Genesys DX (discontinued)

Formerly Bold360

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.

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.

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!

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 to provide information to our customers in 4 different languages. Bold360 gives us the possibility to give concrete information and answer questions via our Helpcenter or live chat. It also gives us a clear insight into what our customers are looking for on our website and what might be missing. The system makes sure we receive fewer emails from our customers because they can help themselves out on our Helpcenter.

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.

Bold360 is being used by one of the departments, and unfortunately, most of them have shifted to the desktop application.

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

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.

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 assist customers, using Bold360.

We use it to get connected with our customers for quick resolutions for all their queries. It addresses all kinds of problems, from dealing with simple information on a product or more details on a particular deal that we feature. Handles any query related to shipment, tracking the orders, communicating any merchant related problems directly to us and accordingly taking immediate action as per the policies. Bold360 has been incredibly reliable and I use it almost 20 hours a week. There have been a few rare occasions where it was affected by bugs. But the overall performance is great.

We at Betsol use Bold360 as a communication tool to interact with our Clients. This is the initiation point of our business. Bold360 makes it easier and more comfortable to work with multiple clients simultaneously. The data that is particular to each client is presented independently. The Bold application is, however, much more efficient than the Bold360. Simple issues, such as a URL given to the client is shown in a text format instead of a hyperlink. The refresh rate of Boldmakesmake the automated welcome statement go multiple times automatically. This is a major discomfort. However, this does not happen in the Bold application.

Bold360 is used to communicate questions and solve problems within the company.

We utilize Bold360 in our department for communicating specifically with prospective graduate students. It is intended to offer them the chance when browsing our website to have questions answered as they come across them, as opposed to picking up the phone and/or emailing and receiving a response within 24 hours or so. Their questions are answered quickly and with minimal work on their part.