Genesys DX (discontinued)

Formerly Bold360

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.

Great solution with very many options that can be easily and inexpensively implemented.

Bold offers a user-friendly chat product.

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.

Very easy to use.

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.

The application is very comprehensive and user-friendly in most areas. During our collaboration, parts have already been optimized again.

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.

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.

Great usability of Bold360ai, not so great for Bold360 live chat (layout is worthy of improvement; some settings are hard to find).

Bold360ai is by far the easiest system, as a result, this enables you to build and scale quickly across the [organization].

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.

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.

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.

Generally very good usability but with a couple of weaknesses.

As we are learning to use the tool, it opens up huge opportunities to serve our customers better and get better value from it.

Agents like it - its easy to train on and use.

It's really easy to use and self-explanatory.

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.

Canned messages, history, data recording are excellent. Support is proactive and responsive. Pulling information from the Bold reports and not knowing all the enhancements or tricks to research Bold chats (at first) can create a learning curve.