A few weeks ago, we launched Genesys Cloud Social and there has already been a ton of press about how Genesys Cloud is shaking things up in the industry with this new release. If you haven’t had a chance to explore Genesys Cloud Social yet, now is the perfect time to dive in.
While the traditional contact center is equipped to handle an ever-changing flow of phone calls and emails, in today’s modern age, many customers will reach out on social media before they call into your support line.
Instead of having to monitor your company’s Facebook or X feed via a shared account, we’ve streamlined the process by integrating these digital interactions directly into the Genesys Cloud platform. Using the same UI that you know and love, agents can now respond to customer inquiries via public posts or transition to Direct Messages when the conversation requires more privacy.
In addition to handling these interactions within the Genesys Cloud platform, you can pair this flow of information with Genesys Cloud AI to intelligently route interactions, trigger automations, and keep your customers satisfied. When extra attention is needed, agents can seamlessly take over the conversation to ensure a personalized resolution.
As of right now, Facebook and X are available at the end of March, with support for Instagram, Open Messaging, and more coming soon! I recently attended a showcasing of our upcoming features and I can confidently say the roadmap ahead is worth watching. If you’d like to learn more I would recommend checking out this article from the Resource Center, and keep an eye out in the upcoming months for more updates by subscribing to our weekly Release Notes!
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Jason Kleitz
Online Community Manager/Moderator
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