LogMeIn launches Bold360 CRM suite, faces crowded market

LogMeIn's Bold360 suite aims to tackle the white space of engagement in between various vendors and systems.
Written by Larry Dignan, Contributor

Here's a screen shot of Bold360's agent dashboard.

LogMeIn is targeting the "white space" in the customer relationship management market with a suite called Bold360 to manage multiple channels, chat, and video.

The company, best known for its collaboration and meeting tools and acquiring the GoTo product line from Citrix in January, said "there is significant white space when it comes to engagement capabilities of traditional CRM tools."

Bold360 aims to provide one view of all customer touch points as well a unified interface that can handle chat, text, and video. Automation technology will enable customer self service support and free up agent workflows.

Read also: Omnichannel debunked in less than 5 minutes | Eight obstacles to overcome in your digital transformation journey | How to use digital transformation to win budget | LogMeIn merging with Citrix's GoTo business

The wild card is whether LogMeIn can crack a crowded CRM market and carve out a customer engagement niche to complement systems already in the field. Bold360 has no code integrations with Salesforce and Zendesk so agents can pull customer data into one interface.

Other features include and interface that consolidates data from different systems, engagement tools such as live chat, Facebook Messenger, email, and remote support for co-browsing, file transfer, and desktop control.

As for pricing, Bold360 rates depend on deployment size and use case. Note that a previous site said pricing will start at $599 a year per agent for the professional version. Bold360's site now asks interested parties to ask for a quote. A premier edition includes advanced agent reporting and Salesforce integration. And enterprise option includes live chat in mobile, omnichannel management, supervisor dashboards, and other features. You need a price quote for those latter two issues.

LogMeIn has projected 2017 revenue to be $970 million to $980 million with non-GAAP earnings of $3.80 a share to $3.92 a share. That annual revenue projection excludes January sales from GoTo.

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