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.
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.
Bold360 Support
Pros | Cons |
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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
Pros | Cons |
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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.