Using Bold360 to enable employee support empowerment through automation.
March 11, 2021

Using Bold360 to enable employee support empowerment through automation.

Anthony M. Pacitti II, MBA, MSIS | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

At J&J we use the Bold360 suite to support our employees and contractors in their IT support needs around the globe in our chat channel efforts. We leverage the platform for both its live and AI chat functionality. It helps us provide richer channel opportunities for our end-users, reduce phone call costs, and provide more self-servicing capabilities to our end users to help resolve their questions quicker.

Pros

  • Unique design.
  • Ease of use.
  • User friendly.
  • AI simplified.
  • Nice balance of technical and non-technical functionality.

Cons

  • Proactive marketplace innovation.
  • Urgency to jump into another market with its solutions.
  • Staying competitive in features.
  • Time back to employees.
  • Savings in channel support.
  • Proactive learning.
Each is unique in [its] own way but we wanted something powerful and easy for the people performing day-to-day tasks within it. We didn't want to always have to rely on IT to not only develop but also maintain the solution and therefore adding an unnecessary dependency on the opportunity the platform can provide to its users. We also wanted a native live chat platform within it, rather [than] further customization to integrate with another solution provider.

Do you think Genesys DX (discontinued) delivers good value for the price?

Yes

Are you happy with Genesys DX (discontinued)'s feature set?

Yes

Did Genesys DX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys DX (discontinued) go as expected?

Yes

Would you buy Genesys DX (discontinued) again?

Yes

Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
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.
[It] really depends on the use case. For help desk, it is a growing capability and opportunity for them, which is where we use them today. If your building something external facing, I have only heard positive feedback from other customers. If you are looking to do heavy API automation with the platform, Bold360's design may not best be suited.

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