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Genesys DX (discontinued)

Genesys DX (discontinued)
Formerly Bold360

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.

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Recent Reviews

Bold360 Review

9 out of 10
March 11, 2021
Bold 360 is being used on our .com sites for customer help faqs along with helping our internal colleagues across the whole [organization].
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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

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Pricing

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Genesys DX (discontinued)

Genesys DX (discontinued)

N/A
Unavailable

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…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

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 SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

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Reviews and Ratings

(103)

Attribute Ratings

Reviews

(51-53 of 53)
Companies can't remove reviews or game the system. Here's why
December 21, 2018

BoldChat Rocks!

Verified User
Director in Customer Service
Retail Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Predominantly being used by our digital customer service team. Secondarily, it is used by a cross-functional group of "universal agents", who are able to handle any interaction (phone, chat, email, etc.). Finally, it is used by the broader agent group for customer service emails, and for small email sends. For example, if an item is out of stock and we need to reach 50 customers, we will use BoldChat to email those customers due to limitations using Outlook email.
Pros and Cons
  • Reporting - Out of the box reporting is very good and well documented.
  • Customer focused. Very responsive to issues. Assigned client relations manager works as our advocate.
  • Forward thinking - technology roadmap.
  • Would like to see BoldChat implement a universal ACD that delivers calls, chats, emails & social - all from one platform.
Likelihood to Recommend
We have not been out to market for some time, but when we RFP'd and implemented BoldChat back in 2013, the pricing was attractive and very competitive. Software updates and technology changes are well-communicated with real-time updates. Has an excellent skills-based routing too. Would like to see improvements to survey reporting.
December 20, 2018

Bold360 - Consumer Engagement Made Easy!

Verified User
Administrator in Corporate
Information Technology and Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Bold360 is utilized across multiple companies/departments.
Pros and Cons
  • Easy to configure and implement
  • Many options for customization
  • User friendly on the frontend and backend (users and customers)
  • The monitoring or supervisor dashboards could use some improvements
  • A development or testing environment would be beneficial but currently there are workarounds
  • A single URL for all access (agent dashboard, supervisor view, administration, etc.)
Likelihood to Recommend
Great tool to engage consumers to chat in order to serve them quickly. Also great for FAQ's and auto answer to consumer requests.
March 24, 2017

BoldChat - Experience the power of harnessing live chat feature

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
BoldChat is one of the best feature rich live chat software that I have found. We are using it in some of our processes that support multiple businesses.

It was serving very well - we use it for mainly customer service requirements. It'sItssatile features are very much helpful for our agents in addressing customer issues quickly.
Pros and Cons
  • Proactive Live Chat: BoldChat provides a proactive live chat feature that can increase user experience. Businesses that go online often expect that customers would just flock to them with their queries. We want to give a more engaging experience to users as they navigate our websites, assisting them in any way and every way possible. That is why you should not just wait for visitors to open up a chat session with you but rather proactively approach visitors and chat with them.
  • Customization: The level of customization provided within the box was very helpful not only limited but in organizing various customer types and departments very well. Chat transfer helps in effective customer handling based on their problem category.
  • Integration: Boldchat can be integrated with third-party services that can collect required info regarding our website and customers. It can helpcustomer base and developing new marketing campaigns.
  • Reporting: When it comes to the reporting part, it can really improve a lot as the default reports provided were giving only high-level info that is required for our process. If it can provide drilled down reports with various custom options to pinpoint a particular chat or a more verbose report of a particular agent's activity, it'll be much better in tracking.
Likelihood to Recommend
Features provided for agents are very easy to use but handling multiple customers at a time may face challenges in navigating. Agents can engage in multiple chats at same time and the navigating features they need to serve our customers take time to use – making multitasking workable, but challenging. It would be better if some improvements were made in this context.
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