CE49/Canonical

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Social Listening	Seamlessly integrate social media customer care into the all-in-one Genesys Cloud platform, enabling you to monitor, analyze, and engage with customers across social channels.	Customer Engagement	Digital	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Today's customers expect seamless, omnichannel experiences—including on social media. They voice their opinions, seek support, and engage with brands across platforms like Twitter, Facebook, Instagram, and LinkedIn. However, many CCaaS providers struggle to integrate social interactions into their customer experience (CX) strategy, leading to missed opportunities, reputation risks, and customer dissatisfaction.

Given below are some of the key challenges

1. Fragmented Customer Journeys – Without social listening, brands lack visibility into customer interactions happening outside traditional channels, making it difficult to provide consistent, personalized support.
2. Reactive vs. Proactive Engagement – Many contact centers rely on customers reaching out with issues rather than proactively identifying sentiment shifts, potential crises, or brand advocacy moments.
3. Brand Reputation Management – Negative feedback can escalate quickly on social media. Without real-time monitoring and response capabilities, brands risk reputational damage.
4. Lost Revenue Opportunities – Customers often express purchase intent, complaints, or competitive comparisons on social media. Without social CX integration, companies miss valuable sales and retention opportunities.
5. Scalability and Compliance – Managing high volumes of social interactions manually is inefficient and poses compliance risks in regulated industries.

To remain competitive, CCaaS providers must offer integrated social listening and engagement capabilities, ensuring that brands can provide proactive, personalized, and efficient customer experiences across every touchpoint—including social media.

Platform Solution: Genesys Cloud Social allow companies to monitor and analyze through social listening to engage with customers across social media in real time. These capabilities enable brands to track customer sentiment, proactively address issues, and create seamless customer experiences across social channels. Social listening uses AI-driven sentiment analysis to detect emerging trends, potential crises, and customer intent, ensuring companies stay ahead of customer expectations.

Genesys Cloud Social seamlessly integrates with existing contact center workflows, allowing agents to engage with customers across social platforms—all within a unified interface. Agents can view interactions across voice, chat, email, and social, ensuring personalized and contextual responses.  

Genesys Cloud Social also helps protect brand reputation by identifying negative sentiment spikes and enabling rapid responses to prevent issues from escalating. Real-time analytics track engagement trends, campaign performance, and customer feedback, allowing companies to refine their CX strategy continuously. Social interactions can also uncover purchase intent and competitive insights, turning social engagement into revenue opportunities.

By embedding social listening and the ability to engage with social media comments into existing contact center workflows, companies scale customer engagement, improve response times, and deliver proactive, AI-powered support. This results in higher customer satisfaction, reduced operational costs, and increased brand loyalty. It also empowers organizations to leverage insights from social engagements across all orchestrated experiences that touch the Genesys Cloud platform.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results

High Level Flow

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Canonical Sales Content

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