Genesys Announces Plan to Acquire Bold360 Later This Year
Genesys’ proposed acquisition of Bold360 from LogMeIn will advance Genesys‘ Experience as a Service vision. Bold360 is known for its leading digital capabilities, including its conversational AI, dynamic knowledge base and intuitive agent experience.
Tony Bates, CEO and chair, said: “The overwhelming positive market reaction to Experience as a Service reflects how eager companies are to constantly innovate how they engage their customers with empathy.
“Many realise they’re missing an opportunity to establish more human-level connections with their customers across every engagement on any channel. With Bold360, we’re aiming to transform digital into rich, dynamic personalised experiences companies and their customers will love.”
By uniting Bold360’s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based and personalised across any part of their business or channel.
BT Adopted NICE Solutions as the Standard for CX Operations
BT currently uses several solutions in the NICE portfolio, including RPA and WFO, and is standardising on NICE for customer service across its consumer and enterprise lines of business.
The NICE solutions play a pivotal role in enabling the communications provider to efficiently manage and reduce escalations, boost first call resolution (FCR) and improve their brand net promoter score (NPS).
John O’Hara, President, NICE EMEA, said: “We are excited to strengthen our partnership of over a decade with BT.
“NICE stands ready to support BT in transforming experiences and ensuring exceptional service quality, especially in today’s environment where customer service is more critical than ever.”