Genesys DX (formerly Bold360)

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  • 1.  Genesys DX (Bold360) EOL and EOS Announcement

    Posted 03-29-2023 09:47

    All good things must come to an end. 

    Following the acquisition of Bold360 from LogMeIn, the overall Genesys strategy has always been to move features from Bold360 to the Genesys Cloud platform.  We've followed through on that initiative, with highlights such as releasing a Knowledge Optimizer feature to Genesys Cloud that offers ease-of-use knowledge management and having debuted an agent workspace that closely mirrors the agent experience on Genesys DX (Bold360). 

    In addition, Genesys has made a strong commitment to Genesys Cloud, tightening the portfolio to further accelerate feature growth on the platform. That also involved introducing additional packages as part of Genesys Cloud, including two digital only license options that debuted in November of 2022 as well as our AI Experience offering that allows Genesys Cloud customers to consume comprehensive AI capabilities at a fixed per agent price. 

    As a result, Genesys Cloud will continue to improve and outpace Genesys DX. Consequently, the difficult decision has been made to end of life Genesys DX and shut down the platform on January 31st, 2024.  

    We are reaching out to customers and encouraging them to take advantage of the wealth of functionality offered through Genesys Cloud. In the interim, we want to provide this post as well as an FAQ below to answer common inquiries related to this announcement. 


    Q. What does this mean for me as a customer of Genesys DX? 

    A. You can continue to use Genesys DX through the end of January, 2024. We encourage customers on DX, though, to look into leveraging the digital capabilities of Genesys Cloud CX. 

    Q. When will this Product End of Life (EOL) announcement go into effect? 

    A. All current Genesys DX (Bold360) customers have already been notified. 

    Q. What does this mean for how you support me? 

    A. We will continue to provide customer success support through the end date of January, 2024 with Genesys DX (Bold360). 

    Q. Will there be any further feature development for Genesys DX? 

    A. No, as mentioned focus has been isolated toward supporting the Genesys Cloud platform and as a result additional feature development has stopped for Genesys DX (Bold360). 

    Q. Will bug fixes still be released before Genesys DX enters End of Life (EOL)? 

    A. While major security and bugs are monitored, there will be no additional bug fixes released onto the Genesys DX (Bold360) platform unless determined necessary by the Genesys Security team. 

    Q. Have other Genesys DX users moved to Genesys Cloud CX? 

    A. Yes. Additionally, hundreds of Genesys Cloud customers (and growing daily) have taken advantage of the capabilities added to the Genesys Cloud platform, including Knowledge Workbench, search optimizer, Web Messenger, the Knowledge Portal and more. 

    Q. How do I get started with Genesys Cloud CX? 

    A. Please reach out to your account representative who will be happy to discuss Genesys Cloud CX with you in more detail. If you don't have an account representative, you can explore Genesys Cloud CX here:  

    Coty Smith
    Genesys - Employees

  • 2.  RE: Genesys DX (Bold360) EOL and EOS Announcement

    Posted 03-30-2023 08:12

    Thank you for the announcement.

    Is there a way to access a demo version of the product so that people like me, who currently use Genesys DX, can familiarize themselves with the new product before the migration happens for their company? Thanks in advance!

    Arianna Russo Hernandez

  • 3.  RE: Genesys DX (Bold360) EOL and EOS Announcement

    Posted 03-30-2023 08:31

    I was wondering the same thing, what about it ? 



    Adrien Ransbotyn
    Business & Decision Benelux SA

  • 4.  RE: Genesys DX (Bold360) EOL and EOS Announcement
    Best Answer

    Posted 03-30-2023 10:54

    Great question on getting your hands on a demo version to test.

    I would recommend reaching out to your customer success manager on this topic to see what can be arranged.

    We do have a North America program for a demo version of Genesys Cloud CX, called GCXNow, but this will likely be more voice oriented rather than digital oriented which is why going the CSM route would be recommended.

    Anthony Romero
    Genesys - Employees

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