Bold360 best tool
Bold360 is used by our customer service department, so reliable that the team has got used to it now.
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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Pricing
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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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- No setup fee
For the latest information on pricing, visithttps://www.bold360.com/conversational…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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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(103)Attribute Ratings
Reviews
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June 11, 2021
Bold360 best tool
Score 10 out of 10
Vetted Review
Verified User
Bold360 is used by our customer service department, so reliable that the team has got used to it now.
- We implemented it very easy.
- Saved time.
- Easy to use and understand.
- Reporting should have been a bit more easy.
May 10, 2021
Bold360 Chat AI Bot
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.
- Reduced operational costs by expanding our service reach.
- The user interface is easy to use and requires minimal expertise.
- Support of the Bold360 team.
- The ability to recognize the operational hours and agent availability.
- Streamline the reporting tools to provide complete overview of all performance.
- Lack of integration with WFM tools like Verint.
April 30, 2021
Very pleased with our experience
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.
- Easy setup in terms of different departments and chat windows.
- Flexibility in managing the current setup as well as testing new features and setup options.
- Easier translation and enhancement capabilities.
- Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
- Native mobile applications to provide added support.
- Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.
April 08, 2021
Exceeded our expectations!
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.
- Easy to use
- Simple Integration
- Detailed Reporting
- Mobile Integration
April 08, 2021
Improvement over other chat services
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.
- Wide scope of customization
- Great onboarding and ongoing support from the Bold team
- Easy to implement
- Rules analysis could be more intuitive
March 11, 2021
Great product, great team
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
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
- The National Language Processing (NLP) feature to pull up relevant knowledge works well
- Implementation was not a difficult or timely process
- Our Customer Relationship Manager (CRM) Jeff Shane is very attentive to our needs, hears out all asks and very accessible
- Bold360 ai admin portal ease of use. Not difficult to create knowledge for the chat bot.
- Reporting capabilities in the Bold 360 ai portal were challenging to understand
- The Voices feature, which are the words and phrases entered into the bot that do not have knowledge associated with them, is a cumbersome time consuming process to control.
Score 8 out of 10
Vetted Review
Verified User
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.
- Unique design.
- Ease of use.
- User friendly.
- AI simplified.
- Nice balance of technical and non-technical functionality.
- Proactive marketplace innovation.
- Urgency to jump into another market with its solutions.
- Staying competitive in features.
March 04, 2021
Best suited to simple questions and answers
Score 8 out of 10
Vetted Review
Verified User
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.
- Allows customers to self serve and is excellent for ticket deflection
- Give all customer-facing employees (both in and out of customer support) access to company knowledge
- Allows you to store translated versions of the KB articles in separate knowledge bases.
- Provides good insight into customer interactions with our support center/Bold360
- Search capabilities can be improved
- Reporting capabilities could be improved
- Article workflow capabilities could be improved
- A graphical representation of the chatbot workflow is needed
February 25, 2021
You don't need to be sat at your desk to offer support to your customer enquiries. Bots can be your extended team!
Key channel for managing our customer contacts (motorists), combining both via our product website and in-app solutions in our UK customer care team. Especially supporting lack of telephone cover during UK lockdown and limited office attendance. Helping remote working effectiveness.
- Provides flexibility of how we manage our customer contacts, in an environment currently where we have reduced capability of covering office based telephones.
- More efficiencies gained, as a customer care agent can handle up to 4 live chats at same time vs 1 phone call or 1 email.
- Good quality reporting to help us recognise trends and customer habits, and allows us to continue building the intelligence for chatbot activity.
- Support from both account manager and systems is reliable and always helpful to our needs, from start of implementation through to day to day ongoing.
- My agents are main users and they enjoy it, so I am not aware of any new features to help them right now but will continue to ask.
- Reporting for me is always something to focus on - ease of identifying data, retrieving and offering graphics to use for presentation of facts to senior management.
April 18, 2019
Bold 360 at Frontier Communications
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.
- 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.
April 04, 2019
Why I love Bold360
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.
- Bold360 captures conversation history for later review and/or coaching.
- Bold360 allows the organization to have multi-users throughout several departments.
- Bold360 is quick and efficient.
- I would like to see where the end user is located, not just the country.
- I would like to have easier access and save capabilities to conversation history.
- I would like for it not to log me out or time out so quickly.
February 15, 2019
My experiences with Bold360
We use BoldChat to communicate with our Groupon customers. It is a tool for live chat which has improved our customers' experience, and in turn, increased our customer satisfaction percentage. It allows for real-time chat and has several tools integrated that let you check details about the customers, their purchase(s) and what to do for their issues or concerns. The problem we have had with BoldChat is if you use the space bar when a customer disconnects the chat, it will automatically redirect to another page and lose all the data and the details of the chat. In that case, it has to be reloaded and documented again. Other than that, it is the best tool to communicate with our customers, embedded with a lot of shortcuts to make things easier.
- It makes wrap up time and documentation of the chat details much easier.
- User-friendly integration with an internal tool that can suggest likely solutions for any issue the customer is having. We only need to identify the issue and choose the most suitable reason for customer contact; the tool will then help make a decision on how to resolve the customer's queries or issues.
- We can take multiple chats at a time and it switches between chats perfectly. It also helps with adherence to the response time by using a timer.
- If content is copied and pasted from an external page, the color and size will appear as it was in the original, which looks silly. To solve this, we have to use a notepad or other tool to change it to the default text size and color.
- When logging in, sometimes it won't let us change the status to available to take the chats. Seems to be some bug in the start-up phase.
- Autocorrect options are not available, we need to install an external extension to autocorrect misspellings.
January 22, 2019
User Group
We use Bold360 across my organization as a communication tool between internal departments and field technicians. This allows my agents to multi-task with up to three chats and still perform other offline functions at the same time.
- Ability to track entire conversation for post chat quality and compliance audits.
- Great interface for real-time management of the workflow and queues.
- Provides data to allow for the viewing of incoming trending and SLA compliance for answering time and chat duration.
- Reporting.
- Managing permission between user groups.
January 22, 2019
Rock On!
We use Bold Chat for Global Groupon Customers for their daily services purchased on Groupon.
- Easy for the user to work on and benefits customer with immediate responses using the snippets.
- Canned messages help agents to filter and respond to customers appropriately.
- Current queue status and the open chats help agents understand the volume and work accordingly.
- Bold Chat should provide the agent with their daily report rather than wait for someone to pull the reports separately.
- Bold Chat desktop App had a feature to display the number of chats answered in the status bar that can be integrated here.
December 21, 2018
BoldChat Rocks!
Predominantly being used by our digital customer service team. Secondarily, it is used by a cross-functional group of "universal agents", who are able to handle any interaction (phone, chat, email, etc.). Finally, it is used by the broader agent group for customer service emails, and for small email sends. For example, if an item is out of stock and we need to reach 50 customers, we will use BoldChat to email those customers due to limitations using Outlook email.
- Reporting - Out of the box reporting is very good and well documented.
- Customer focused. Very responsive to issues. Assigned client relations manager works as our advocate.
- Forward thinking - technology roadmap.
- Would like to see BoldChat implement a universal ACD that delivers calls, chats, emails & social - all from one platform.
BoldChat is one of the best feature rich live chat software that I have found. We are using it in some of our processes that support multiple businesses.
It was serving very well - we use it for mainly customer service requirements. It'sItssatile features are very much helpful for our agents in addressing customer issues quickly.
It was serving very well - we use it for mainly customer service requirements. It'sItssatile features are very much helpful for our agents in addressing customer issues quickly.
- Proactive Live Chat: BoldChat provides a proactive live chat feature that can increase user experience. Businesses that go online often expect that customers would just flock to them with their queries. We want to give a more engaging experience to users as they navigate our websites, assisting them in any way and every way possible. That is why you should not just wait for visitors to open up a chat session with you but rather proactively approach visitors and chat with them.
- Customization: The level of customization provided within the box was very helpful not only limited but in organizing various customer types and departments very well. Chat transfer helps in effective customer handling based on their problem category.
- Integration: Boldchat can be integrated with third-party services that can collect required info regarding our website and customers. It can helpcustomer base and developing new marketing campaigns.
- Reporting: When it comes to the reporting part, it can really improve a lot as the default reports provided were giving only high-level info that is required for our process. If it can provide drilled down reports with various custom options to pinpoint a particular chat or a more verbose report of a particular agent's activity, it'll be much better in tracking.