The solution, which connects customers to the contact centre according to their social media interactions – such as Tweets, Facebook postings and RSS feeds – will now incorporate Klout scores to determine customers' level of service.
According to the firm, customers with a high Klout score should be connected with a specialised or social savvy customer service agent.
The integration of Klout capabilities can also be applied to phone or web interactions.
Merijn te Booij, VP of Product Management and Strategy at Genesys, said: “By incorporating Klout within Genesys Social Engagement, we’re empowering social savvy enterprises to engage their customers in a new conversation based upon business value and social influence.”
Matt Thomson, VP of business development at Klout, said: “Klout will be a powerful additional layer of the Genesys Social Engagement solution, giving businesses an immediately scalable signal from multiple social media channels that shows them where to turn their attention.”