Genesys DX (discontinued)

Formerly Bold360

They have the best support team overall with a good product as we have hardly contacted the support team and whenever we did it was a quick resolution.

Fast integration [with] a lot of functions. Can [be] used for a seamless customer experience.

Bold360 is strong when it comes to their implementation team and the regular support they provide their employees. With their support of the development of the program, they could focus more attention on how to provide the client the best training. While their solution is easy to learn, the training of the solution and how to fully take advantage of the program requires more attention. Bold should consider working closely with their client and develop training based on that need. Lastly, provide the ability to determine when agents are available to take a live chat. Still struggle hour to display live chat availability within the chat articles, due to the inability of the tool to recognize the operational hours.

Bold360 is perfect for a one-stop chat platform with enhanced capabilities like AI and video chat platforms. It provides a well-rounded suite of options for businesses and users to engage and talk to the service professionals on the other side. It also offers a lot of flexibility to agents too in providing smart responses in a timely manner.

Good for companies seeking quick and dedicated support. May not be a good fit for companies on a budget or that are seeking a chat bot that can utilize prior messages in conversation.

Works great for us.

The AI solution that Bold provides will help automate a lot of common questions that customers may have. The line of sight a supervisor or manager has on customer activity is just right.

Bold360 covers many different needs to improve customer service in an organization. To this end, it is also particularly well suited for use with products or services that require explanation.

The chatbot and live chat features have worked well for us. What we have discovered is that many of the engagements are very specific questions like "Which prison is John Public located in?" which is too specific to be addressed by the chatbot. We need to identify which application integrations would be the most beneficial to make an investment. It's great that we have the opportunity to extend the chatbot into applications but we need to do an additional evaluation before moving forward.

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.

It fits quite well to our use case, so I would recommend it.

Should your company have fewer resources, you could always just use the bot and disable the live chat. This way the (website) users can ask their questions and the bot would answer them and save the time for your employees.

I have used various content systems from other companies and Bold360ai is by far such as a simpler system to create and manage content.

[Bold360] is well suited for a large volume customer base where having customers served by the bot is important for reducing traffic to live agents. We have one region that would prefer to have everything channeled to a live agent rather than spend time managing the articles.

[It] really depends on the use case. For help desk, it is a growing capability and opportunity for them, which is where we use them today. If your building something external facing, I have only heard positive feedback from other customers. If you are looking to do heavy API automation with the platform, Bold360's design may not best be suited.

I would recommend Bold360 to any operation hoping to build a complex knowledge base that needs to be accessible to a large number of employees.

I think Bold360 is best suited to simple questions and answers more than articles containing complex solutions, which require very detailed formatting.

Bold 360 is easy to use to create the articles that customers will read. It has rich content (links, tables, videos, etc.).

Suited to helping a contact centre drive down costs with reducing calls/emails by use of chatbot and live chat. Suited to helping cross-country customer care depts. interact / consolidate more, maybe with language options easily translated.

As I mentioned before, we use Bold360 to save money/time on answering customer questions. It's a great way to provide your customers with information and not having to hire somebody to answer all the customer questions.

Given the wide variety of products and services offered via Bold360, I am confident in saying that any scenario could find a suitable use for the products. The flexibility and customizability of the platform can work for many.

Web applications are easily accessible anywhere so it is one of the main advantage. Search field is so advanced I can get all the related information with one single word.

Its good to interact with customers, but has formatting issues.

My computer has had to be force reset and Bold360 preserved my chat every time. Type chat is never as fast as talking though.

Great all-around platform, I have no complaints.

It is user-friendly and does not get stuck like the desktop one does at times. It is web-based so you can use it and log in through any browser. There is a large scope of improvement. Best is to improve the desktop version as I think that is Bold's identity.