Get social to build stronger customer relationships

Fully integrated social media interactions

To deliver seamless experiences across all channels, you need to capture all customer interactions in one place — social media included.

Genesys contact centre software brings your social conversations into the same single system and interface you use to handle calls and chats. The unified approach helps you understand customer conversations better and respond faster. Your team has all the context it needs to provide customer service that gets your brand noticed on social media — for the right reasons.

Seamless social routing

Great social interactions start with getting social media posts and direct messages where they need to go. That may be a shared queue or a specific agent.

Genesys software uses the same ACD routing engine and evaluation methods for social messages as it does for phone calls and live chats. Use skills-based routing to consider skills and language requirements and then route interactions based on business rules, priority and resource availability.

Unified communication and collaboration across teams

Speed is an important part of customer service on social media. Your goal is to cordially respond as quickly as possible so customers feel heard and get their problem solved. At many companies, this requires seamless handoffs to your customer service representatives from your social media marketing team.

Genesys contact centre software provides collaboration tools for your employees to work closely with each other. Whether they need to transfer an interaction or ask a quick question, the right tools make social experiences effortless for customers and employees.

Social media performance insights

This unified approach to social media in your contact centre gives you clearer insights. With centralised reporting, you can see historical and real-time performance for your social media interactions, right alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience, backed by data.