Services Descriptions for Genesys Digital Services

Services Descriptions for Genesys Digital Services

These Service Descriptions, together with the applicable Order, the Genesys Digital Services Terms and Conditions available at: https://www.genesys.com/company/legal/terms-of-use-bold, form the “Agreement” applicable to the Services to which you have subscribed. Unless prohibited by applicable law, we reserve the right to update these Service Descriptions from time to time without notice to you. Except as otherwise set forth in the Genesys Digital Services Terms and Conditions, your continued access to and use of the Services will indicate your acceptance of the then-current Genesys Digital Services Terms and Conditions.

General Information & Definitions

Use Levels. Use Levels means the model by which we measure, price and offer the Services as set forth on the applicable price list, Order, and/or Service Description. You are responsible for designating and managing your Users and their use of the Services in accordance with the Agreement and the Use Levels set forth in the Order and/or the Service Descriptions. Each User must have a unique User ID that may not be shared among Users. The Customer Administrator may reassign a reasonable number of Users, or Concurrent Seats, from time to time, and following any reassignment the previously designated User, or Concurrent Seat shall no longer be entitled to access the Service without incurring additional Fees. We reserve the right to review your usage, in our sole discretion, determine if you are exceeding the appropriate Use Levels, and: (i) suspend your access to the Services; (ii) terminate the Service; and/or (iii) invoice you for actual usage. Should we suspect that any User information is not accurate, current or complete, we reserve the right to suspend or terminate your or your User’s usage of the Services.

Definitions. All terms not otherwise defined herein shall have the meanings set forth in the Agreement. For any conflict between these Service Descriptions and the terms in any other component of the Agreement, the terms below control for the applicable Service only.

  • Administrator means an individual you designate (or by default, the authorized signatory of the Agreement) who manages the Administration Center including, but not limited to, designating any AU.
  • Administration Center means a portal for Administrators that provides end-user and account-management tools, and a centralized control for administration and deployment of the Service.
  • Content means any files, documents, recordings, and other information belonging to you, users or others as may be uploaded to your account for storage and/or as used, presented or shared with third parties in connection with the Service.
  • Authorized User, AU, Authorized Audio User, AAU means those designated individuals who may access and use the Services in accordance with the Agreement. Each AU or AAU must have a User ID. Designated individuals may include, by way of example, employees, contractors, consultants and agents or third parties with whom you transact business as designated by an Administrator.
  • User ID means the unique identifier of each designated individual authorized to use the Services. A User ID must be unique and may not be of a generic nature (e.g., [email protected] is a unique User ID; whereas [email protected], or [email protected] are examples of generic user identifiers).
  • User or Unit means, individually or collectively, AU and/or AAU.

Alternative Subscription Models. Alternative subscription models describe non-standard ways that Services may be used, provisioned or billed.

  • Concurrent Seat means a subscription model for certain Services under which multiple User IDs are permitted to log in consecutively to an active Concurrent Seat.
  • Bundle Subscription means the method by which you subscribe to multiple Services for a specific number of Universal Users. Bundle Subscriptions are predefined and priced.
  • Universal User means those designated individuals who may access and use multiple Services in accordance with the Agreement. Each Universal User must have a User ID, and the total number of Universal Users may not exceed the aggregate number of Bundle subscriptions.
  • Active Rolling Host and Flex Subscriptions means the method by which you subscribe to certain Services, whereby you subscribe to and pay for a minimum (“Minimum”) number of AUs but have access to a maximum (seven (7) times the Minimum) (“Maximum”) number of AUs. On a monthly basis during your Term, we prepare an accounting of all AUs that have hosted at least one online session during that calendar month. If the AUs exceed the Minimum, you will be billed monthly in arrears as set forth below for the respective subscription models:
    • Active Rolling Host Subscription: “Additional Monthly Subscription Fees per additional user.”
    • Flex Subscription: for every AU above the Minimum that has hosted an online session during a given calendar month, you will be charged an Overage Fee. The “Overage Fee” is equal to either: (i) 20% above the Monthly Subscription Fee; or (ii) the pre-defined flat rate per AU above the Minimum set forth in your Order. For the first two (2) billing cycles of the Initial Term, the Overage Fees will be waived and you will pay only for the Minimum during that period (“Flex Ramp Up Period”).
  • Site License means the purchase of a single subscription to the applicable Service that provides you with use of the Service for every employee within one or more defined company domains at a flat fee. The Site License pricing and any associated fees are calculated based on the number of employees within the domain(s), not the number of those employees who actually use the Service. Upon renewal of the Service, we may adjust the Site License fee to reflect a change in the number of employees within the domain(s). Your initial maximum employee count will be as set forth in the “Services and Fee Summary” section of the applicable Order.

Customer and Technical Support. Support is available at https://support.bold360.com/.

Training. We may make available to you online training sessions for individuals who are Authorized Users or authorized by you to access the Services. Additional fees may apply.

Additional Services: For Services no longer available for purchase, the Service Description last applicable to such Service shall apply.

Customer Engagement & Support

Genesys DX (Formerly Bold360®) (and BoldChat) are digital engagement solutions that enable organizations to directly engage with and provide assistance to end users via a variety of digital channels through a set of features which may include live agent or automated interactions.

Genesys DX Service (fka Genesys DX ai) is a digital engagement solution that includes the functionality of Genesys DX, plus artificial intelligence-based self-service capabilities, which may include (i) customer-facing chatbots, virtual agents and FAQs; (ii) a knowledge base to manage and deliver content; (iii) analytics that provide insight and optimization on customer engagement; and (iv) artificial intelligence to improve agent productivity and content curation. Customer may solely deploy Genesys DX Service on Customer’s external facing website(s), messaging channels or similar external facing channels supporting Customer’s client or prospective clients. Customer will be provided with two knowledge base software environments (unless otherwise expressly agreed in an Order) where Customer can manage and deliver content (one knowledge base for production and one for development, provided that the development environment shall be limited to Customer’s internal testing and staging purposes only).

Genesys DX Advise is a digital knowledge management solution Customer may use for Customer’s internal business purposes in support of Customer’s employees that are in client-facing roles (such as retail associates or call center agents). Genesys DX Advise includes artificial intelligence-based capabilities, which may include (i) employee widgets, FAQs and support centers; (ii) a knowledge base environment to manage and deliver content; (iii) analytics that provide support and insight related to optimization on content utilization; and (iv) artificial intelligence to support employee productivity and content curation. Customer will be provided with two knowledge base software environments where Customer can manage and deliver content (one knowledge base for production and one for development, provided that the development environment shall be limited to Customer’s internal testing and staging purposes only).

Genesys DX Helpdesk is a digital engagement solution Customer may use for Customer’s internal business purposes in support of Customer’s employees that includes the functionality of Genesys DX, plus artificial intelligence-based self-service capabilities, which may include (i) employee-facing chatbots, virtual agents and FAQs; (ii) a knowledge base to manage and deliver content; (iii) analytics that provide insight and optimization information on employee engagement; and (iv) artificial intelligence to improve agent productivity and content curation. Customer may solely deploy Genesys DX HelpDesk on Customer’s internal facing support and messaging channels. Customer will be provided with two knowledge base software environments (unless otherwise expressly agreed in an Order) where Customer can manage and deliver content (one knowledge base for production and one for development, provided that the development environment shall be limited to Customer’s internal testing and staging purposes only).

Genesys DX CV19 FAQ Web Widget is a customer engagement solution that includes artificial intelligence-based self-service capabilities, which may include (i) an embedded FAQ web widget; (ii) a knowledge base to manage and deliver content; and (iii) analytics that provide insight and optimization on customer engagement. Customer will be provided with one knowledge base software environment where Customer can manage and deliver content. Nanorep is a customer engagement solution that includes artificial intelligence-based self-service capabilities, which may include (i) customer-facing chatbots, virtual agents and FAQs; (ii) a knowledge base to manage and deliver content; and (iii) analytics that provide insight and optimization on customer engagement.

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