Dubai, United Arab Emirates: Genesys, the global cloud leader in orchestrating AI-powered customer experiences, has announced an agreement to acquire Radarr Technologies – a leader in listening, analyzing, and engaging consumers using artificial intelligence technologies. By integrating Radarr Technologies’ comprehensive public social media capabilities into the Genesys Cloud™ platform, Genesys aims to enable organizations to unify customer experiences exceptionally and help them create proactive, guided engagement tailored to enhance customer loyalty in the AI economy.
Customers worldwide, especially tech enthusiasts, are increasingly using public social media channels to communicate with companies as an alternative to traditional service channels. Utilizing public social media updates or direct messages, customers expect brands to transform these service inquiries and information requests into valuable experiences. With Radarr Technologies’ capabilities, Genesys will help organizations seamlessly interact with customers across their chosen social channels, enabling natural engagement as they would with family and friends, and providing rich, contextual, and personalized social media-based experiences.
Following the acquisition, expected to close in the first quarter of the fiscal year 2025, Genesys will use Radarr Technologies’ social media insights as a crucial source for comprehensive customer vision feeding into Genesys AI technologies. This integration will allow Genesys to link data on attitudes, emotions, and interactions more extensively across the customer experience journey, providing the industry’s most comprehensive touchpoints for consumer engagement. Organizations using Radarr Technologies’ capabilities on the Genesys Cloud platform will be freed from constraints that prevent them from delivering personalized experiences wherever their customers are, leveraging new insights and capabilities to build customer loyalty and gain a competitive edge.
On this topic, Tony Bates, CEO and Chairman of Genesys, said, “As consumers increasingly turn to social media platforms for brand engagement and support, these channels represent a largely untapped opportunity for organizations to interact with customers and derive valuable business insights. Once Radarr Technologies’ capabilities are integrated into the Genesys Cloud platform, Genesys can accelerate its transformation in the customer experience industry by helping organizations connect every touchpoint more significantly to the comprehensive customer experience.”
Most organizations today rely on point solutions to manage their social media presence, often disconnected from other customer engagement systems and departments. This creates barriers in identifying issues, analyzing insights, and acting on the most critical matters, leading to disjointed customer experiences and lost opportunities for business outcomes. With the integration of Radarr Technologies, customers of the Genesys Cloud platform will gain direct access to new conversation streams from public social media posts across multiple platforms, including Apple’s App Store, Facebook, Instagram, Platform X, YouTube, Google Play Store, Google My Business, and others. The integration of voice and digital offerings with the Genesys Cloud platform, including leading private social media messaging solutions, will provide organizations with exceptional capabilities to listen to their customers on these channels and transform these inquiries into conversations to build customer loyalty.
The combined solutions of Radarr Technologies with the Genesys Cloud platform, using response engine capabilities, will empower agents by providing them with a comprehensive context of the customer journey and tools to communicate with customers on their preferred social communication channels, whether responding to public posts or direct messaging. Additionally, Radarr Technologies’ multilingual sentiment models and AI-based natural language processing (NLP) will enhance the Genesys Cloud platform’s capability to detect colloquial tone and regional dialects in over 100 languages, including the top 10 spoken worldwide and more than 40 Asian languages and dialects. This will enable organizations to better understand their customers and enhance their ability to deliver personalized experiences at scale.
Sheila McGee-Smith, President of McGee-Smith Analytics, commented, “Organizations have struggled in the past to leverage the potential of social media in delivering distinct customer experiences – and now Genesys is better positioned to change that. Linking these public posts to customer journey orchestration will provide businesses with a more comprehensive understanding of consumer behavior and sentiment, and also provide the tools necessary to take action through more customization and enhanced engagement. By adding Radarr Technologies’ capabilities to the Genesys Cloud platform, the company recognizes the growing importance global organizations place on managing social interaction and analytics to achieve an integrated and unified customer experience.”
Genesys empowers over 7,500 organizations in more than 100 countries to enhance customer loyalty and business outcomes by creating the best experiences for customers and employees. With the Genesys Cloud platform, the leading AI-powered experience orchestration platform, Genesys delivers the future of customer experience for organizations of all sizes, enabling them to deliver effective and personalized experiences at scale. As a trusted and integrated platform born in the cloud, the Genesys Cloud platform accelerates organizational growth by enabling them to differentiate with the right customer experience at the right time, in addition to boosting workforce engagement, efficiency, and operational improvements.
About Radarr Technologies
Radarr Technologies is an award-winning social and digital data analytics company that helps businesses make decisions from relevant social media and digital conversations in real-time using data visualizations, dashboards, and insight reports. Medium and large-sized companies, including many Fortune 500 clients across Asia and globally, use Radarr Technologies’ digital intelligence platform to listen, respond, analyze, publish, and act on insights. Managed by co-founders Ram Bhamidi and Prerna Pant, Radarr was established in 2013 in Singapore, with offices in Singapore and Bangalore, India. The co-founders and the team will join Genesys upon the completion of the acquisition.