Bold 360 at Frontier Communications
Tommy Thornington | TrustRadius Reviewer
April 17, 2019

Bold 360 at Frontier Communications

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Bold360

Bold 360 is currently being across the Frontier Communications platform. While designed to support field technicians requiring internal assignment assistance, Bold 360 support team has also created internal queues to manage and transfer to internal specialty departments for greater assistance. In many cases, Bold 360 has replaced and helped reduce calls or invalid calls increasing efficiency.
  • 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.
  • Positive: Calls reductions.
  • Positive: Culture change where employees not familiar with Bold chat prefer this method over calling once they have trialed Bold360.
  • Negative: Cost of license per employee.
  • Positive: Quick ability to pull chat history for audit or follow up.
Frontier Communications utilized Bold until 12-29-18 when Bold360 was implemented. Within the first two months using the Bold360 Bot, Frontier Communications saw a decrease of nearly 5,000 calls where the Bot assisted the visitor and ended with no chat or call required. Performing audits for Bold chats vs. calls was apparent in January 2019 as a Bold chat is faster to pull and review that to locate and listen to a 10-20 minute call for the same item. Multiply that by the number of observations/audits per employee per month and you can start to see a big difference.
Ihelp was used prior to Bold360. Prior to Bold360 Frontier Communications utilized Bold for the past 2 years. Frontier Communications was a test center for Bold 360 December 2018 and were rewarded by being able to test and provide feedback prior to 360 activations. Management selected Bold and Bold 360 for our employees across all centers with over 20,000 employees covering multiple specialties.
Well suited for field technicians with no bot—quick direct access to assignment for assistance. Beneficial for escalations and general questions where the BOT provides links to helpful information. Bold 360 may not be well suited for complex matters where a call in the assignment would still be required.

Bold360 Support

Remedy tickets and e-mail/IM requests acknowledged quickly. Bold support team extremely knowledgeable, willing to help and research if needed.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Several bugs, tests, remedy tickets submitted. Resolved timely unless further research or escalation to LMI/IT required. Some items simply cannot be fixed or adjusted for Frontier since Bold 360 is used at many companies so changes would affect all customers.

Using Bold360

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.
ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Coding available or away for operators
  • Canned messages when setting up
  • History
  • Bold reports
  • Toggling an order of multiple chats at one time
  • Transfers and scrolling through the options
Yes - MTP provided by Frontier Communications. Links field to Bold 360.