Omdia Analyst Report

Genesys’ acquisition of Bold360 positions it in the digital customer engagement field

The Bold360 acquisition serves to enhance Genesys’ digital capabilities.

The Bold360 acquisition serves to enhance Genesys’ digital capabilities through a unified digital platform that will put enterprises on the path toward employee collaboration and customer lifecycle orchestration through intelligent, digital-first orchestration. At its core, its Bold360 Suite consolidates the agent workspace and combines a knowledge platform with conversational AI chatbots to help remove agents from routine tasks and provide unified experiences for customers, as well as AI-enabled agent assistance and employee training and onboarding.

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