Bold360 to Genesys Cloud migration

Bold360 was a digital engagement platform known for conversational AI, a dynamic knowledge base and its agent experience. Genesys acquired it from LogMeIn in 2021, renamed it Genesys DX, and in March 2023 announced its end of life, with service ending at the end of January 2024. Many organisations moved quickly to Genesys Cloud CX; others bridged the gap with interim tools, and are now looking for a long-term home for the chat, bots and knowledge their customers still depend on.

Whichever position you are in, the decisions are the same. Which conversations should a bot handle, and which need a person? Which knowledge articles still earn their place, and who owns them? What should agents see when a conversation reaches them? QVCCS has answered those questions twice on real Bold360 migrations, for a global insurer and a global digital security provider, and our leadership has worked in contact centre technology since 1984. We start from what your customers ask and how they ask it, not from a feature list.

Bold360 chat sessions become Genesys Cloud web messaging. Unlike traditional web chat, which ends when the window closes, web messaging lets a customer start a conversation on your site or app, talk to a bot or an agent, and return later to pick it up where they left off. Messenger provides the launcher and the message window, styled to your brand, and authenticated web messaging can restrict conversations to signed-in customers where that matters. The same queues, skills and routing then serve messaging, voice and email alike.

Bold360's AI chatbot becomes Genesys Digital Bot Flows, built in Architect and joined to message flows. We design each bot around the questions customers really ask, taken from your Bold360 transcripts and reporting, and agree with your team which journeys the bot completes, which it starts and passes on, and when a customer can always reach a person. Hand-offs carry the conversation and anything the bot has learned, so customers are not asked again, and every bot is tested with real phrasings before it goes live.

Agents move to the Genesys Cloud agent workspace, with scripts that show the customer's details and the conversation so far. Genesys Agent Copilot can add suggested answers and summaries during and after each conversation where your licences include it. Supervisors gain the same real-time views, quality evaluations and reporting across every channel, which is often one of the first benefits teams notice after moving from a separate chat platform. Recording and screen recording can be added for quality and compliance, so digital conversations are reviewed with the same care as calls.

Knowledge is usually the most valuable thing in a Bold360 estate and the easiest to lose. Our insurer's service ran on more than 10,000 knowledge articles and snippets. We inventory every article, agree with its owners what to keep, merge or retire, and move what remains into Genesys knowledge, where the knowledge workbench lets your team author and manage content and the knowledge portal can present it to customers for self-service. Bots, agents and customers then draw on the same source, and Genesys named Knowledge Optimizer among the Genesys DX features it planned to bring to Genesys Cloud CX.

Integrations are rebuilt to suit the new platform. For our digital security client, Salesforce sat at the centre of service, so every chatbot conversation now creates a properly populated Salesforce case automatically, with the region, language, contact details and order reference already filled in. Elsewhere, Genesys Cloud data actions call your own systems in real time, so a bot can check an order or an account before deciding what to do. Genesys also stated that historical data could be retrieved from Genesys DX through data extraction APIs, and we plan what history you need to keep with you.

We muster a multidisciplinary team from our own bench: a solution architect, a conversation and bot designer, developers for flows and integrations, a business analyst, a test lead and a programme manager. Discovery covers your channels, conversation types, bot journeys, knowledge, integrations and reporting, and produces a requirements specification you sign before configuration starts. Where voice is moving too, our telecoms engineers join from the start, because a single platform for every channel is one of the strongest reasons to move.

Both of our Bold360 migrations took about six months from start to finish, for teams of fifteen and more than fifty people. Every release is tested before customers see it, bots with real customer phrasings and integrations with real data, and go-live follows a written plan with support for agents and supervisors through the first days. Training is role-based, and your administrators are shown how to manage knowledge, bots and messaging themselves, so improvement continues long after we hand over.

Bringing voice onto the same platform is often the next step, and sometimes part of the first. When phone calls, web messaging and social messaging share Genesys Cloud CX, customers can move between channels without starting again, agents handle every channel in one workspace, and workforce management plans the whole team at once. We design for that from the first workshop, so a digital-first migration does not have to be redesigned when voice follows, and the knowledge and bots built for messaging can serve voice journeys too.