A chat and email environment built to scale globally.
March 11, 2021

A chat and email environment built to scale globally.

Anonymous | TrustRadius Reviewer
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.
  • 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.
  • 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.

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The support we have received for training, fixes, and feature requests has been very good.
Bold360 has delivered as expected for the AI/bot aspect. I was under the impression it would integrate with our UCaaS [but] it doesn't.
[Bold360] is well suited for a large volume customer base where having customers served by the bot is important for reducing traffic to live agents. We have one region that would prefer to have everything channeled to a live agent rather than spend time managing the articles.