Genesys, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud Social to help organizations use social media channels to learn more about their customers and engage with them in new ways. By adding broad public social media listening, the company expands the Genesys Cloud™ platform’s existing capabilities beyond direct messaging to unlock deeper understanding of consumer sentiment that can inform and enrich every interaction. Organizations can unify customer insights across voice, digital and social media channels, giving them more context and control to orchestrate proactive and personalized end-to-end customer experiences.

Social media channels have become an increasingly crucial and largely untapped opportunity for organizations to build relationships with their customers. According to a survey Genesys conducted in 2024, 52% of consumer respondents who have shared about a negative service interaction on social media say it was to prompt direct attention from the brand for help resolving their problem. Yet, many organizations manage social media engagement outside of the contact center and lack the infrastructure to bring this channel together with other modes of communication, resulting in siloed customer data and disconnected journeys.

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With native social media listening and sentiment analysis now embedded in Genesys Cloud, organizations have new levels of visibility into what consumers are saying about them online and they gain the ability to interact, resolve issues and manage their reputations in real time. Numerous existing Genesys Cloud customers, including Almosafer and Sistecredito, recognize the positive impact that can come from the expanded social media capabilities now available as a result of the Genesys acquisition of Radarr Technologies last year.

Tapping into Social Media for a Dynamic View of Customers

Genesys Cloud Social captures public social media posts and mentions from popular social networks, such as Facebook and X, collecting insights from keywords, accounts and hashtags all in one place. Sentiment analysis through natural language processing across nearly 50 languages helps to identify and classify posts as positive, negative or neutral — enabling organizations to keep a pulse on their customers and brand’s reputation. Genesys Cloud then uses these social media insights, including consumer attitudinal, sentiment and interaction data, as a critical source for Genesys Cloud AI, fueling the platform’s 360-degree customer view to empower rich contextual engagement that drives loyalty and differentiation.

Genesys Cloud Social works seamlessly with Genesys Cloud AI to help organizations manage customer interactions on both public and private social media channels, enabling them to analyze data, automate tasks and summarize interactions. For consumer interactions that need a human touch, agents can reply via the same Genesys Cloud interface, routing and queue approach they use for other voice and digital interactions, enhancing efficiency and accelerating resolution.

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“With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points, giving organizations more visibility into how consumers think and feel before they ever reach a contact center,” said Olivier Jouve, chief product officer at Genesys. “These real-time insights not only enrich customer interactions but also fuel Genesys Cloud AI, further strengthening our ability to help organizations personalize experiences at scale. This can be a game-changer for organizations looking to unify engagement, deepen customer relationships and differentiate their brands in an increasingly digital world.”

Genesys Cloud Social is now available with the AI Experience token model that allows organizations the flexibility to use AI to meet their evolving business needs. The new Genesys Cloud CX 4 package, which offers organizations more AI experience at the best value, includes 30 AI Experience tokens and Agent Copilot for each user and Journey Management for the contact center.

Genesys Cloud Social for Facebook and X will be generally available globally by the end of March 2025. Support for Instagram and Open Messaging, which will enable virtually any social channel — even if not natively supported — will follow soon after.