.
- Users report that Genesys Cloud CX shines in AI capabilities, scoring 9.1, particularly in Natural Language Understanding (NLU) and Conversational AI, which reviewers mention enhances customer interactions significantly. In contrast, Fin by Intercom scores 8.1 in AI, with users noting that while it offers good features, it doesn't match the depth of Genesys' AI functionalities.
- Reviewers mention that both products have an equal score of 8.8 in Control and Customization, but users on G2 highlight that Fin by Intercom provides a more user-friendly interface for customization, making it easier for small businesses to tailor their experience compared to Genesys Cloud CX.
- Users say that Fin by Intercom has a slight edge in Quality of Support, scoring 8.6, with many reviewers praising the responsiveness and helpfulness of the support team. In contrast, Genesys Cloud CX, with a score of 8.2, has received feedback indicating that support can be slower at times, particularly during peak hours.
- G2 users report that Fin by Intercom's Email feature is highly rated at 9.4, with reviewers mentioning its effectiveness in targeted campaigns and automation. Genesys Cloud CX, while also strong in Email at 9.4, is noted for being less intuitive in setting up these campaigns, which can be a drawback for users looking for quick deployment.
- Users report that both platforms are rated equally in Ease of Use at 8.9, but reviewers mention that Fin by Intercom's onboarding process is more straightforward, making it particularly appealing for small businesses that may not have extensive technical resources, whereas Genesys Cloud CX is seen as more complex and better suited for mid-market companies.
Pricing
Entry-Level Pricing
Fin by Intercom
Fin with your current helpdesk
$0.99
1 Resolution
Try Fin for 90 days, completely risk-free. If it's not the right fit, you can request a refund—no questions asked.
- Fin AI Agent works seamlessly with any helpdesk, including Zendesk, Salesforce, HubSpot, and more.
- Set up in under an hour
- Handles tickets, cases, emails, live chat, WhatsApp, SMS, and more
Genesys Cloud CX
No pricing availableFree Trial
Fin by Intercom
Free Trial is available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.8
2,818
8.6
1,036
Ease of Use
8.9
2,848
8.9
1,069
Ease of Setup
8.4
1,457
8.4
633
Ease of Admin
8.6
1,305
8.4
585
Quality of Support
8.6
2,714
8.2
993
Has the product been a good partner in doing business?
8.8
1,302
8.5
579
Product Direction (% positive)
8.8
2,669
8.7
938
Features by Category
Ticket and Case Management
8.6
1100
|
Verified
Not enough data
8.8
1118
|
Verified
Not enough data
8.7
1095
|
Verified
Not enough data
8.6
1143
|
Verified
Not enough data
8.3
680
|
Verified
Not enough data
8.8
1136
|
Verified
Not enough data
8.8
1060
|
Verified
Not enough data
8.6
961
|
Verified
Not enough data
Generative AI
8.3
247
Not enough data
8.2
248
Not enough data
Agentic AI - Help Desk
7.8
60
Not enough data
8.2
61
Not enough data
7.9
61
Not enough data
Communication Channels
8.8
891
|
Verified
Not enough data
8.8
1090
|
Verified
Not enough data
9.4
1264
|
Verified
Not enough data
8.3
812
Not enough data
7.6
522
Not enough data
Platform
8.1
720
|
Verified
Not enough data
8.2
1267
|
Verified
8.4
174
|
Verified
8.7
823
|
Verified
Not enough data
8.6
788
|
Verified
Not enough data
8.1
1015
|
Verified
Not enough data
8.2
1017
|
Verified
Not enough data
Messenger
8.8
383
|
Verified
8.8
23
8.1
363
|
Verified
9.1
26
9.3
478
|
Verified
9.1
25
8.5
327
|
Verified
8.5
25
Channels
8.0
293
|
Verified
9.0
24
9.0
438
|
Verified
9.1
23
7.9
207
|
Verified
9.2
22
7.3
121
8.9
21
8.1
229
|
Verified
9.2
20
Customers
8.8
428
|
Verified
8.9
27
8.6
432
|
Verified
8.6
24
8.2
436
|
Verified
9.1
25
8.3
387
|
Verified
8.7
23
8.2
379
|
Verified
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Automation
Not enough data
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
User Analysis
8.6
140
Not enough data
8.4
157
Not enough data
User Support
9.1
167
Not enough data
8.1
119
Not enough data
8.8
151
Not enough data
Walkthrough Type
8.9
136
Not enough data
9.0
146
Not enough data
Platform Basics - Digital Adoption Platform
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Digital Adoption Platform
Not enough data
Not enough data
Functions - Digital Adoption Platform
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Digital Adoption Platform
Not enough data
Not enough data
Channels
8.7
226
Not enough data
8.3
218
Not enough data
Feature Not Available
Not enough data
Design
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.7
230
Not enough data
8.7
222
Not enough data
8.6
215
Not enough data
Generative AI
Feature Not Available
Not enough data
8.2
84
Not enough data
Quality Assurance
Not enough data
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Engagement
Not enough data
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Performance
Not enough data
8.5
153
Not enough data
8.9
151
Generative AI
Not enough data
7.1
33
Not enough data
7.5
33
Channels
Not enough data
9.1
342
|
Verified
Not enough data
8.2
202
Not enough data
8.6
234
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
233
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
391
|
Verified
Not enough data
8.8
399
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
241
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
7.8
10
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
354
|
Verified
Not enough data
8.8
394
|
Verified
Not enough data
7.5
429
|
Verified
Not enough data
8.8
284
|
Verified
Not enough data
8.4
256
Responses
9.1
84
9.2
34
9.0
86
9.4
36
9.0
84
8.6
33
Automation - AI Agents
7.7
61
9.1
9
8.7
63
9.2
10
Feature Not Available
8.3
8
8.1
63
8.5
8
8.7
63
9.0
10
Platform
9.1
81
8.8
35
8.8
82
9.2
35
9.1
83
9.1
33
Autonomy - AI Agents
8.4
64
9.0
10
8.6
64
9.2
10
8.4
63
8.9
9
8.7
66
8.9
9
Generative AI
Feature Not Available
Feature Not Available
8.8
50
Feature Not Available
Responses
8.8
596
8.6
58
8.8
586
8.8
57
9.0
586
9.1
59
8.8
556
8.5
60
8.6
478
8.3
55
Platform
9.5
611
8.9
56
8.9
581
8.9
59
8.8
578
9.0
56
8.7
561
8.5
59
8.2
419
8.1
53
8.9
528
8.9
61
8.8
582
8.7
57
Generative AI
Feature Not Available
8.6
29
8.4
140
8.6
29
Workforce Management
Not enough data
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Administration
Not enough data
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Conversational Platform
8.7
1058
Not enough data
8.7
837
Not enough data
8.7
858
Not enough data
9.0
779
Not enough data
Support Automation
8.6
859
Not enough data
8.7
901
Not enough data
8.5
518
Not enough data
8.8
809
Not enough data
Generative AI
Feature Not Available
Not enough data
8.4
154
Not enough data
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Platform
Not enough data
8.7
146
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
153
Not enough data
8.8
150
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
159
Not enough data
8.2
160
Customer Support
8.6
200
9.0
35
7.4
185
8.9
36
9.0
206
8.5
34
Automation
8.4
205
8.7
33
8.3
206
8.6
37
8.5
197
9.0
35
Artificial Intelligence
8.5
198
9.0
35
8.6
193
8.8
35
8.5
199
9.0
33
Generative AI
8.3
296
7.8
28
8.3
294
7.6
28
Feature Not Available
8.2
28
Communication
9.2
1441
|
Verified
8.6
172
|
Verified
8.9
1449
|
Verified
8.4
175
|
Verified
8.7
1191
|
Verified
8.4
130
9.1
1356
|
Verified
8.5
142
8.2
595
8.4
97
Internal Use
8.2
1267
|
Verified
8.4
174
|
Verified
8.7
1094
|
Verified
8.6
167
|
Verified
8.2
1043
|
Verified
8.4
128
|
Verified
8.7
1247
|
Verified
8.4
144
|
Verified
8.9
1319
|
Verified
8.2
137
|
Verified
8.6
1287
|
Verified
8.4
137
|
Verified
Generative AI
8.2
94
Not enough data
Self-Service Experience
8.9
652
Not enough data
8.9
651
Not enough data
Feature Not Available
Not enough data
8.2
490
Not enough data
8.4
535
Not enough data
Self-Service Platform
8.7
530
Not enough data
8.7
534
Not enough data
8.4
474
Not enough data
8.6
519
Not enough data
Agentic AI - Customer Self-Service
7.4
46
Not enough data
7.8
45
Not enough data
7.4
46
Not enough data
7.8
47
Not enough data
8.1
50
Not enough data
7.4
47
Not enough data
7.5
46
Not enough data
Generative AI
Feature Not Available
6.9(won by default)
13
Feature Not Available
7.2(won by default)
13
Process
9.3(won by 1.0)
89
8.3
28
9.0(tied score)
86
9.0(tied score)
31
9.6(won by 0.9)
89
8.7
29
Channels
9.4(won by 0.3)
89
9.1
32
8.8
88
8.9(won by 0.1)
33
9.5(won by 0.8)
91
8.7
34
8.3
81
9.7(won by 1.4)
36
8.8
83
9.1(won by 0.3)
33
Insight
9.1
86
9.3(won by 0.2)
30
9.2(won by 0.2)
87
9.0
35
8.8
83
8.9(won by 0.1)
33
9.3(tied score)
83
9.3(tied score)
30
Generative AI
Not enough data
7.5
27
Generative AI
Feature Not Available
Not enough data
7.2
16
Not enough data
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
7.6
168
7.2
20
7.9
166
6.7
20
7.7
164
7.1
20
8.5
163
7.0
19
8.0
159
7.6
19
Customer Interaction Automation - AI Customer Support Agents
7.4
157
6.9
18
7.9
158
7.6
19
7.9
159
8.1
19
8.3
159
7.7
19
Automation
8.1
160
8.2
20
7.9
158
8.2
19
7.2
154
7.5
19
Autonomy
7.5
161
6.6
22
7.7
161
6.7
21
7.2
157
7.1
21
7.6
160
7.2
20
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Fin by Intercom and Genesys Cloud CX are categorized as AI Customer Support Agents, Customer Service Automation, AI Agents For Business Operations, Conversational Marketing, Chatbots, Social Customer Service, and Live Chat
Unique Categories
Fin by Intercom is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Digital Adoption Platform, Help Desk, and Customer Self-Service
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, and Co-Browsing
Reviews
Reviewers' Company Size
Fin by Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
26.7%
Information Technology and Services
13.1%
Financial Services
7.2%
Internet
4.9%
Marketing and Advertising
4.6%
Other
43.4%
Information Technology and Services
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Alternatives
Discussions
What is Intercom used for?
3 Comments
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 Comments
SG
I do not think they have developed Intercom that far yet, though it would be great.Read more
¿What is the best economic model in order to use Intercom?
2 Comments
AB
Plus is $39/seat (User) per month.
Its enough to get startedRead more
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
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