Singapore – Genesys, a global AI-powered cloud platform, has announced that it has reached an agreement to acquire Radarr Technologies, which specialises in AI-based social and digital listening, analytics, and consumer engagement.
Through the acquisition, Genesys will integrate Radar Technologies’ public social media capabilities with the Genesys Cloud platform to enhance customer experience (CX). This partnership enables the development of proactive, prescriptive engagement tactics aimed at increasing loyalty in the AI economy.
With the help of Radarr Technologies, Genesys helps businesses naturally interact with customers on the social media platforms of their choice. This is done by providing rich, simple, contextual, and tailored social media experiences.
Following the expected completion of the acquisition in the first quarter of 2025, Genesys intends to utilise Radarr Technologies’ social media insights as a critical component in building its 360-degree customer view to improve Genesys AI. This integration will allow for the collection of interaction, sentiment, and attitudinal data across the CX continuum.
Businesses utilising Radarr Technologies’ capabilities on the Genesys Cloud platform will be freed from limitations and silos, enabling them to provide customers with individualised experiences across many channels. Loyalty is eventually fostered by using insights and capacities to accomplish this freedom.
Through the integration of Radarr Technologies, Genesys Cloud users will gain direct access to supplementary conversation streams that are derived from publicly accessible social media posts across several platforms, including the Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business, and more.
Together with the voice and digital capabilities of the Genesys Cloud platform—which includes its private social media messaging solutions—organisations will be able to interact with consumers on these channels that turn inquiries into loyalty-boosting dialogues.
By utilising Radarr Technologies’ response engine capabilities in conjunction with Genesys Cloud, the combined solutions will give agents access to customer journey context and tools, allowing them to interact with clients on the social media platforms of their choice.
This includes answering questions on open feeds or via direct messages. Furthermore, the Radarr Technologies solution’s unique AI-powered Multilingual Sentiment Models will improve the Genesys Cloud platform’s natural language processing (NLP) capabilities.
Moreover, this extension improves an organisation’s ability to recognise regional slang and colloquialisms in more than 100 languages, including the top 10 languages spoken worldwide and more than 40 Asian languages and dialects. Consequently, this makes it possible for companies to comprehend client sentiment more thoroughly, which enhances their capacity to provide customised experiences on a large scale.
Speaking about the acquisition, Tony Bates, Genesys CEO and chairman, said, “As consumers increasingly turn to social media platforms to connect with brands for support, these channels become a crucial and largely untapped opportunity for organisations to engage with customers and glean valuable business insights. Once the capabilities of Radarr Technologies are integrated into Genesys Cloud, Genesys can accelerate its transformation of the CX industry by helping organisations further connect every touchpoint into the end-to-end customer experience.”
Meanwhile, Sheila McGee-Smith, president, McGee-Smith Analytics, said, “Organisations have struggled to tap into the potential that social media can play in delivering differentiated customer experiences — Genesys is now in a better position to change that. Connecting these public feeds with the orchestration of the customer journey will provide companies not only a more holistic understanding of consumer behaviour and sentiment, but the tools to take action through more enhanced personalisation and engagement.”
She added, “In adding Radarr Technologies capabilities to Genesys Cloud, the company recognises the rising importance global enterprises are placing on social interaction management and analytics to achieve a complete unification of the customer experience.”
