Genesys DX (discontinued) vs. Joule

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

Incentivized

I would rate Joule a full 10/10, as it significantly improves productivity, reduces manual effort, and makes SAP data instantly accessible through natural language. It acts like a virtual SAP expert, shortening analysis time from minutes to seconds and enabling faster, more confident decision-making.

Incentivized

• 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.

• Find connections based on what seems like subjective input
• Find relevant data within 1 trillion data points quickly
• Give clear answers that can be understood by anyone

Incentivized

• 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.

Incentivized

• Data is key to any business. They need to concentrate on private cloud with Joule for clients to be adapting to it more. As finance data by any company cannot be put in public cloud with AI.
• Test industry scenarios with close partners and set a example with real-time analytics
• Make sure value is added to company when leveraged and not to promote implementation due to AI bubble.

Incentivized

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

Incentivized

From the initial set up to required authorizations and user profiles, each step has been pretty smooth. Onboarding new users to be able to use the product has been all the way more easier. Totally recommend large size organizations to opt for SAP Joule to help their employees or business users for improved productivity and faster results to their queries.

Incentivized

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.

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.

Incentivized

Agent force is tied into Salesforce dot com directly. Since we are using SAP, it was a no brainer to use Joule rather than something like Agent force or Einstein. On top of that, Joule just seemed like a better product overall with better functionality. This is why we chose to use Joule over the competition.

Incentivized

• 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

• The entire world is looking at AI. SAP is widely used ERP, so ROI is clearly visible.
• Automation is indeed requirement now days, so ROI is clearly visible.
• You can manage your resources efficiently using Joule.
• From RFQ to Procurement and Payment a custom agent will be helpful based on business scenario.
• From sales to credit, we can automate processes using Joule.
• Analytics should be automated for MIS.

Incentivized