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Social Media Components -- Facebook and Twitter

The social media feature for Facebook and Twitter includes these components:

  • The Social Media Processor processes and caches data for Customer Interaction Center.

  • The Genesys Hub provides a platform-agnostic API for the social platforms that Genesys products support.

  • The CIC server includes subsystems that work with the social media processor to process social media interactions for CIC. It also includes the IC Event Bridge, which connects to the social media processor and creates social interactions for social media data.