Genesys DX (discontinued)

Formerly Bold360

At this time, the Bold360 chat tool is the only product we have tried.

When comparing against other chat bot providers, we found the Bold360 user interface to be more user friendly on both the setup and customer facing sides.

Bold360 offers an increased level of customization in the following areas for almost the same price:

• Reporting
• Channeling to different agent groups
• AI capabilities and self-resolution for customers

Userlike was a live-chat-only product, which we replaced with Bold360 because of the additional possibility of a pre-activated bot. When using live chat only, Userlike is as good as Bold360.

Oracle | IBM | Adobe

Each is unique in [its] own way but we wanted something powerful and easy for the people performing day-to-day tasks within it. We didn't want to always have to rely on IT to not only develop but also maintain the solution and therefore adding an unnecessary dependency on the opportunity the platform can provide to its users. We also wanted a native live chat platform within it, rather [than] further customization to integrate with another solution provider.

Bold360 is flexible, fairly easy to integrate, and very much aimed at customer service, which made it an ideal fit.
Many other vendors don't have the customer-facing functionality of Bold360.

Increased our potential for scale and improved analytics, which helped drive more customer focus within our business.

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.

It's way too user-friendly and that's the reason.

Much better.

We always used Bold Chat prior to Bold360.

Bold360 is very comfortable to use and the look of the software always make us fresh and feel good to work.

I have not used other products.

We went with Bold360 because it fit our needs best, the cost was right, and the ease of use and implementation looked better to all of us than the competition. The web team knew of Bold360 by reputation. I liked the ease of use and the low time investment from an admin point of view.

I have not used or evaluated other products like Boldchat.

Zendesk was selected after Bold360 for another segment of our websites. At the moment when we evaluated chat providers we had some basic chat needs/functions:

• Reliability
• Custom design options for chat windows/chat buttons
• Chat statistics per web site
• Multiple chat windows with different settings
• Quick and comfortable search of canned responses
• Proactive chat option

We wanted something simple and fast, without a long evaluation process and without some specific business targets.

Boldchat has a lot more options thus making Boldchat more complicated to use than Bold360. But since Bold360 is a simpler system, it cannot do all the things that Boldchat can use. That is why we have not stopped using Boldchat. Our lesser experienced and part-time reps use the Bold360 while our seasoned and full-time reps use the older Boldchat

Ihelp was used prior to Bold360. Prior to Bold360 Frontier Communications utilized Bold for the past 2 years. Frontier Communications was a test center for Bold 360 December 2018 and were rewarded by being able to test and provide feedback prior to 360 activations. Management selected Bold and Bold 360 for our employees across all centers with over 20,000 employees covering multiple specialties.

Bold360 ranks as easy to use, and provides instant communication.

We used Orcale prior to switching to the BoldChat Desktop Application Operator Client and then to Bold360. I have no other experience and can say that the BoldChat Desktop Application Operator Client although was tough to get used to, has become a comprehensive tool which I find easy to navigate and use on a day to day basis.

None that I can think of.

Bold360 is the only chat system I have used.

I have not used other programs for this method.