HelpSocial Launches Genesys PureCloud Social Customer Care Integration



HelpSocial has integrated its platform for social media and messaging apps in the contact center with the Genesys Customer Experience Platform.

The integration allows service agents to help customers in social networks from the same PureCloud interface they use for other channels. Included is HelpSocial's Omnichannel Intelligence service, which allows organizations to connect their CRM systems and customer information databases for instant social customer recognition. It also displays relevant contextual data to the agent with the inbound social comment.

Through this partnership, the HelpSocial integration for PureCloud is available on the Genesys AppFoundry, a dedicated customer experience marketplace.

"We're very excited about announcing the technology partnership with Genesys. This is why we started HelpSocial: to provide enterprise-level social customer care abilities to businesses in a way that doesn't require them to use a separate, siloed, social management tool to track and engage social customers. Adding our features into an agent interface that's as easy to use as PureCloud enables agents to help customers faster and provide a higher quality of service. We're thrilled to partner with Genesys and provide joint customers a simpler way to manage and serve consumers via social channels," said Matt Wilbanks, CEO of HelpSocial, in a statement.

"It's exciting to see App Foundry partners such as HelpSocial leverage the Genesys Customer Experience Platform in creative ways by building integrations like Social Customer Care that enable businesses to efficiently serve consumers," said Jim Kraeutler, vice president of independent software vendor and technology alliances at Genesys, in a statement.


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