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  • 1.  Social Interactions

    Posted 02-16-2021 14:54
    No replies, thread closed.
    Does anyone have any experience with any of the Social Media AppFoundry Partners.  PureSocial, SocialHub etc.   I am trying to understand what they offer beyond what Genesys Cloud offers, yes, they have additional Social Media integrations, but do they offer any real features other than DM.   I am looking to find a solution to listen/monitor Social Media posts and when those mentions happen notify an agent.  This functionality existed with PureCloud a few years back but has since been deprecated.  Thanks.
    #DigitalChannels

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Social Interactions

    Posted 02-16-2021 15:42
    No replies, thread closed.
    I'd be interested in this too.  When we looked at this for a customer last year it seemed like we'd be double paying for some things, the conversation/usage charge to Genesys plus to someone like PureSocial.  It would be nice to have native support for all social media within the product instead of saying "well sorry, we can do YYYY in Genesys Cloud but for XXXX or XXXXX you'll need to get this separate product".  Especially if they may already have a single product in their legacy system that covers all.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Social Interactions

    Posted 11-21-2023 04:05
    Edited by Yaw Chin 11-21-2023 04:09
    No replies, thread closed.

    We have use PureSocial for two of our GC projects.

    The Good:

    • Competitive pricing (for unlimited messages) and cover most of the famous Social Channels like FB Wall + DM, Twitter Wall +DM.
    • Embedded into GC User Interface. 
    • Can leverage on GC Quality Monitoring and WFM for scheduling of digital agents.

    The Bad:

    • SLA and Response Time. Many recurring issue (Severity 1 incident) where system unavailable for more than 8 to 9 hour hours (breaching our SLA with customer). 
    • Duplication of social interactions happens after they resume their service. (its massive if the downtime is long).
    • No support hotline to call for emergency support. (Please check your region time zone)

    Note: Better for partners to have AppFoundry partners commit to same SLA like Genesys Cloud else it will be hard to manage them as Genesys will not be responsible for appfoundry issues.

    Good luck.



    Original Message


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