Genesys DX (discontinued)

Formerly Bold360

In this step Bold360 is integrated [with] our B2B online shop to support our customers. We use the FAQ Center and side widgets. We are still testing the Agent Center and API integration.

American Speciality Health is using the Bold360 chat tool to provide our members with access to their accounts. Further by utilizing the Bold360 AI bot, our Customer Service team is able to expand our operational hours and provide detailed responses to our membership.

BoldChat is used across the whole organization as the main chat service with the customers. It is used in almost all countries that get this service offering from us. Moreover, it is also used as a part of an overall tooling portfolio for developing future projects and engagements with the company.

Bold360 is being used as a chat supplement across the organization for team members to enter IT service incidents, with some of those incidents not needing to be escalated to an actual person as they are resolved by AI automation.

Currently my company is using Bold360 for our support services but we plan on expanding this product into our operations teams and other areas of the business.

We use Bold360 for the website and customer service of our rehab clinic group in Germany. We use the technical solution for our digital help center with a bot and our multichannel customer service. We decided to use it to provide our potential customers with even more targeted support in answering their very individual questions and to relieve our customer service staff.

The Chatbot and Live Chat are being used at the enterprise level across more than 15 state departments. We have two additional specific department instances with their own knowledge base. The chatbot allows Iowans to more easily get answers to their questions. The chatbot can take a long government description of a service and respond with a quick and specific answer. The chatbot also allows Iowans to request a live chat during business hours to talk with a State reference librarian to get help being directed to the right phone number, website page, or contact. Using the chatbot allows state agencies to immediately understand the words Iowans use when looking for services and has helped us with translating our government language into plain language!

It's being used by 3 departments currently:
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 ai as a knowledge bot
3. Consumer site: the Bold360 ai bot/Support Center and Live Chat features on our consumer site

Bold 360 is being used on our .com sites for customer help faqs along with helping our internal colleagues across the whole [organization].

Bold360 is used by our Customer Service and Technical Support departments globally in four different regions. It addresses the high volume of traffic by self-serving customers with answers to common questions. The reduced traffic to live agents allows them to focus on more high-level problems. It also provides a centralized knowledge base for our technical agents to use globally.

At J&J we use the Bold360 suite to support our employees and contractors in their IT support needs around the globe in our chat channel efforts. We leverage the platform for both its live and AI chat functionality. It helps us provide richer channel opportunities for our end-users, reduce phone call costs, and provide more self-servicing capabilities to our end users to help resolve their questions quicker.

Shelter Insurance's Customer Services Department utilizes Bold360 internally as a knowledge and resource tool for our employees. It's an efficient and convenient way to store essential information in a centralized location, easily accessible 24/7.

We use Bold360 to manage, maintain, and provide insight into the use of our support center knowledge base in customer support. We use it to improve the customer's quality of service by enabling them to self serve. This not only improves the customer experience but makes support more scalable, as we have a great many customers around the globe looking for information on our products. Ticket deflection and quality of service are key.

We are using Bold 360 for our FAQ (help centres). It is used by the Customer Care team but also supports the pre and during rental journey. It was implemented to deflect calls and emails into our Contact Centres by enabling the customer to self serve on queries that are low in complexity, however, still offering a range of escalation channels that can be customized to the needs of the customer.

We are currently using Bold360's products to offer a complete self-service solution to our customers for pre-, during, and post-rental queries, with the added ability to contact our service departments through the channeling solutions. We are currently using it for our UK, Italian, Spanish, French and German markets, however discussing expanding this scope.

Bold360 is used by our org to interact with our customers. It's being used by the Customer Support Department only. Bold360 has formatting issues which at times can be a remarked on by customers.

Bold 360 is used for interdepartmental support.

Bold360 is used in our organization to communicate with the merchant and customers via chat. Yes, it is used across the whole organization. We address the customer and merchant issues with the help of Bold360.

We use this service in the call center to offer our clients more ways to connect with us and get the help they need.

I work at a call center and Boldchat is used for various departments in other parts of the country to work together. When one department needs another to resolve an issue we use Boldchat rather than calling. This helps my specific group because it keeps our lines open for our actual customers: the technicians in the field.

We use Bold360 in our Ecomm department to communicate with our customers through a live chat and email. The Boldchat and Bold360 systems are our sole method of communicating through the live chats and emails. Without it, we would not have contact with customers online. So, it allows us to handle customers issues and questions without them having to call our service phone number.

We are using it for inter-communication between other employees and departments.

Bold360 is being used by my entire organization from sales and customer service, to our techs, clerks, and internal associates. Bold is very efficient and helps us to get the help and quick responses that we need to help get orders and repairs expedited or even techs needing assistance with work. Bold360 is a time and money saver.

Our E-Commerce (Digital Customer Service) Department uses Bold360 to communicate with customers shopping on our website for product support and questions, order assistance, repair assistance, customer service and general web help questions. It allows our associates and customers to have real time communication via chat and we also have email conversations with those who opt out of using our live chat service.

We utilize Bold360 to conduct screen shares with customers as we are logged into their PC/phone. This has proven to be a valuable tool for both the customers and the team members who are using the software.