Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse public conversations on popular social media networks like Facebook and X.
As social media plays an increasingly crucial role in customer feedback, the need for effective engagement has never been greater. A recent Genesys survey highlighted that 52% of consumers who share negative service experiences on social media do so to attract immediate attention from brands. Unfortunately, many companies currently handle these interactions outside of their main customer service frameworks, leading to fragmented data and missed opportunities for connection.
“With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points, giving organisations more visibility into how consumers think and feel before they ever reach a contact centre,” said Olivier Jouve, chief product officer at Genesys.
Genesys Cloud Social addresses this gap by integrating social media listening directly into the customer engagement process. With advanced natural language processing, the tool can analyse posts in nearly 50 languages, categorising them as positive, negative, or neutral. As a result, organisations can monitor brand sentiment and respond swiftly to customer needs.
Additionally, the integration with Genesys Cloud AI allows companies to manage social interactions efficiently, automating responses where appropriate while ensuring that customer inquiries needing human attention are routed seamlessly through the same platform.
Genesys Cloud Social will be globally available by the end of March 2025.