India, March 27 -- Genesys, a global provider in AI-powered experience orchestration, today announced the launch of Genesys Cloud Social, designed to help organisations leverage social media channels to gain deeper customer insights and engage in new ways. By incorporating broad public social media listening, the company extends the Genesys Cloudplatform's existing capabilities beyond direct messaging, enabling a richer understanding of consumer sentiment. This insight can enhance and inform every interaction, allowing organisations to unify customer data across voice, digital, and social media channels. With greater context and control, they can orchestrate proactive and personalised end-to-end customer experiences.

Social media has bec...