A chat and email environment built to scale globally.
March 11, 2021
A chat and email environment built to scale globally.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
Bold360 is used by our Customer Service and Technical Support departments globally in four different regions. It addresses the high volume of traffic by self-serving customers with answers to common questions. The reduced traffic to live agents allows them to focus on more high-level problems. It also provides a centralized knowledge base for our technical agents to use globally.
Pros
- We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
- Email integration with Outlook has helped channel emails to agents by skill set.
- The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
- I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
Cons
- Out of the box support for one or two third party UCaaS.
- Ability to pull Email metadata into our API integrated CRM.
- Automating daylight savings would be beneficial and expected as an out-of-box feature.
- Bold dashboard channeling and the self-service score should be able to filter by region. It's set to global only.
- We had a 20% reduction in live agent chat engagements the first year.
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?
No
Did implementation of Genesys DX (discontinued) go as expected?
Yes
Would you buy Genesys DX (discontinued) again?
Yes
Comments
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