Managing customer interactions on public-facing channels is more challenging than ever. Brands must balance timely responses, brand promotion and reputation management while delivering exceptional customer experiences.
Genesys Cloud Social simplifies this challenge by integrating social media care into the full-featured Genesys Cloud™ platform, providing a comprehensive omnichannel customer experience (CX) solution. By unifying marketing and customer support, brands gain a holistic view of the customer journey, enabling proactive engagement that addresses concerns before they escalate — reducing support costs and safeguarding brand reputation. With advanced social listening, businesses can track and analyze conversations across major social platforms. Artificial intelligence (AI)-powered sentiment analysis, using natural language processing, classifies posts as positive, negative or neutral, allowing teams to prioritize and respond efficiently.
Agents engage with customers through a unified interface using the same intelligent routing and queueing system as other interactions. Additionally, Genesys Cloud Social harnesses AI-driven solutions such as Agent Copilot for real-time agent support. This connected approach helps brands scale interactions, enhance efficiency and deliver consistent, high-quality experiences across social channels.
Genesys Cloud Social enables brands to engage with customers across platforms like Facebook and X/Twitter. With advanced social listening, businesses can track keywords, accounts and hashtags to respond based on AI-led sentiment analysis. Agents can also efficiently manage public posts using the same interface as other customer interactions. In addition, by leveraging the same routing and queueing methodology as other channels, brands can prioritize and respond to social inquiries with speed and accuracy.
