Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.