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Omdia Analyst Report

GENESYS’ ACQUISITION OF BOLD360 POSITIONS IT IN THE DIGITAL CUSTOMER ENGAGEMENT
FIELD

The Bold360 acquisition serves to enhance Genesys’ digital capabilities.

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Not You?

LevelC-LevelVPDirectorManagerPrincipalEngineer /
ArchitectConsultantAnalystPartnerStaffUnknownFunctionClaimsCollectionsContact
Centre ManagementCustomer ExperienceCustomer ServiceEcommerce/Digital
ChannelsFinanceHuman ResourcesInfluencerInformation TechnologyIT ArchitectureIT
InfrastructureIVRMarketingOperations/Process ManagementProduction
ManagementPurchasingSalesUnknownState/ProvinceIndustryBankingBusiness
ServicesCapital MarketsCommunicationsConsumer ProductsDefense &
IntelligenceEducation & Non-ProfitEnergy &
UtilitiesEntertainmentGovernmentInsuranceLife
SciencesLogisticsManufacturingPayorsProvidersRetailersTravel & HospitalityRetail
BankingOtherLevel of InterestJust researchingGathering business
requirementsComparing solutionsReady for a conversationNumber of Agent
Seats1-2021-5051-100101-300301-500501-1000>1000No Contact CentreDon't Know
Yes. Keep me informed via email or telephone regarding Genesys information.
I would like someone to reach out to me

By providing your information, you agree to our privacy policy.

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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* Cognitive Disability Profile: this profile provides various assistive
features to help users with cognitive disabilities such as Autism, Dyslexia,
CVA, and others, to focus on the essential elements more easily.
* ADHD Friendly Profile: this profile significantly reduces distractions and
noise to help people with ADHD, and Neurodevelopmental disorders browse,
read, and focus on the essential elements more easily.
* Blind Users Profile (Screen-readers): this profile adjusts the website to be
compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A
screen-reader is installed on the blind user’s computer, and this site is
compatible with it.
* Keyboard Navigation Profile (Motor-Impaired): this profile enables
motor-impaired persons to operate the website using the keyboard Tab,
Shift+Tab, and the Enter keys. Users can also use shortcuts such as “M”
(menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics) to
jump to specific elements.

Additional UI, design, and readability adjustments
1. Font adjustments – users can increase and decrease its size, change its
family (type), adjust the spacing, alignment, line height, and more.
2. Color adjustments – users can select various color contrast profiles such as
light, dark, inverted, and monochrome. Additionally, users can swap color
schemes of titles, texts, and backgrounds with over seven different coloring
options.
3. Animations – epileptic users can stop all running animations with the click
of a button. Animations controlled by the interface include videos, GIFs,
and CSS flashing transitions.
4. Content highlighting – users can choose to emphasize essential elements such
as links and titles. They can also choose to highlight focused or hovered
elements only.
5. Audio muting – users with hearing devices may experience headaches or other
issues due to automatic audio playing. This option lets users mute the
entire website instantly.
6. Cognitive disorders – we utilize a search engine linked to Wikipedia and
Wiktionary, allowing people with cognitive disorders to decipher meanings of
phrases, initials, slang, and others.
7. Additional functions – we allow users to change cursor color and size, use a
printing mode, enable a virtual keyboard, and many other functions.

Assistive technology and browser compatibility

We aim to support as many browsers and assistive technologies as possible, so
our users can choose the best fitting tools for them, with as few limitations as
possible. Therefore, we have worked very hard to be able to support all major
systems that comprise over 95% of the user market share, including Google
Chrome, Mozilla Firefox, Apple Safari, Opera and Microsoft Edge, JAWS, and NVDA
(screen readers), both for Windows and MAC users.

Notes, comments, and feedback

Despite our very best efforts to allow anybody to adjust the website to their
needs, there may still be pages or sections that are not fully accessible, are
in the process of becoming accessible, or are lacking an adequate technological
solution to make them accessible. Still, we are continually improving our
accessibility, adding, updating, improving its options and features, and
developing and adopting new technologies. All this is meant to reach the optimal
level of accessibility following technological advancements. If you wish to
contact the website’s owner, please use the website's form

Hide Accessibility Interface? Please note: If you choose to hide the
accessibility interface, you won't be able to see it anymore, unless you clear
your browsing history and data. Are you sure that you wish to hide the
interface?
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