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Genesys DX (discontinued)

Score10 out of 10

103 Reviews and Ratings

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What is Genesys DX (discontinued)?

Genesys DX was a live chat engagement and chatbot AI solution based on Bold360, acquired by Genesys. It is no longer available.

Categories & Use Cases

Reviews

What users are saying about Genesys DX (discontinued).
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Great product, great team

Incentivized
Louie Panico
Deployment/Implementation Analyst in Customer Service at Ace Hardware Corporation (1001-5000 employees employees)

Pros

  • The National Language Processing (NLP) feature to pull up relevant knowledge works well
  • Implementation was not a difficult or timely process
  • Our Customer Relationship Manager (CRM) Jeff Shane is very attentive to our needs, hears out all asks and very accessible
  • Bold360 ai admin portal ease of use. Not difficult to create knowledge for the chat bot.

Cons

  • Reporting capabilities in the Bold 360 ai portal were challenging to understand
  • The Voices feature, which are the words and phrases entered into the bot that do not have knowledge associated with them, is a cumbersome time consuming process to control.

Return on Investment

  • For our Customer Care agents who use the bot for knowledge, this has reduced the amount of time they were looking for knowledge to troubleshoot issues.
  • Having the chat bot on our consumer and vendors site has given those customers another option to communicate with our agents. It has also slightly decreased the amount of calls and emails made to our Care Center.

Usability

Using Bold360 to enable employee support empowerment through automation.

Anthony M. Pacitti II, MBA, MSISView profile
IT Manager, End User Experience in Information Technology at Johnson & Johnson (10,001+ employees employees)

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.

Return on Investment

  • Time back to employees.
  • Savings in channel support.
  • Proactive learning.

Alternatives Considered

Dialogflow (formerly Api.ai), Azure Bot Service (Microsoft Bot Framework), Kore.ai and LivePerson LiveEngage

Other Software Used

Medallia, LogMeIn Rescue, ServiceNow IT Service Management

Usability

Bold360 Chat AI Bot

Incentivized
Rodney Bullock
Manager in Customer Service at American Speciality Health (1001-5000 employees employees)

Pros

  • Reduced operational costs by expanding our service reach.
  • The user interface is easy to use and requires minimal expertise.
  • Support of the Bold360 team.

Cons

  • The ability to recognize the operational hours and agent availability.
  • Streamline the reporting tools to provide complete overview of all performance.
  • Lack of integration with WFM tools like Verint.

Return on Investment

  • Reduced our staffing projections by 10% within the first year.
  • Expanded the operational hours of the call center.
  • Provide more clarity on how the center can better support members.
  • Ability to manage multiple product lines.

Other Software Used

Verint Community (Telligent), Mitel 6900 IP Series

Usability

Improvement over other chat services

Incentivized
Matt Walley
Assistant Director in Customer Service at Meazure Learning (1001-5000 employees employees)

Pros

  • Wide scope of customization
  • Great onboarding and ongoing support from the Bold team
  • Easy to implement

Cons

  • Rules analysis could be more intuitive

Return on Investment

  • Bold360 doubled our self-resolution rate with their improved AI capabilities from the previous chat provider we were using.

Alternatives Considered

LiveChat

Other Software Used

Zendesk Support Suite, LogMeIn Rescue, Slack

Usability

Taking customer service to a new level with a smart solution

Incentivized
Mara Ticmanis
Projectlead Digital Customer Relationship and Sales in Marketing at Dr. Becker Klinikgesellschaft (1001-5000 employees employees)

Pros

  • The knowledge database and artificial intelligence answer many questions without the intervention of the service staff
  • The analysis functions give us a good picture at any time of which contents we still need to improve or make available again.
  • The Agent Workspace facilitates work in personal customer consulting by bringing together all channels

Cons

  • The creation and display of the decision trees in the backend could be made a little more userfriendly

Return on Investment

  • Customer engagement could be increased
  • The self-service rate is very high (previously we had to have staff do every consultation)

Usability

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