Genesys DX Chat and FAQ in Brightspace
Updated April 06, 2022

Genesys DX Chat and FAQ in Brightspace

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Bold360 Chat and FAQ/AI in our Brightspace LMS to help our learners and instructors answer their questions. The FAQ answers most questions and we can add as needed. If their questions can't be answered, they can choose to follow up with a chat. We customize and add the widget directly into our LMS.

Pros

  • FAQ
  • Chat
  • AI

Cons

  • I had trouble working with a specific channeling requirement.
  • The agent UI
  • More customization options
  • FAQ allows for agents more productivity
  • FAQ provides a quicker response for customer experience

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

No

It looks to scale well for a small number of uses to many. We only have a couple of agents and the features work fine though we don't end up using a lot of the items for larger numbers. It's well suited for an education setting to have our FAQs as we constantly have new learners joining with questions.

Genesys Cloud CX Support

I spent a lot of time with one rep who worked very hard to help with an issue. They spent a lot of time trying to help and trying to explain/send articles. It was very nice but overall I don't think we really achieved what we were aiming for or perhaps it wasn't possible. I ended up implementing a solution that I think isn't ideal.

Using Genesys Cloud CX

It works well as an FAQ and chat. We have not yet implemented any AI chat though we would like to. Overall, Bold360 chat and faq work very well and is very customizable. Reporting offers many options to see KPIs, NPS, and other data. For now, it works and suits our needs

Comments

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