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HelpSocial Launches Genesys PureCloud Social Customer Care Integration at CX18
[May 01, 2018]

HelpSocial Launches Genesys PureCloud Social Customer Care Integration at CX18


HelpSocial, the #1 platform for integrating social media and messaging apps in the contact center, will demonstrate its integration with the Genesys Customer Experience Platform at CX18, the industry's premier customer experience event. Taking place May 1-4 in Nashville, Tennessee, CX18 is presented by Genesys®, the global leader in omnichannel customer experience and contact center solutions. CX18 brings together the leading minds and technologies responsible for advancing the customer experience industry today.

HelpSocial will be set up in the Partner Pavilion at CX18 to demonstrate the capabilities and use cases of the social customer care service. The integration allows service agents to help customers in social networks from the same PureCloud® interface they use for other channels. This allows a business to provide a consistent service experience across all channels, from a single user interface, and take advantage of the cost of service reductions associated with digital customer care.

"We're very excited about announcing the technology partnership with Genesys (News - Alert) and launching the integration from CX18. 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.



The integration between HelpSocial and Genesys Customer Experience Platform provides streamlined social customer service capabilities within the PureCloud agent interface. Included, is HelpSocial's Omnichannel Intelligence service, which allows organizations to connect CRMs and customer information databases for instant social customer recognition. It also displays relevant contextual data to the agent with the inbound social comment. This increases the opportunity for a first contact resolution and dramatically reduces handle time.

Pricing is based on usage - not per agent or seat. This keeps the cost per conversation extremely low. Because there are no per agent fees, this allows for a greater number of agents to have access for handling social issues, which reduces response time and improves service quality.


"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 the ISV and Technology Alliances for Genesys. "We are proud to have HelpSocial and other App Foundry partners contribute to an exciting agenda at CX18 focused on helping organizations harness technologies that enable a highly responsive, predictive and fully contextual customer experience."

The HelpSocial integration for PureCloud is now available on the Genesys® AppFoundry, a dedicated customer experience marketplace. The AppFoundry connects businesses to the industry's highest caliber of cloud and on-premises customer experience solutions in one comprehensive marketplace. To learn more about the specific features and benefits of HelpSocial's integration, visit the AppFoundry listing here.

CX18 is the annual conference that gathers together the strongest ecosystem of solutions, customers, partners and technology pushing the boundaries and future of CX to provide the human touch in a digital world. Attendees will explore topics such as digital transformation, cloud customer experiences, customer journey management, hyper-personalization, predictive analytics, virtual reality and more.

Join the conversation on social media at #CX18

About HelpSocial:

HelpSocial is the #1 platform for integrating social media and messaging apps with the contact center. Started in 2011 as an internal project at Rackspace (News - Alert), HelpSocial later spun out with funding from Mark Cuban, the celebrity SharkTank investor and Dallas Mavericks owner, in 2014. HelpSocial, is a proud graduate of start-up accelerator program Techstars and is venture capital backed. The team has gained traction by partnering with the world's leading contact center software companies to help them advance their offerings by providing digital customer care products built on the HelpSocial Open API.


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