A global digital security provider: from Bold360 to Genesys Cloud CX and Salesforce

The client's customers, many of them technical buyers of security products, relied on its web chat for help with orders, accounts and certificates. That chat ran on Bold360, which Genesys acquired in 2021, rebranded as Genesys DX, and then announced would reach end of life on 31 January 2024. A working, well-tuned service had to move to a new platform, with its full configuration and logic reimplemented rather than copied.

Parity was only the starting point. The client wanted enhanced reporting, quality management with full multi-monitor screen recording, a richer agent desktop, chatbots, knowledge, and a deep integration with Salesforce that created a properly populated case for every chatbot conversation. It also wanted to keep a feature its customers valued: the option to receive a transcript of their chat at the end of the session.

Working on behalf of a UK Genesys reseller partner, QVCCS designed and delivered the replacement on Genesys Cloud CX 3, running the full engagement with an enterprise mandate despite a team of fifteen concurrent users. Every part of the Bold360 behaviour was mapped to a Genesys Cloud equivalent or to a new design, and the gaps were closed with configuration or custom engineering.

1. A new Messenger configuration and deployment on the client's website
2. Digital bot flows built in Architect, with knowledge articles to answer common questions
3. Agent scripts providing a screen pop with the customer's context
4. A Salesforce integration creating a new case for every chatbot interaction
5. Custom attributes, such as the visitor's location, passed from the website with the Messenger Database plugin
6. A custom option for customers to receive a transcript of their chat when it ends
7. Quality management, multi-monitor screen recording and an agent-offered CSAT survey
8. Single sign-on and SCIM provisioning with Microsoft Entra ID, formerly Azure Active Directory

Customers start in Messenger, where a digital bot flow greets them, answers what it can from knowledge articles and gathers what an agent will need. For every chatbot interaction, a new Salesforce case is created automatically, populated with the region, language, case origin, status, contact name, email address and the order number or other reference. Custom attributes set on the website, such as the visitor's location, travel with the conversation into that case.

Genesys Predictive Engagement gives agents a live view of who is on the website now, which segments each visitor matches, and action maps based on their behaviour, so the team can see who may need help before they ask. When a conversation reaches an agent, the script opens with the customer's context; at the end, the agent can offer a satisfaction survey, and the customer can choose to receive a transcript, a capability built specially because it is not available out of the box with Genesys web messaging.

Behind the agent desktop, every interaction is recorded, including full multi-monitor screen recording, and evaluated through quality management, with enhanced reporting on top. Agents sign in through Microsoft Entra ID, and SCIM keeps users and group memberships in step with the client's identity platform.

The migration was successful, and was completed on time and on budget despite its inherent complexity. The client moved off a retiring platform with its customer experience intact, and gained a Salesforce-integrated, fully recorded and measured digital service that does considerably more than the one it replaced.

• Bold360 web chat rebuilt on Genesys Cloud CX before end of life
• A fully populated Salesforce case for every chatbot interaction
• Chat transcripts on request, built where no standard feature existed
• Predictive Engagement, quality management, screen recording and CSAT in daily use

This is one more clear example that agent count has little to do with the maturity of a solution or the depth of its requirements. Fifteen concurrent users needed bots, knowledge, Salesforce case automation, custom engineering, Predictive Engagement, recording, quality, single sign-on and identity provisioning, each designed and tested properly. Treating the project by its requirements rather than its size, and aligning client, reseller and delivery team throughout, is what delivered it on time and on budget.