ChatBeacon vs. Genesys DX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChatBeacon
Score 6.0 out of 10
N/A
ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.N/A
Genesys DX (discontinued)
Score 9.9 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
Pricing
ChatBeaconGenesys DX (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ChatBeaconGenesys DX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
ChatBeaconGenesys DX (discontinued)
Top Pros
Top Cons

No answers on this topic

User Ratings
ChatBeaconGenesys DX (discontinued)
Likelihood to Recommend
6.0
(1 ratings)
8.2
(53 ratings)
Usability
-
(0 ratings)
8.1
(20 ratings)
Support Rating
8.0
(2 ratings)
8.3
(23 ratings)
User Testimonials
ChatBeaconGenesys DX (discontinued)
Likelihood to Recommend
SmartMax Software
ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea
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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
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Pros
SmartMax Software
  • Easy to install and configure.
  • Easy for customers to use.
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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.
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Cons
SmartMax Software
  • ChatBeacon is just SightMax with a fresh coat of paint.
  • The entire agent UI is remarkably worse than SightMax.
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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.
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Usability
SmartMax Software
No answers on this topic
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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Support Rating
SmartMax Software
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
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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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Alternatives Considered
SmartMax Software
Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
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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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Return on Investment
SmartMax Software
  • Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
  • Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.
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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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