Genesys, the global cloud expert in artificial intelligence-powered experience orchestration, has reached an agreement to acquire Radarr Technologies, an artificial intelligence-based social and digital listening, analytics and consumer engagement company.
By combining the comprehensive public social media capabilities of Radarr Technologies solutions with the integrated Genesys Cloud platform, Genesys will enable organizations to unify customer experience (CX) like never before, helping them create proactive, disciplined engagement to drive Loyalty in the artificial intelligence economy.
People around the world, especially digital natives, are using public social media channels to connect with businesses as an alternative to traditional service channels. They want brands to use public social messages or direct messaging to turn these inquiries for service, support and information into meaningful experiences. Leveraging the capabilities of Radarr Technologies, Genesys will help organizations meet customers on the social channels of their choice so they can connect as naturally as they do with family and friends through rich social media-based experiences that are simple, contextual and personalized interact with customers.
The acquisition is expected to close in the first quarter of fiscal 2025, and Genesys will use Radarr Technologies social media insights as a key source of its 360-degree customer view to power Genesys AI. Genesys will be able to further connect attitude, sentiment and engagement data across the CX continuum and deliver the industry’s most comprehensive depth of consumer engagement touchpoints. Organizations using Radarr Technologies capabilities on Genesys Cloud will be freed from the silos and limitations that prevent them from delivering personalized experiences wherever their customers are by leveraging new insights and capabilities to create loyalty and gain a competitive advantage.
“As consumers increasingly turn to social media platforms to connect with brands for support, these channels become important and fundamental for organizations to engage with customers and gather valuable business insights,” said Tony Bates, CEO and Chairman of Genesys. untapped opportunities.
“Once Radarr Technologies’ capabilities are integrated into Genesys Cloud, Genesys can help organizations further connect every touchpoint to the end-to-end customer experience, accelerating the transformation of the CX industry.”
To manage their social media presence, most organizations today rely on point solutions that are often disconnected from other customer engagement systems and departments. This can make it difficult for them to identify issues, analyze insights, and take action on what matters most, leading to broken customer experiences and missed opportunities to drive business results. With the integration of Radarr Technologies, Genesys Cloud customers will have direct access to new conversation streams of public social media posts across multiple platforms, including the Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business and more . When combined with the Genesys Cloud platform’s voice and digital offerings, including its leading private social media messaging solutions, organizations will have unparalleled ability to listen to customers on these channels and turn those inquiries into Conversations that build loyalty.
Using Radarr Technologies’ response engine capabilities in conjunction with Genesys Cloud, the combined solution will provide agents with a comprehensive customer journey context and tools, allowing them to connect with customers through their preferred social channels, whether responding to inquiries from public feeds or Support agents by responding directly. Messaging. In addition, differentiated artificial intelligence-driven multilingual emotion models in Radarr Technologies solutions will further enhance the natural language processing (NLP) of the Genesys Cloud platform. This will expand the organization’s ability to detect regional slang and colloquialisms in more than 100 languages, including the 10 most spoken languages around the world and more than 40 Asian languages and dialects. This enables organizations to better understand customer sentiment, thereby enhancing the ability to deliver personalized experiences at scale.
“Organizations have been working hard to realize the potential of social media to deliver differentiated customer experiences, and Genesys is now better positioned to change that,” said Sheila McGee-Smith, president of McGee-Smith Analytics.
“Connecting these public feeds with the orchestration of customer journeys not only gives companies a more complete understanding of consumer behavior and sentiment, but also provides the tools to take action through enhanced personalization and engagement.” In adding Radarr Technologies When the functionality is added to Genesys Cloud, the company recognizes the growing emphasis on social interaction management and analytics by global enterprises to achieve a fully unified customer experience.”
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