New Genesys Cloud Social unlocks real-time insights from public social media interactions
Genesys, a global leader in AI-powered customer experience orchestration, has launched Genesys Cloud Social, a new feature designed to help organizations leverage social media for deeper customer insights and engagement.
Expanding beyond direct messaging, Genesys Cloud Social introduces public social media listening, enabling businesses to monitor customer sentiment in real time across platforms like Facebook and X. This addition enhances the Genesys Cloud™ AI-powered platform, allowing organizations to integrate social insights with voice and digital channels for a holistic customer view.
“With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points,” said Olivier Jouve, Chief Product Officer at Genesys. “These real-time insights not only enrich customer interactions but also fuel Genesys Cloud AI, helping businesses personalize experiences at scale.”
The feature, available globally by the end of March 2025, includes sentiment analysis in nearly 50 languages, AI-powered automation, and seamless agent interaction within the Genesys Cloud interface. Future support for Instagram and Open Messaging will further extend social media engagement capabilities.