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Top Rated
101 Ratings
23 Ratings
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Score 8 out of 100

Genesys DX (formerly Bold360)

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Top Rated
101 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Azure Bot Service (Microsoft Bot Framework)

Azure Bot Service (Microsoft Bot Framework) is well suited in applications like automating emails, or any business idea that would require the business owner to automate their responses, especially if they are dealing with a lot of clients and they cannot reply to each one of them. It'd be best suited to automate emails of large organizations where the responses meet the clients' expectations. It would be less suited in organizations where customers' opinions matter and each customer is unique and requires the organization's attention, where the service provider doesn't have to generalize the clients' concerns
muphulusi dzivhani | TrustRadius Reviewer

Genesys DX (formerly Bold360)

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
Ace Corporation | TrustRadius Reviewer

Pros

Azure Bot Service (Microsoft Bot Framework)

  • Real-time communication.
  • Lightweight software protocols.
Maurice Samuels | TrustRadius Reviewer

Genesys DX (formerly Bold360)

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Azure Bot Service (Microsoft Bot Framework)

  • They have simplified the coding for the bot in Azure, but it would help if the coding was further simplified so that non-IT can operate [and] create it easily.
Francis Banda | TrustRadius Reviewer

Genesys DX (formerly Bold360)

  • 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.
Anonymous | TrustRadius Reviewer

Usability

Azure Bot Service (Microsoft Bot Framework)

Azure Bot Service (Microsoft Bot Framework) 9.0
Based on 1 answer
Because it is very user friendly and cheaper compared to other bot frameworks, it helps manage, connect, and deploy my scripts across multiple channels. It also allows for an extendible framework; we are able to use it across many departments within our organization and it works efficiently in each and every organization. The bot framework implementation is of a high quality and we don't struggle to use it at work. I recommend it above any other bot service.
muphulusi dzivhani | TrustRadius Reviewer

Genesys DX (formerly Bold360)

Genesys DX (formerly Bold360) 8.0
Based on 20 answers
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
Anonymous | TrustRadius Reviewer

Support Rating

Azure Bot Service (Microsoft Bot Framework)

Azure Bot Service (Microsoft Bot Framework) 7.6
Based on 4 answers
Support is helpful when we have a problem, but online documentation is lacking
Anonymous | TrustRadius Reviewer

Genesys DX (formerly Bold360)

Genesys DX (formerly Bold360) 8.2
Based on 23 answers
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.
Anthony M. Pacitti II, MBA, MSIS | TrustRadius Reviewer

Alternatives Considered

Azure Bot Service (Microsoft Bot Framework)

Microsoft Bot Framework is much better and well more established without a lot of proprietary software/coding language.Lex is very limited with integration with standard hardware and network configurations.Lex has performance issues and was too slow to meet near real-time collaboration requirements.Bot Framework complements many other Microsoft communication products and this was key to implementing without a lot of new training required.
Maurice Samuels | TrustRadius Reviewer

Genesys DX (formerly Bold360)

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.
Pradeep Kumar | TrustRadius Reviewer

Return on Investment

Azure Bot Service (Microsoft Bot Framework)

  • Azure Bot will only deliver according to the granularity of the FAQ it is feed. Otherwise, it has been a cost optimization tool for our organization.
Francis Banda | TrustRadius Reviewer

Genesys DX (formerly Bold360)

  • 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
Anonymous | TrustRadius Reviewer

Pricing Details

Azure Bot Service (Microsoft Bot Framework)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys DX (formerly Bold360)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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