Genesys Launches Social Media Support Platform

Genesys has announced Genesys Cloud Social, a new solution designed to help organisations engage with customers more effectively through social media.

The platform expands Genesys Cloud’s capabilities to include public social media listening, adding to its existing direct messaging features. This enhancement allows businesses to better understand consumer sentiment and improve customer interactions across multiple channels.

With Genesys Cloud Social, organisations can consolidate insights from voice, digital, and social media channels, offering a more comprehensive view of customer experiences.

Olivier Jouve, chief product officer at Genesys, said, “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.

These real-time insights not only enrich customer interactions but also fuel Genesys Cloud AI, further strengthening our ability to help organizations personalise experiences at scale.

This can be a game-changer for organisations looking to unify engagement, deepen customer relationships and differentiate their brands in an increasingly digital world.”

According to a 2024 Genesys survey, over half of consumers who shared negative service experiences on social media did so to prompt a response from the brand – yet many businesses still manage social media separately from their contact centres, resulting in fragmented data and disjointed customer journeys.

Genesys Cloud Social provides built-in social media listening and sentiment analysis, giving businesses real-time visibility into online conversations.

Current Genesys Cloud users, including Almosafer and Sistecredito, have said to already seen positive outcomes from these new capabilities following Genesys’ acquisition of Radarr Technologies.

The platform gathers insights from public posts on networks such as Facebook and X, analyzing sentiment across nearly 50 languages.

These insights are integrated with Genesys Cloud AI to support automated tasks, summarise interactions, and enable agents to respond directly through the same interface they use for other customer interactions.

Genesys Cloud Social will be available globally for Facebook and X by March 2025, with Instagram and Open Messaging support to follow.

For more information about Genesys - visit the Genesys Website

About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey