Sutherland Agent Success Reviews & Product Details

Probably the predictive CSAT indicator that's visible to CSRs & Supervisors throughout chat conversations. This is a tough question, because there are many great features. Review collected by and hosted on G2.com.

This is another tough one. If I have to list something here, perhaps the mild learning cover our CSRs have to go through in order to get used to it & gain the full value from it. Review collected by and hosted on G2.com.

What I like best about Augment are the customized macros we're able to do inside of Bold chat. They cut down on typing and allow me to respond to customers quickly and more efficiently. Review collected by and hosted on G2.com.

What I don't like about Augment is how it loads weird and I have to shuffle through the save button to get my macros to work sometimes Review collected by and hosted on G2.com.

I love the Augment system and how it can learn most commonly used phrases/words. It does a great job at suggesting agent replies based on customer responses. Its one of the smartest AI software bases out there from my past experiences. Review collected by and hosted on G2.com.

Sometimes Augment does not work within Bold360, but it happens less often than more often. A which refresh will resolve it and prevent it from happening for a while. It is something that has been brought up and they are working hard to resolve. Review collected by and hosted on G2.com.

They have been an extension of our company and have provided our organization cutting edge technology and integration support that has increased our organizations' AI competency 1000% Review collected by and hosted on G2.com.

Clearly, I wouldn't have scored them a 10 on the NPS score if I had dislikes or concerns. Review collected by and hosted on G2.com.

Immediate Access to key information

UX and ease to get started

Ease of use and all the hotkey integrations

AI showing best answers Review collected by and hosted on G2.com.

Poor responses do sometimes get populated, especially as the conversation requires a more nuanced response. Review collected by and hosted on G2.com.

Helpful when doing chats I'm able to handle chats quickly and efficient with augment Review collected by and hosted on G2.com.

I love everything about augment I do not have any dislikes with this program. Without it doing 3 chats are a time will be very hard without augment. Review collected by and hosted on G2.com.

The best part of this is that it automatically observes the word and gives exact right suggestions for the next statement. Review collected by and hosted on G2.com.

Some negative points for this are that there are several grammatical mistakes with the statements which should be improved. Review collected by and hosted on G2.com.

It helps me stay on task, keeps us uniformed with responses-helps maintain confidence. Review collected by and hosted on G2.com.

Some times it doesn't populate when needed, but the macros make up for this Review collected by and hosted on G2.com.

Augment is helpful in enhancing the performance by real-time view Review collected by and hosted on G2.com.

It would be more helpful if it can post the real-time cores Review collected by and hosted on G2.com.

Real time identification and displaying responses, Macros Review collected by and hosted on G2.com.

An more appealing appearance would be better Review collected by and hosted on G2.com.