The unique abilities of Genesys social media customer service software are made possible by a range of powerful capabilities that give marketing and customer service organizations the tools they need to establish social media as a powerful customer touch point.
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Listen |
Automates social listening with out-of-the-box integrations to popular social networking sites and RSS. Query social sites for keywords to capture messages and online comments of interest |
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Prioritize |
Ability to define, segment and prioritize actions toward social media activities. Distribute unresolved posts and provides escalation rules to manage SLAs |
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Engage |
Responds in-media, informs and notifies target and high-worth consumers. Enables agents to get proactive and capitalize on social influence. |
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Integration |
Combines touchpoints across marketing and customer service and integrate the conversation across the enterprise. Provides ability to report and manage the conversation. Enables you to leverage what you already have and integrate your knowledge-base |
