User Group
January 22, 2019
User Group
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
We use Bold360 across my organization as a communication tool between internal departments and field technicians. This allows my agents to multi-task with up to three chats and still perform other offline functions at the same time.
- 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.
- We have started to use bots and they have been a significant deflection of chats from live agents.
Bold360 is a significant improvement over our internal solution.