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.
Store knowledge of employees and customers and secure it for the company
Bold360 Chat AI Bot
Very pleased with our experience
Good option and support for simple chat bot functionality
Exceeded our expectations!
Improvement over other chat services
Taking customer service to a new level with a smart solution
Chatbot helps improve access to government information.
Great product, great team
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 …
Bold360--great bot with a live chat option!
Bold360 Review
A chat and email environment built to scale globally.
Using Bold360 to enable employee support empowerment through automation.
Outstanding Service from Bold360
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
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
5 people also want pricing
Alternatives Pricing
What is Einstein Bots?
Salesforce' Einstein Bots provide customers with intelligent, self-service bots. Requires Service UE or Digital Engagement. It is a self-service solution and add-on to the Salesforce Service Cloud, and is available with a Enterprise or Unlimited edition.
What is Birdeye?
Birdeye is a reputation management and digital customer experience platform for local brands and multi-location businesses. Over 100,000 businesses leverage Birdeye’s AI-powered platform to engage seamlessly with customers, drive loyalty, and excel in their local markets.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Genesys DX (discontinued)?
Genesys DX (discontinued) Video
Genesys DX (discontinued) Competitors
Genesys DX (discontinued) Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(103)Attribute Ratings
Reviews
(1-25 of 30)- Integration
- User friendly for the team
- Cross over functions
- Self services for the admin.
- Use as a Product FAQ in each product website with rating.
Bold360 Chat AI Bot
- 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.
Very pleased with our experience
- 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.
- Dedicated Customer Success Rep
- Easy to Manage New Chat Bot Articles
- Quick Responses from Support Team
- Integration with GeoFluent for Translating Chats
- Chat bot's understanding of inappropriate answers to questions relies too much on user feedback
- Chat bot has no recognition of prior messages in conversation outside of pre-set conditional logic
Exceeded our expectations!
- Easy to use
- Simple Integration
- Detailed Reporting
- Mobile Integration
- The knowledge database and artificial intelligence answer many questions without the intervention of the service staff
- The analysis functions give us a good picture at any time of which contents we still need to improve or make available again.
- The Agent Workspace facilitates work in personal customer consulting by bringing together all channels
- The creation and display of the decision trees in the backend could be made a little more userfriendly
Chatbot helps improve access to government information.
- The new Entities feature has allowed us to take data buried in pdf documents on websites and make it searchable through the chatbot.
- The Account Watcher role allows our agency users to leverage Search Optimizer to find keywords of questions and understand the relationships between questions and understand conversational paths.
- Bold360 has allowed us to identify website usability issues in a way that we couldn't understand when using Google Analytics.
- It would be helpful to have a dashboard view or flag in the list of knowledge articles of questions with warnings to easily cleanup and identify similar questions and issues where the chatbot needs us to be more specific.
Bold360--great bot with a live chat option!
- Intelligent bot
- Easy to use
- Great layout, especially in Bold360ai
- It would be great if you could log in in one admin setup and see all settings for both bot and live chat.
- If the first one is not possible, it would be great if the layout of Bold360 live chat admin setup would be as great as it already is for Bold360ai (bot).
- Faster support service would be great.
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.
- 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.
Outstanding Service from Bold360
- Great communication. Our team remains up-to-speed on all changes, updates, new releases, etc. Anytime we need assistance, we're easily able to connect with someone from the Bold360 team.
- Bold360 does well with catering to our operation's unique needs. We utilize the Tool internally only at this time, and our nuanced support requirements have posed no challenges with the Bold360 team. They have consistently gone the extra mile to assist.
- Nothing at this time.
You don't need to be sat at your desk to offer support to your customer enquiries. Bots can be your extended team!
- 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.
360 Review
- Intuitive system functions with capability for advanced users if required.
- Great technical support for their clients.
- While the "intent" approach of the embedded widget is great, I would like to see an automatic keyword search when single word entries are made.
For success, choose the best
- You will get all the details in one screen.
- Easily accessible options.
- Very scalable to use.
- We do not get notification in Discussion tab.
- End Chat option should have another UAC. Sometimes, accidentally we click on End Chat because all other buttons are grouped together.
- Can we have different themes to select?
Love Gold? Love Bold360!
- User-friendly
- Does not crash or have any technical issues
- Easy to understand the functions and it's easy to teach the tool to others.
- Formatting Issues
- It would be better if there is a walk around for chats that get disconnected due to an interrupted power supply.
- The window (space) to interact with customers can be made wider.
- Also, timestamps like in BoldChat can be implemented in Bold360.
Bold can be better
- It is colorful.
- Canned responses are integrated without custom made responses.
- Toggling between chats are good.
- It should not be on a Browser, the stand-alone application is required.
- The information is jumbled up and too confusing.
- The graphics occupy a lot of space.
Make work easy with Bold360.
- Navigation part is nearly good. Very easy to handle.
- Bold360 is very user-friendly so that a non -techie can also access it very easily.
- Bold360's look is very good, different fonts and colors give us a fresh view.
- Bold360 needs some improvement in the comment box. Like sometimes it is different to change the font.
- Bold360 multitasking can be improved.
- Some hard parts are accessing the information via Bold360.
Let's chat about Boldchat
- Ease of use - the setup is simple. Receiving chats is quick and efficient
- The ability to organize chats - our company has multiple assignment groups and this program allows a breakdown to all those groups.
- The ability to format to each user - I can easily tailor personal responses so I don't have to type everything out. It's a very simple process and easy to access.
- Transfers seem to be an issue - as noted before my company has many assignment groups. I have noticed some issues with the bot assigning chats to the wrong group ... Even when the user is picking the correct options.
- Would like more choices for individual settings - while I do like the tailoring of answers as noted earlier, I wish there were more options for individual settings.
- Pretty reliable
- Custom design options for chat windows/chat buttons. Multiple chat windows with different settings
- Unlimited canned messages and comfortable settings
- Hot keys for templates
- Proactive chat option
- Missing Facebook integration
- Poor design
- Pre-chat window with auto-answers is not flexible to set up
- Pricey
Bold360: A Bolder Way to Communicate
- Bold360 Allows us to disposition emails and online chats so we have a better understanding of the reasons our customers are contacting us overall.
- Bold360 Retains the communications with our customers so reps can review them and see the former communications which helps serve our customers more efficiently.
- Bold360 can categorize incoming communications so the proper departments receive that communication.
- Bold360 could really use the ability to locate specific chat or email logs when not currently in an email or chat with the customer. BoldChat has this feature but Bold360 does not.
- Bold360 should have the ability for users to change settings such as fonts and notifications without having to track down an administrator.
- Bold360 experiences lag and freezing issues system-wide. Thankfully it's not usually more than 30 minutes at most.
Why I love Bold360
- 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.
- Bold360 allows us to easily switch from email to live chat platforms so we can multitask using both platforms simultaneously.
- Bold360 allows us to focus on the live chat or the email platform so we are able to focus on one agenda if necessary.
- Bold360 gives us a dashboard view of agent performance which is easy to understand and gives a great snapshot of key performance measures per associate.
- I wish Bold360 allowed for use of the canned messages with the quick key/short cuts that we have in the Desktop Application Operator Client.
- I wish Bold360 would allow agents to move emails and chats to different folders (not just reassign to a different department or agent).
- I wish Bold360 allows for an overview of agents logged into this service (like the Home Tab in Desktop Application Operator Client) and also an overview of the current live chat sessions so we (not administrative users/coworkers) know which of our other agents are not chatting and can accept more chats if they have put their status as away.
Great for paid support
- Allows easy logging into a PC.
- User-friendly
- Support is great.
- Ability to allow more than one person to log in.
- More pick up and go options, less configuring.
The Magic of Bold360
- Real-time messaging feature is brilliant. Even though you refresh the page, the contents remain. It is extremely fast.
- You rarely face any performance issues. In my one year of usage, I've only faced very minimal issues less than two or three times. I mean any application will break at some point, but Bold360 is just awesome.
- Multitasking is a delight. Chat with any number of customers with ease.
- Simple customization features allowed for the user would be great, which doesn't affect the overall performance of Bold360. Like the layout and the color.
My experiences with Bold360
- 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.
User Group
- 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.