Genesys®, a global leader in AI-powered customer experience orchestration, has announced the launch of Genesys Cloud Social, a new solution designed to help businesses leverage social media channels for deeper customer engagement. This addition to the Genesys Cloud™ platform introduces broad public social media listening, enabling organizations to analyze consumer sentiment and enhance interactions across various digital touchpoints. By integrating voice, digital, and social media insights, Genesys Cloud Social offers a unified approach to customer engagement, allowing businesses to proactively manage experiences and strengthen relationships.
Addressing the Untapped Potential of Social Media
Social media has become a crucial yet underutilized channel for customer engagement. According to a 2024 Genesys survey, 52% of consumers who shared a negative service experience on social media did so to attract brand attention for issue resolution. However, many businesses lack the infrastructure to integrate social media interactions with their contact centers, leading to fragmented customer data and disconnected experiences.
With Genesys Cloud Social, organizations now have access to native social media listening and sentiment analysis directly within their existing contact center ecosystem. By incorporating consumer sentiment, keywords, and online mentions, companies can monitor brand perception, engage with customers in real time, and improve issue resolution.
AI-Powered Social Media Insights
Genesys Cloud Social harnesses natural language processing (NLP) across nearly 50 languages to classify social media posts as positive, negative, or neutral. This helps businesses track customer sentiment and respond proactively to trends affecting their brand. These insights are further integrated into Genesys Cloud AI, providing a 360-degree customer view that enhances personalization, automation, and predictive engagement.
By combining AI-driven analysis with human-assisted interactions, businesses can seamlessly route social media inquiries to customer service agents through the Genesys Cloud interface, ensuring a consistent, efficient experience across all communication channels.
A Game-Changer for Customer Experience
Olivier Jouve, Chief Product Officer at Genesys – “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 organisations 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.”
Availability and Future Enhancements
Genesys Cloud Social is part of the new Genesys Cloud CX 4 package, which includes AI Experience tokens, Agent Copilot, and Journey Management tools to provide a comprehensive AI-driven customer experience.
The platform will support Facebook and X (formerly Twitter) by the end of March 2025, with Instagram and Open Messaging integration—which will enable virtually any social channel—coming soon after.
With this strategic expansion into social media, Genesys is empowering businesses to proactively engage with consumers, drive brand loyalty, and orchestrate AI-powered customer experiences at scale.
