About Genesys DX

Genesys DX (formerly Bold360) is an intelligent customer engagement solution that provides SMBs and large enterprises with actionable customer insights to deliver richer and more personalized experiences in real-time. The platform provides live chat, email, messaging and social channels needed to engage and support consumers across self-service and agent-assisted interactions.

Pricing starting from:

US$0.01

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Genesys DX

  • Create a more personal connection with customers and website visitors using Genesys DX's live chat.

  • Genesys DX automatically stores all visitor history keeping track of their website activity and previous interactions. This enables users to access past chats and maintain conversational continuity.

  • All Genesys DX products share a common infrastructure ensuring a smooth transition if users ever decide to upgrade their service.

  • Genesys DX is available as a mobile app for anytime, anywhere accessibility.

  • Genesys DX's Basic Summary report provides users with a weekly graph, hourly breakdown of activity, highlights and suggestions for improvement.

  • Turn data into actionable information with Genesys DX's reporting features. The reports generated will enable users to track operator responsiveness, measure marketing effectiveness and identify the most successful invites.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, Germany, United Kingdom, United States

    Supported Languages

    Dutch, English, French, Italian, Japanese and 3 others, Korean, Portuguese, Spanish

    Pricing starting from:

    US$0.01

    • Free Version
    • Free Trial
    • Subscription

    Images

    Genesys DX Software - Bold360 supports live chat functionality
    Genesys DX Software - Allows users to prioritize work items and access past interactions conveniently
    Genesys DX Software - An operator can highlight a word to target the adaptive search
    Genesys DX Software - Generate new reports
    Genesys DX Software - The dashboard gives users valuable insight into chats
    Genesys DX Software - Users can track sales visitors
    View 7 more
    Genesys DX Software - Bold360 supports live chat functionality Genesys DX Software - Allows users to prioritize work items and access past interactions conveniently Genesys DX Software - An operator can highlight a word to target the adaptive search Genesys DX Software - Generate new reports Genesys DX Software - The dashboard gives users valuable insight into chats Genesys DX Software - Users can track sales visitors

    Features

    Total features of Genesys DX: 38

    • AI/Machine Learning
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Alerts / Escalation
    • Auto-Responders
    • CRM
    • Chat Transcript
    • Chat/Messaging
    • Chatbot
    • Code-free Development
    • Collaboration Tools
    • Communication Management
    • Configurable Workflow
    • Content Management
    • Contextual Guidance
    • Customer Segmentation
    • Customer Service Analytics
    • Customizable Branding
    • Email Management
    • Feedback Management
    • Intent Recognition
    • Knowledge Base Management
    • Live Chat
    • Multi-Channel Management
    • Multi-Language
    • Natural Language Processing
    • Natural Language Search
    • Performance Metrics
    • Real Time Monitoring
    • Reporting & Statistics
    • Reporting/Analytics
    • Search/Filter
    • Social Media Integration
    • Speech Recognition
    • Surveys & Feedback
    • Third Party Integrations
    • Workflow Management

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    Reviews

    Overall rating

    4.3 /5
    (26)
    Value for Money
    4.6/5
    Features
    4.2/5
    Ease of Use
    4.4/5
    Customer Support
    4.4/5

    Already have Genesys DX?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 26
    Michael R.
    Overall rating
    • Industry: Consumer Services
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Bold 360 gets it right

    Reviewed on 27/08/2019

    We use Bold360 for Chat and Email and have been for some time. It was a nice upgrade over our last...

    We use Bold360 for Chat and Email and have been for some time. It was a nice upgrade over our last system. a least from a Quality Assurance Reviewers standpoint. Much more user friendly.

    Pros

    As a Quality Assurance team, Bold 360 makes it easy to quickly locate emails and chats for evaluation purposes. It gives us quick access to everything including the customer inquiry, any responses and all the details we need to properly execute our reviews.

    Cons

    Searching for chats can take some time, but that could be our bandwidth, or the volume of agents and chats within the system.

    Verified Reviewer
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Bold Chat is an Excellent Live Chat Utilized By My Company For Many Years

    Reviewed on 26/03/2018

    Helped our company get Live Chat organized properly on our e-commerce site.

    Helped our company get Live Chat organized properly on our e-commerce site.

    Pros

    How versatile and customizable Bold Chat is for an online company that wants to properly brand and differentiate themselves. The customization is both on front end for customers to see such as the look and feel of your Chat popups and chat windows, logos, cretives and the call to action but also on the chat answering side. The back end where a user of the Bold Software can manipulate and strategically craft a Live Chat system that will engage the site visitor in the places and moment and times most opprotune for your business to convert them to a customer, offer support or a special offer. In fact Bold Chat is a premier chat software at a very competitive price. While other companies offer you static system, Bold Chat offers something that goes above and beyond.

    Cons

    Bold Chat takes a little bit of time to setup but live support is always available 24/7. Being a hosted solution means that you have to rely on their servers which are fairly good. Not many cons here.

    Tim B.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    Chat software that does it's job. Expect to pay for any extras.

    Reviewed on 09/01/2018

    Pros

    Easy to use chat software that is user friendly when it comes to building code, implementing visitor monitoring, and everyday use for agents.

    Reporting that helps my team track our performance and where we can use improvement.

    The ability to use multiple platforms for support options like Twitter, Email, Live Chat, Video Chat, and Support Tickets in one easy to use platform.

    Cons

    Features keep getting taken out of the software that we use on a daily basis. These features were then introduced in a new upgrade which of course costs more money.

    If you want to be able to use all of the features you need to pay for the highest package they have available and if you want to use other features you have to pay for those through other vendors like language translation services.

    The first line of customer support is in the Philippines where English is not the first language and they are not able to assist with technical questions. Every time I have a real issue that needs to be handled immediately it always has to be escalated to tech support and getting a return email or phone call can take 24-48 hours which I don't have.

    Salespeople who pressure you into buying upgrades whether you need them or not and within a certain time frame so they are able to make a monthly quota. Also, salespeople who are inattentive and send out mass emails instead of emailing clients personally.

    John C.
    Overall rating
    • Industry: Transportation/Trucking/Railroad
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    A decent solution for multi channel engagement

    Reviewed on 22/08/2018

    It works, that is what it comes down to. There are some pros and there are some cons but if you're...

    It works, that is what it comes down to. There are some pros and there are some cons but if you're wanting to chat with people on multiple channels then this product will do that. They have a lot that could be improved upon and their developers in India and the Philipines are trying but aren't there yet.

    Pros

    Bold360 is a decent solution to multi-channel engagement for businesses who want to do chat, text, video, twitter, and facebook messenger. There are other solutions out there that have been around longer, have a more put-together product that is easier to use, that are less expensive, but Bold360 gets the job done. The multi-channel ability was the biggest feature for me that made us choose them over one of the others in this arena.

    Cons

    Bold360 is a recent upgrade from Boldchat which cost users a large amount of money to upgrade to, when all it really added was the ability to have chats through a web browser, and for them to be able to pitch you their new AI solution which will run an average to start and only goes up from there. Customer service is mostly overseas through chat and is difficult to reach lately even though they are a chat company. Pricing leaves a lot to be desired and be aware that the prices will continue to go up with each iteration of their software they introduce with new "features" as the slowly take away some of the most important ones without a word to customers.

    Carl C.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Review Source

    Overall rating

    Reviewed on 28/01/2018

    Showing 5 reviews of 26 Read all reviews

    Genesys DX FAQs

    Below are some frequently asked questions for Genesys DX.

    Genesys DX offers the following pricing plans:

    • Starting from: US$0.01
    • Free Trial: Not Available

    Genesys DX has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    Genesys DX supports the following languages:

    Dutch, English, French, Italian, Japanese, Korean, Portuguese, Spanish

    Genesys DX supports the following devices:

    iPhone (Mobile), iPad (Mobile)

    Genesys DX integrates with the following applications:

    Google Analytics, Jira, Magento Commerce, Salesforce Sales Cloud, Zendesk

    Genesys DX offers the following support options:

    Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

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