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Genesys DX (discontinued)

Genesys DX (discontinued)
Formerly Bold360

Overview

What is Genesys DX (discontinued)?

Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.

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Recent Reviews

Bold360 Review

9 out of 10
March 11, 2021
Bold 360 is being used on our .com sites for customer help faqs along with helping our internal colleagues across the whole [organization].
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Genesys DX (discontinued)

Genesys DX (discontinued)

N/A
Unavailable

What is Genesys DX (discontinued)?

Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.bold360.com/conversational…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Genesys DX (discontinued)?

Genesys DX was a digital and AI customer engagement solution, the evolution of which will be a package found under Genesys Cloud CX. Based on Bold360, the solution helped personalize and enhance customer engagement. It is no longer available.

Genesys DX (discontinued) Video

Bold360 Can Help Make Every Customer Experience Great

Genesys DX (discontinued) Competitors

Genesys DX (discontinued) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.

LivePerson Conversation Cloud (LiveEngage), IBM watsonx Assistant, and ServiceNow Now Platform are common alternatives for Genesys DX (discontinued).

Reviewers rate Support Rating highest, with a score of 8.3.

The most common users of Genesys DX (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(103)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
April 18, 2019

Bold 360 at Frontier Communications

TT
Tommy Thornington
Assignment Supervisor
Frontier Communications (Telecommunications, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Bold 360 is currently being across the Frontier Communications platform. While designed to support field technicians requiring internal assignment assistance, Bold 360 support team has also created internal queues to manage and transfer to internal specialty departments for greater assistance. In many cases, Bold 360 has replaced and helped reduce calls or invalid calls increasing efficiency.
Pros and Cons
  • Bot for assisting visitors with helpful links
  • Canned messages
  • Quick reply to changing operators queues
  • Bold reports: can be difficult to use.
  • Alerts for new Bold chats lacking if an employee working other items.
  • Bold logs the operator out if there are no chats for 30 mins. Missed chats or queues can show offline.
Likelihood to Recommend
Well suited for field technicians with no bot—quick direct access to assignment for assistance. Beneficial for escalations and general questions where the BOT provides links to helpful information. Bold 360 may not be well suited for complex matters where a call in the assignment would still be required.
Return on Investment
  • Positive: Calls reductions.
  • Positive: Culture change where employees not familiar with Bold chat prefer this method over calling once they have trialed Bold360.
  • Negative: Cost of license per employee.
  • Positive: Quick ability to pull chat history for audit or follow up.
Alternatives Considered
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.
Other Software Used
Support Rating
8
Remedy tickets and e-mail/IM requests acknowledged quickly. Bold support team extremely knowledgeable, willing to help and research if needed.
Bug Resolution
Yes
Several bugs, tests, remedy tickets submitted. Resolved timely unless further research or escalation to LMI/IT required. Some items simply cannot be fixed or adjusted for Frontier since Bold 360 is used at many companies so changes would affect all customers.
Exceptional Examples of Genesys DX (discontinued) Support
NA
Easy Tasks
  • Coding available or away for operators
  • Canned messages when setting up
  • History
Difficult Tasks
  • Bold reports
  • Toggling an order of multiple chats at one time
  • Transfers and scrolling through the options
Mobile Interface Availability and Impressions
Yes
MTP provided by Frontier Communications. Links field to Bold 360.
Usability
7
Canned messages, history, data recording are excellent. Support is proactive and responsive. Pulling information from the Bold reports and not knowing all the enhancements or tricks to research Bold chats (at first) can create a learning curve.
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