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.
Recent Reviews
Awards
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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.
Entry-level set up fee?
- 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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Reviews and Ratings
(103)Attribute Ratings
Reviews
(1-25 of 53)Companies can't remove reviews or game the system. Here's why
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.
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.
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.
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
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
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
March 18, 2021
Chatbot helps improve access to government information.
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.
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.
March 11, 2021
Bold360--great bot with a live chat option!
Score 8 out of 10
Vetted Review
Verified User
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.
March 11, 2021
Bold360 Review
Score 9 out of 10
Vetted Review
Verified User
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.
March 11, 2021
A chat and email environment built to scale globally.
Score 9 out of 10
Vetted Review
Verified User
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.
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 10, 2021
Outstanding Service from Bold360
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.
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
March 01, 2021
From Help Centre to Self Service
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.
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.
February 21, 2021
Easy, quick and self-sufficient
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.
February 19, 2021
360 Review
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.
November 26, 2019
For success, choose the best
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?
November 13, 2019
Love Gold? Love Bold360!
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.
November 12, 2019
Bold360 Review
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.
November 02, 2019
I like your Bold360
We use Bold360 for our whole organization to have live chat sessions with our agents.
- I like the candid answers that the systems provide.
- Nothing needs to be different.
November 02, 2019
Bold can be better
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.