Genesys DX (discontinued)

Formerly Bold360

We implemented it very easy.

Saved time.

Easy to use and understand.

Reporting should have been a bit more easy.

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.

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.

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

Easy to use

Simple Integration

Detailed Reporting

Mobile Integration

Wide scope of customization

Great onboarding and ongoing support from the Bold team

Easy to implement

Rules analysis could be more intuitive

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

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.

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.

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.

Simple UI which allows teams to create content quickly.

LMI support model around Bold360, the team are very helpful.

Ability to change UI/Content simply without having to rely on developers.

Conversational Builder needs to be more flexible to allow content to move around different [positions] or link into the same content within the same article.

Image and document library so content managers can store files and images which can be used in multiple locations.

Improve content workflow for publishing content.

Improved search parameters for entities.

We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.

Email integration with Outlook has helped channel emails to agents by skill set.

The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.

I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.

Out of the box support for one or two third party UCaaS.

Ability to pull Email metadata into our API integrated CRM.

Automating daylight savings would be beneficial and expected as an out-of-box feature.

Bold dashboard channeling and the self-service score should be able to filter by region. It's set to global only.

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.

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.

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

The platform can be managed by the operational team as it is intuitive.

The ease of changes to the content.

The dashboard and analytics are rich and easy to use.

The templates for the design of the pages could be more flexible.

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.

Clear insights in what the website visitors are looking for.

Easily add articles from live chat to help center.

Easy to use system.

Translating the Help Center in different languages could be easier.

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.

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?

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.

This is the best most flexible chat tool I have ever used.

My computer has had to be force reset, and Bold360 preserved my chat every time.

The canned responses are very flexible.

The autocorrect seems to reset and has to be reconfigured.

I like the candid answers that the systems provide.

Nothing needs to be different.

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.