Genesys Social Engagement Overview
What It Is
Genesys eServices takes interactions (which may be defined as attempted acts of communication) and gives them a uniform representation that can be processed in the many ways available in the Genesys suite of products.
Genesys Social Engagement is the latest extension of the range of media that eServices can process. The system monitors a social media site, gathers items that fit a defined profile, and converts them into Genesys interactions. The 8.x releases provide interfaces with Facebook and Twitter.
Here is a simplified architecture diagram:
The red line encloses the components that belong to the eServices line of products.
In place of the Twitter driver and Facebook driver shown in the diagram, you can create a custom media channel driver.