Genesys DX (discontinued) vs. Mercury.ai

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

• 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.

• 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

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

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

• 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