Genesys, a global leader in AI-powered experience orchestration, has launched Genesys Cloud Social, a cutting-edge solution that integrates social media listening, sentiment analysis, and engagement directly into the Genesys Cloud™ platform. By expanding beyond direct messaging, organizations can now gain deep insights into consumer sentiment across social media, unifying data from voice, digital, and social channels for a more proactive and personalized customer experience.

“Genesys Cloud Social extends customer engagement beyond traditional channels, giving organizations the visibility to understand consumers before they even reach a contact center,” said Olivier Jouve, Chief Product Officer at Genesys.

Bridging the Gap Between Social Media and Customer Experience

Social media is a critical yet often underutilized channel for customer engagement and brand reputation management. A 2024 Genesys survey found that 52% of consumers who post negative service interactions on social media do so to get direct attention from the brand. However, many businesses manage social media separately from their contact centers, leading to siloed data and disconnected customer journeys.

Genesys Cloud Social eliminates these inefficiencies by natively embedding social media listening and sentiment analysis within Genesys Cloud AI, enabling organizations to:

• Monitor real-time conversations across platforms like Facebook and X (formerly Twitter).

• Analyze sentiment using natural language processing (NLP) across nearly 50 languages.

• Unify insights from social media with contact center data for a 360-degree customer view.

• Engage and resolve issues in real time, strengthening customer relationships and brand reputation.

Features of Genesys Cloud Social

1. Advanced Social Media Listening and Sentiment Analysis

• Captures public social media mentions, keywords, and hashtags in real time.

• Uses NLP-driven sentiment analysis to categorize posts as positive, negative, or neutral.

• Helps organizations track brand perception and customer concerns proactively.

2. AI-Driven Customer Engagement

• Genesys Cloud AI leverages social insights to personalize customer interactions.

• Automates engagement with AI-powered chatbots while escalating complex issues to human agents.

• Enables contact center agents to respond to public and private social media messages from a single interface, improving efficiency.

3. Seamless Integration with Genesys Cloud AI

• Combines social, voice, and digital data into one platform for holistic customer insights.

• Automates sentiment-driven actions, such as proactive outreach or issue resolution.

• Enhances AI-driven journey management, enabling businesses to create context-rich interactions.

Driving Business Impact with AI-Powered Social Engagement

Early adopters of Genesys Cloud Social, such as Almosafer and Sistecredito, are already seeing benefits from its advanced social media capabilities. These enhancements stem from Genesys’ acquisition of Radarr Technologies, expanding the company’s expertise in AI-driven social listening.

Organizations using Genesys Cloud Social can expect:

• Stronger brand reputation management through real-time social media monitoring.

• Higher customer satisfaction via personalized engagement and faster resolution.

• Increased operational efficiency with AI-powered sentiment analysis and automation.

Flexible AI Experience with Genesys Cloud CX 4

Genesys Cloud Social is available within the AI Experience token model, offering businesses flexible AI usage based on their evolving needs. The newly introduced Genesys Cloud CX 4 package includes:

• 30 AI Experience tokens per user.

• Agent Copilot for real-time assistance.

• Journey Management for optimizing end-to-end customer experiences.

Genesys Cloud Social marks a significant step forward in AI-powered customer engagement, enabling businesses to bridge the gap between social media and contact center operations. By leveraging real-time insights, automated sentiment analysis, and seamless engagement tools, organizations can create proactive, data-driven customer experiences that drive loyalty, satisfaction, and differentiation.