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


Genesys, a global provider of cloud customer experience and contact center solutions, announced its intent to acquire Bold360, a provider of artificial intelligence (AI)-powered digital customer engagement. The proposed acquisition from LogMeIn will enable Genesys to utilize Bold360’s  conversational AI, dynamic knowledge base, and intuitive agent experience.

One of the goals of this transaction is to advance Genesys’ Experience as a Service vision. By uniting Bold360’s capabilities with the Genesys AI and data platform and partner ecosystem, Genesys aims to forge a digital-first platform that will deliver connected, contextual, and personalized experiences across all channels.

This white paper outlines how you can more quickly remove friction in customers’ digital journeys and provide employees with the necessary insights to effectively use the Bold360 and Genesys suite of products to enable a digital-first environment.