Genesys DX (discontinued)

Formerly Bold360

Bold360 is used by our customer service department, so reliable that the team has got used to it now.

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.

Multiple departments at our company that speak directly with customers use Bold360 to handle our live chats. In my department (marketing), we use it to manage our automated chat robot. The chat bot helps us save the sales team time addressing commonly asked questions that can easily be addressed automatically. It also helps our users to find the appropriate place on our website for their needs. It has reduced our average speed to answer chats, the number of chats handled by our Agents, and our number of unanswered chats significantly.

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

In our organization, Bold360 is used by our sales department. By implementing the bot on our website, it gives users all the information they need as well as the possibility to connect with one of our sales agents via live chat. Bold360ai has enabled us to decrease the amount on incoming live chats while still being able to provide answers to all website users.

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.

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.

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.

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.

We use Bold360 for our whole organization to have live chat sessions with our agents.

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