Genesys DX
Deliver intuitive digital experiences with AI-powered customer engagement.
Executive Summary
Genesys DX (formerly Bold360) is a predictive digital customer engagement solution that leverages artificial intelligence to provide intuitive customer conversations. It helps companies move beyond traditional transaction-based chat to deliver a more dynamic and personalized customer experience across digital channels. The platform combines CX with AI to enable predictive engagement, enhancing both self-service and assisted service interactions. Key features include customizable live chat widgets, proactive chat rules, and dynamic search bars that understand customer intent and deliver relevant self-service results within seconds. Genesys DX is designed to integrate seamlessly with existing systems through its robust set of APIs and SDKs, allowing businesses to extend and connect its capabilities within their broader Genesys Cloud ecosystem, ensuring a unified customer journey.
Use Cases
- Deliver intuitive digital experiences for customers across digital channels.
- Provide world-class live chat support on your website.
- Offer simple, AI-powered customer self-service support solutions.
- Automate customer interactions with AI-based functionality for faster resolutions.
- Integrate digital engagement capabilities with existing CRM and contact center systems.
Features
Visibility
- Customizable Live Chat Widget: Tailor the appearance and behavior of the live chat widget and buttons to match your brand and website aesthetics.
- Proactive Chat Rules: Configure rules to proactively engage customers based on their browsing behavior, page visits, or other predefined criteria.
Intelligence
- Dynamic Search Bars: Intelligent search functionality that understands customer intent and delivers relevant self-service results within seconds.
- AI-Powered Intent Recognition: Leverage AI to accurately understand customer queries, automate responses, and provide intuitive, personalized digital interactions.
Support
- Digital Engagement Channels: Provide comprehensive customer support across various digital channels, including live chat and self-service options.
- Seamless Agent Handoff: Ensure smooth transitions of conversations from AI-driven bots to live agents when human intervention or complex support is required.
Technical Specifications
- Architecture
- Cloud-native, API-first architecture, part of the Genesys Cloud platform.
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- AWS
- GCP
Integrations
- Salesforce
Security & Compliance
Certifications: SOC 2 Type 2, ISO 27001, PCI-DSS, GDPR
Encryption: Data encryption at rest and in transit is implemented to protect sensitive customer information.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About Genesys Cloud
Genesys is an American software company that provides customer experience (CX) and contact center solutions to mid-sized and large businesses, trusted by over 10,000 companies in more than 100 countries. It offers cloud-based and hybrid cloud software, including AI-powered experience orchestration platforms.