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
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Alternatives Pricing
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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
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Reviews and Ratings
(103)Attribute Ratings
Reviews
(26-50 of 53)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.
Happy with Bold360!
- Offers alternate ways to assist our clients.
- Maybe offer longer hold times before the chat is dismissed.
- Connects to customers quickly
- Ease of use site wide
- Updates and administration are minimal
- Cost is very competitive
- Limited features, but even then it's lite
- Controls could be a touch more intuitive according to some agents
- Default layout is just okay
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.
Bold 360 at Frontier Communications
- Bot for assisting visitors with helpful links
- Canned messages
- Quick reply to changing operators queues
- Bold reports: can be difficult to use.
- Alerts for new Bold chats lacking if an employee working other items.
- Bold logs the operator out if there are no chats for 30 mins. Missed chats or queues can show offline.
Bold360 is great
- Makes it easy to communicate well with others.
- Alerts me when I receive a new message.
- You can send emojis.
- We would like more emojis.
- Needs easier block features.
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.
9-5 With BoldChat
- It allows us to see the customers questions when they are waiting in the queue. This allows us to prepare our response, providing a quick but detailed customer experience.
- The chat history of a customer is visible for all to see. This is very essential when a customer references a past conversation with an agent. We are able to view the conversation and refer to it to better assist the customer.
- We are able to provide detailed categorizations. This helps our supervisors see what topics are common for customers to chat with us about.
- During times of high volume, Bold Chat will lag behind in both our ability to quickly answer a chat or respond. This affects our Average Speed to Answer stats, which are important to our performance scorecards.
- If we are in one chat and another comes in and we try to answer, it will sometimes automatically send the response in the first chat. This leaves the second customer waiting longer and the first customer confused on why we sent a response that wasn't meant for them.
Bold360 Review
- Allows multiple employees to help the same customer depending on who is currently on shift.
- The chat program is easy to use.
- Search features enable you to search for chats and email.
- Copying and pasting should automatically match the existing formatting.
- Canned messages do not work well even when searching for them.
Bold360
- Bold Console is far better than Bold360. The Bold console has a lot more options which 360 does not have. The only advantage of Bold360 is the reconnect option when connections are interrupted.
- Chat Disconnects, or old chat reconnecting if the customers are trying to connect again.
- If Bold360 is provided with options that are available in the Bold Console it would help a lot. There is no discussion tab, and no option available to see our scores.
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.
Bold360
- Easy access to the clients' information
- Easy login method
- Bold360 refreshes automatically and the welcome statement goes thrice in the middle of the session.
- Sessions get disconnected automatically.
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.
Rock On!
- Easy for the user to work on and benefits customer with immediate responses using the snippets.
- Canned messages help agents to filter and respond to customers appropriately.
- Current queue status and the open chats help agents understand the volume and work accordingly.
- Bold Chat should provide the agent with their daily report rather than wait for someone to pull the reports separately.
- Bold Chat desktop App had a feature to display the number of chats answered in the status bar that can be integrated here.
User Friendly Bold Chat
- Canned messages to speed up your typing
- Shows a pop up that is hard to miss when you get a new chat
- User friendly
- Automatically logs us out when not being used
Bold360 Review
- Easy to use - the web-based login is very simple & easy to navigate.
- Keyboard shortcuts - helpful & provide efficiency.
- Auto responses provide prompt response time.
- Wish more than one person could be logged on at once or you could bump the other person off when you log in to the account.
- The desktop app is kinda clunky and is an older design.
- When you use the desktop application, I have to restart my computer each time I want to re-open it. That gets old and annoying.
Great value for the price
- Fast
- Simple
- Efficient
- Looks dated compared to competitors.
- Can be clunky at times.
- No decent Mobile app integration.
Bold360 helps our business run smoothly.
- We love how the program lets us communicate seamlessly with our customers. It is easy to use for us and the customers.
- We enjoy the many functions that the program provides including spell check, the ability to add pictures, and link customers to their ideal product.
- From time to time, my agents do have issues logging into the system. Once they do, however, the program runs smoothly.
- A nice to have would be a way to accept payments directly through the chat.
I've seen sunshine and I've seen rain...
- Auto answers was able to streamline some of our most common requests and allow us to address more advanced issues in a timely manner.
- Custom button design was a hit when integrating it into our site.
- Omnichannel help our team be more efficient.
- Cost is high.
- Everything is an add-on.
- Anything beyond simple support comes with a high price tag.
How Bold is Bold360?
- Bold360 does well at routing emails and chats to the proper departments.
- Bold360 does well at routing the oldest emails and chats to the first available representative.
- Bold360 does well at retaining previous connections with the customer and has it readily available for review.
- Bold360 does not make it easy to retrieve the customer information when you are not currently interacting with them.
- Bold360 is too quick to close out after a customer closes the interaction not allowing enough time for follow up.
- Bold360's wrap-up menu is not easy to navigate requiring you to go through multiple menus while not keeping the previous menu locked open. So a slight mouse movement will close all menus. It should use a click to hold a menu open and go to the next instead of the highlighting a line to open the next menu that will switch if you scroll over a different line. It's very frustrating especially in the few seconds you have between the interaction closing and the next one being assigned.
- The workspace has issues displaying all the information. There are times where an email is cut off because it does not wrap-around and there is no scroll bar to scroll over. You have to highlight the text and read as you are highlighting it or copy paste it elsewhere to read it all. This only happens in emails or in reading previous interactions.
- Definitely should make the panels on the workspace resizable. If I am reviewing previous transactions I'd like to make that panel bigger so I can read it without having to scroll.