bluecap™ AI Meeting Assistant vs. Genesys DX (discontinued)

Very useful in classic business meetings where information is supposedly shared and where action items are supposedly agreed upon for further action. The technology can identify participation and nonparticipation in meetings which can point to areas where further analysis might be warranted. I found it useful in a recent not-for-profit board meeting where the meeting minutes were created and action item created within an hour of the close of the meeting. This saved lots of time and allowed the participants to focus on what was being said.

The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us

Incentivized

• Automatically creates excellent transcripts
• Provide a meeting summary
• Detail action steps

• 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.

• It could be easier to use.
• The training could be more extensive.
• It would be good to have more communication with the team at Bluecap.

Incentivized

• Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
• Native mobile applications to provide added support.
• Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.

Incentivized

Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement

Incentivized

The Bold360 team has been supportive throughout the process. My reason for providing the 8 rating is due to the training curriculum. I believe Bold should work closely with the client to determine what training would best support the customer's needs.

Incentivized

I prefer the online assistant but I’ve used Bluecap versus other similar products. It is more straightforward, definitely more accurate and it has a better reporting and visualization function. Bluecap is one of the leaders within this cluttered market, and I only expect it to become more sophisticated and more efficient, and valuable for small, medium, or large companies in the future. It is a good standard-bearer and a system that I am happy to use and recommend.

Incentivized

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.

• Definitely makes us more efficient.
• Increased ROI.
• Helped us retain clients.

Incentivized

• Considerable saving on ticket deflection so return on investment
• Saved on extra support engineer recruitment through self service
• Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers