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Upcoming Beta - Genesys Cloud Social

  • 1.  Upcoming Beta - Genesys Cloud Social

    GENESYS
    Posted 10-16-2024 07:21
    Edited by Gayathri K G 10-17-2024 05:57
    Hello everyone,
     
    We have exciting news for Genesys Cloud customers who have been eagerly awaiting public social integration. The wait is finally over!
    We are thrilled to announce the upcoming beta feature in Genesys Cloud Social, which will enable you to track and respond to your customers more effectively.
     
    Beta registration dates
    Starts:  Oct 14, 2024 09:00 (ET)
    Ends:  Nov 30, 2024 17:00 (ET)
    Beta is planned to start at 1st of December 2024 to 30th of January 2025.  
    In this beta, you will be able to:
     
    1. Create data ingestion rules to fetch data from supported social channels.
    2. Set up social escalation rules to escalate social posts as conversations to agents.
    3. Integrate with supported social channels.
    4. Allow agents to respond to public social messages directly from the Agent Desktop.
    5. View agent and team performance charts.
    6. Access a social listening dashboard to monitor trends in conversations about your brand.
     
    The following platforms will be available for beta testing:
     
    1. X (formerly Twitter)
    2. Facebook.

    Thank you and looking forward to your participation!


    #BetaAnnouncement

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    Gayathri K G
    Associate Product Manager
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  • 2.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-17-2024 07:40

    Hello There- What is the reasoning for the Beta only being available for X in the UAE. On the subject of cost is there one for a licence or is this included or more likely as pat of a subscription to Radarr?    



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    Bill Gleeson
    CSM
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    Original Message


  • 3.  RE: Upcoming Beta - Genesys Cloud Social

    GENESYS
    Posted 10-21-2024 12:36

    Hi BIll,

    X will initially be available only in 1 region for Beta for both cost and other operational reasons. Customers will not be charged for Beta for public social data.

    Genesys Cloud Social is a native solution on Genesys Cloud as opposed to Radarr on App Foundry (or Radarr Classic) which are not native to GC. Radarr will continue to operate independently during Beta and beyond.

    Thanks

    Ram



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    Ram Bhamidi
    Senior Director, Product Management
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    Original Message


  • 4.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-21-2024 14:20
    Thanks Ram. Will there be a charge separate to a GC 3 licence once it's live?



    Original Message


  • 5.  RE: Upcoming Beta - Genesys Cloud Social

    GENESYS
    Posted 10-22-2024 03:00

    Yes, there will be additional charges for social (listening / CX) on top of the license fee once we go live.  The structure of the charges will be as given below:

    1. Per message charge for public social posts (there will be a free allowance at the org level and once excess posts will be charged). Commitments will be supported. 
    2. Per message charge for private social DMs. Commitments will be supported
    3. Channel fee per handle for Premium Channels (only X for now)


    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 6.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 02:40

    Can you please explain the feature difference between Genesys Cloud Social and RADARR?



    ------------------------------
    Prem
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    Original Message


  • 7.  RE: Upcoming Beta - Genesys Cloud Social

    GENESYS
    Posted 10-22-2024 03:05

    Hi Prem,

    1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

    2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

    3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

    Thanks

    Ram



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    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 8.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 03:32

    Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?



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    Prem
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    Original Message


  • 9.  RE: Upcoming Beta - Genesys Cloud Social

    GENESYS
    Posted 10-22-2024 03:47

    WhatsApp is already available on GC.  Please feel free to use it.

    GC Social will have the following channels available natively when we go live:

    1. X (Twitter)
    2. Facebook
    3. Instagram

    We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 10.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-23-2024 07:30

    Hi Ram

    If we already have Radar via AppFoundry - can we run GC social for the listed channels in parralell - assuming different specific channels are used ? just thinking of the transition period where we are utilising all the rich reporting and social monitoring aspects of Radar but having native channels more aligned to use the features within GC for routing etc 



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    Annabelle Goymer
    Head of Customer Success
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    Original Message