Genesys has announced a strategic move to acquire Radarr Technologies, an AI-based social and digital listening, analytics, and consumer engagement company. This move aims to elevate CX by integrating Radarr's comprehensive public social media capabilities into the Genesys Cloud platform, ushering in a new era of unified, proactive, and loyalty-centric engagement in the AI-driven economy.
“As consumers increasingly turn to social media platforms to connect with brands for support, these channels become a crucial and largely untapped opportunity for organizations 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 organizations further connect every touchpoint into the end-to-end customer experience,” said Tony Bates, CEO and chairman, Genesys.
Recognizing the growing trend of individuals, especially digital natives, turning to public social media channels for interactions with businesses, Genesys intends to enable organizations to meet customers on their preferred social platforms. Leveraging Radarr Technologies' capabilities, Genesys aims to streamline natural, contextual, and personalized social media-based experiences, aligning with the expectations of users familiar with engaging in such a manner with friends and family.
A holistic view of the customer journey
Genesys plans to leverage Radarr Technologies' social media insights to enrich its 360-degree customer view, contributing to Genesys AI. This integration will enable a more profound connection between attitudinal, sentiment, and interaction data across the entire CX continuum, offering an unparalleled depth of consumer engagement touchpoints.
The combined solutions will provide customer service agents with a holistic context of the customer journey, equipping them with tools to connect with customers on their preferred social channels, whether through public feeds or direct messaging.
Multilingual Sentiment Models
Additionally, the integration leverages Radarr Technologies' AI-powered Multilingual Sentiment Models to enhance the natural language processing (NLP) capabilities of the Genesys Cloud platform. The unique AI-powered Multilingual Sentiment Models from Radarr Technologies will strengthen NLP, enabling the detection of regional slang and colloquialisms across more than 100 languages, including top 10 spoken languages globally and over 40 Asian languages and dialects.
Elsewhere, Genesys has achieved authorization under the State Risk and Authorized Management Program (StateRAMP) at the Moderate Impact Level.
