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Software · head to head

Capacity vs Bold360

Capacity logo

Capacity

Software

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
B

Bold360

Software

AI-powered customer engagement and service platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Bold360 bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.
  • They diverge on capability: Capacity covers AI chatbot, Bold360 covers Live chat messaging.

Where they differ

Only the attributes on which Capacity and Bold360 actually diverge.

Attributes where Capacity and Bold360 differ
AttributeCapacityBold360
PlatformsWeb, Mobile, Chat widgets, APIWeb, Mobile app, IOS, Android
Founded20162005

Identical on both: starting price (On request), pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Zendesk
  • Slack
  • ServiceNow
  • Mobile support

Only in Bold360

  • Live chat messaging
  • AI chatbots
  • Email support
  • Knowledge base
  • IBM Watson
  • API
  • Webhooks
  • Mobile app support

Both cover

  • Salesforce
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Capacity

  • Knowledge base and helpdesk deflectionnot Bold360
  • AI agents answering across chat, voice, email and SMSnot Bold360
  • Real-time assistance for human agents on a callnot Bold360
  • Automating multi-step support workflowsnot Bold360
  • Regulated support environments needing the HIPAA packagenot Bold360

Bold360

  • Customer engagementnot Capacity
  • Lead generationnot Capacity
  • Customer supportnot Capacity
  • Sales automationnot Capacity

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Bold360

  • Bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Bold360

On request
  • Starter$75/month
    • Live chat
    • Basic AI
    • Chatbot
  • Professional$150/month
    • Advanced AI
    • Omnichannel
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated support

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Bold360 if

  • You need live chat messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want ai chatbots.
Bold360 review

Questions people ask

Is Capacity or Bold360 better?
Neither clearly leads. Capacity starts at On request and Bold360 at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Bold360?
Capacity starts at On request and Bold360 at On request.
Does Capacity or Bold360 run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Bold360 runs on Web, Mobile app, IOS, Android.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Bold360 is typically brought in for.
What can Capacity do that Bold360 cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Bold360 covers Live chat messaging, AI chatbots, Email support, Knowledge base. Both handle Salesforce, Web support.
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