Genesys DX (formerly Bold360)

Genesys DX (formerly Bold360) Reviews

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Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Bold360 is strong when it comes to their implementation team and the regular support they provide their employees. With their support of the development of the program, they could focus more attention on how to provide the client the best training. While their solution is easy to learn, the training of the solution and how to fully take advantage of the program requires more attention. Bold should consider working closely with their client and develop training based on that need. Lastly, provide the ability to determine when agents are available to take a live chat. Still struggle hour to display live chat availability within the chat articles, due to the inability of the tool to recognize the operational hours.
The Bold360 team has been supportive throughout the process. My reason for providing the 8 rating is due to the training curriculum. I believe Bold should work closely with the client to determine what training would best support the customer's needs.
Bold offers a user-friendly chat product.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
The AI solution that Bold provides will help automate a lot of common questions that customers may have. The line of sight a supervisor or manager has on customer activity is just right.
All questions were answered and the accessibility to the team for training and issue resolution was exceptional.
There was a small learning curve to get up to speed on the naming conventions but overall it did not take long to quickly learn how to navigate through the tools available and digest the information available to make informed business decisions.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 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
Bold360 covers many different needs to improve customer service in an organization. To this end, it is also particularly well suited for use with products or services that require explanation.
The cooperation with the Bold team is constructive and goal-oriented.
The application is very comprehensive and user-friendly in most areas. During our collaboration, parts have already been optimized again.
Dawn Connet | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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!
  • 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 chatbot and live chat features have worked well for us. What we have discovered is that many of the engagements are very specific questions like "Which prison is John Public located in?" which is too specific to be addressed by the chatbot. We need to identify which application integrations would be the most beneficial to make an investment. It's great that we have the opportunity to extend the chatbot into applications but we need to do an additional evaluation before moving forward.
The Customer Relationship Manager keeps us updated on new features and helps us to implement them. This extra help and support has been awesome.
The system is easy to use. Understanding training phrases and writing for chat is a learning experience. If there were more examples of phrase your question this way, eliminate using these words, etc. would be helpful.
June 11, 2021

Bold360 best tool

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
They have the best support team overall with a good product as we have hardly contacted the support team and whenever we did it was a quick resolution.
Have not found best resolutions so far as we have gotten from Bold360 support team. They are always so alert and supportive.
I would say, you do not need to be that technical to understand and use it, it also saves ample of time with best results saving AHT.
Patrick R. Egloff | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Fast integration [with] a lot of functions. Can [be] used for a seamless customer experience.
We need more German support. More Best Practice. Response Time.
Great solution with very many options that can be easily and inexpensively implemented.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Bold360 is perfect for a one-stop chat platform with enhanced capabilities like AI and video chat platforms. It provides a well-rounded suite of options for businesses and users to engage and talk to the service professionals on the other side. It also offers a lot of flexibility to agents too in providing smart responses in a timely manner.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
Good for companies seeking quick and dedicated support. May not be a good fit for companies on a budget or that are seeking a chat bot that can utilize prior messages in conversation.
Dedicated customer success rep and quick responses from the support team have proved helpful.
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Works great for us.
All support issues have been answered very quickly. The Bold360 team is super friendly and a pleasure to work with.
Very easy to use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
  • 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.
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us.
One factor to consider would be the frequency of having to use their support team. In the 2 years, we have been using the Bold360 ai bot we've only had to use contact their support team just a couple of times and each time the communication was timely and efficient with resolution.
Product dependability, reliability and usability is very important so we are satisfied on that side with the product to date but just as important is the relationship building with the vendor and CRM. Their willingness to stay engaged, listen and go above and beyond to make sure there is satisfaction has been excellent also.
Anthony M. Pacitti II, MBA, MSIS | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
[It] really depends on the use case. For help desk, it is a growing capability and opportunity for them, which is where we use them today. If your building something external facing, I have only heard positive feedback from other customers. If you are looking to do heavy API automation with the platform, Bold360's design may not best be suited.
Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
The live chat client can take time to learn but the AI part at its core is more user-friendly [than] most solutions in the marketplace.
Sharita Sims | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
I would recommend Bold360 to any operation hoping to build a complex knowledge base that needs to be accessible to a large number of employees.
The Bold360 team and VIP Support alike remain on-the-ready to assist as our needs arise. All have been easy to reach and follow-ups are consistently quick.
While we are still making improvements and working towards increased overall user acceptance, we have experienced and received outstanding feedback on the ease of use of the Tool. Our employees utilize the Bot as a search engine, and have had no issues learning to incorporate it to help with their daily job demands.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Bold 360 is easy to use to create the articles that customers will read. It has rich content (links, tables, videos, etc.).
There was a project manager change during implementation which always ends up impacting part of the project. The costing model was not totally clear with regard to the features to be made available once the actual product is purchased: ei professional costs are based on features implementation.
As we are learning to use the tool, it opens up huge opportunities to serve our customers better and get better value from it.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Suited to helping a contact centre drive down costs with reducing calls/emails by use of chatbot and live chat. Suited to helping cross-country customer care depts. interact / consolidate more, maybe with language options easily translated.
Our experience in customer care team has been very positive from start to finish. Help [was] provided to understand how we wanted to use it and why, ongoing support is very good, has given excellent results so far to our volume handling, and self service scores running at 83% - which is helping to drive down our other incoming volume trends and potential costs.
We are still feeling the impact of Covid-19 so our volume's not 'normal' right now, but the flexibility [that] chat has given us was essential, and continues to be during remote working and lockdown constraints.
Agents like it - its easy to train on and use.
February 19, 2021

360 Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Given the wide variety of products and services offered via Bold360, I am confident in saying that any scenario could find a suitable use for the products. The flexibility and customizability of the platform can work for many.
Very quick and efficient handling of technical issues (even if they are my own fault!). Always happy to support where they can.
For the most part, the system is very user-friendly, and once set up out of the box according to your parameters, it works as intended. There are some features that were confusing to those who may not have a strong technical understanding, however with minimal impact on the overall use of the product.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
It fits quite well to our use case, so I would recommend it.

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.
The customer support is not always as fast as desired, but our own customer support contact is great.
Great usability of Bold360ai, not so great for Bold360 live chat (layout is worthy of improvement; some settings are hard to find).
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
[Bold360] is well suited for a large volume customer base where having customers served by the bot is important for reducing traffic to live agents. We have one region that would prefer to have everything channeled to a live agent rather than spend time managing the articles.
The support we have received for training, fixes, and feature requests has been very good.
Bold360 has delivered as expected for the AI/bot aspect. I was under the impression it would integrate with our UCaaS [but] it doesn't.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
I think Bold360 is best suited to simple questions and answers more than articles containing complex solutions, which require very detailed formatting.
The customer success manager, account manager, and support team are very helpful and responsive to issues.
Generally very good usability but with a couple of weaknesses.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
As I mentioned before, we use Bold360 to save money/time on answering customer questions. It's a great way to provide your customers with information and not having to hire somebody to answer all the customer questions.
Bold360 is a good system and we have had good support. However, this project was not implemented in the timeframe we were expecting and sometimes it takes a bit long in our opinion to get a bug fixed.
It's really easy to use and self-explanatory.
March 11, 2021

Bold360 Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
Bold 360 is being used on our .com sites for customer help faqs along with helping our internal colleagues across the whole [organization].
  • 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.
I have used various content systems from other companies and Bold360ai is by far such as a simpler system to create and manage content.
Bold360 provides a lot of features [that] can be implemented with minimal effort. The simple UI design of the console enablers colleagues who aren't developers to create and deploy content with minimal friction.

The Bold360ai team [is] also developing more features released each month and are also willing to support [customization] to support your business operation.
Bold360ai is by far the easiest system, as a result, this enables you to build and scale quickly across the [organization].
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Bold360 to assist the customers through chat support. I feel very comfortable while handling the chats with this application. The details are very easily accessible and I just love the design made. We have 4 partitions on the screen: first, I can easily check the number of chats available and my appearance status, second, I can handle the chats, third, we have canned messages, and last, I can find the customer details. So all-in-one screen!

It would be still more awesome if we would get a chance to maximize or minimize those partitions easily. For example: If users paste a long email we need to scroll up to view it from beginning because the chat taking screen is small. Also, the discussion tab available is not very useful, we do not get any notification if anybody sends a message.

Kindly look into that and apart from that I am very much satisfied with using this application.
  • 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?
Web applications are easily accessible anywhere so it is one of the main advantage. Search field is so advanced I can get all the related information with one single word.
November 13, 2019

Love Gold? Love Bold360!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Its good to interact with customers, but has formatting issues.
November 02, 2019

Bold can be better

Srinivas Rao | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Bold360 is being used by one of the departments, and unfortunately, most of them have shifted to the desktop application.
  • 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.
It is user-friendly and does not get stuck like the desktop one does at times. It is web-based so you can use it and log in through any browser. There is a large scope of improvement. Best is to improve the desktop version as I think that is Bold's identity.
November 12, 2019

Bold360 Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
Bold 360 is used for interdepartmental support.
  • 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.
My computer has had to be force reset and Bold360 preserved my chat every time. Type chat is never as fast as talking though.

Genesys DX (formerly Bold360) Scorecard Summary

What is Genesys DX (formerly Bold360)?

Genesys DX (formerly Bold360) is a customer engagement solution delivering personalized interactions and boasting fast time-to-value. According to the vendor, the product leverages the power of AI, to help personalize and enhance every engagement no matter where it takes place, allowing companies to deliver richer and more consistent customer experiences seamlessly across both AI and agent-based interactions. Genesys DX is designed to deliver intelligence with simplicity, allowing agents do what they do best – be human.

Bold360 was acquired by Genesys May, 2021, and became a Genesys product.

Genesys DX (formerly Bold360) Video

Bold360 Can Help Make Every Customer Experience Great

Genesys DX (formerly Bold360) Competitors

Genesys DX (formerly Bold360) Pricing

Genesys DX (formerly Bold360) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

What is Genesys DX (formerly Bold360)?

Bold360 is a live chat engagement and chatbot AI solution. Bold360 was a LogMeIn product from 2012, and then acquired by Genesys in May 2021. It is now a Genesys product.

What is Genesys DX (formerly Bold360)'s best feature?

Reviewers rate Support Rating highest, with a score of 8.3.

Who uses Genesys DX (formerly Bold360)?

The most common users of Genesys DX (formerly Bold360) are from Enterprises and the Retail industry.