Singapore – Aiming to provide a unifying customer experience, global cloud leader Genesys recently announced its strategic acquisition of social and digital intelligence company Radarr Technologies, equipping organisations with proactive and prescriptive customer loyalty, business operations, and a competitive edge as well as providing extensive public social media capabilities.
Through the acquisition, Genesys will utilise the advanced features of Radarr Technologies, empowering organisations to connect with customers on their preferred social channels.
Said initiative enables seamless engagement, mirroring the natural interactions individuals have with family and friends and ensuring interactions are effortless, contextual, and tailored to each individual’s preferences through its immersive social media-based experiences.
Following the completion of the acquisition by 2025, Gensys also revealed that it will leverage Radarr Technologies’ social media insights as a crucial source for its 360-degree customer perspective, enhancing the capabilities of Genesys AI.
By integrating attitudinal, sentiment, and interaction data across the customer experience continuum, the company also intends to offer the industry’s most comprehensive array of consumer engagement touchpoints.
As a result, organisations will be freed from silos and limitations, enabling them to deliver personalised experiences to customers wherever they are.
Furthermore, the incorporation of Radarr Technologies into Genesys Cloud will provide customers with direct access to fresh conversation streams originating from public social media posts on various platforms. These include but are not limited to the Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business, and more.
Meanwhile, the differentiated AI-driven multilingual sentiment models integrated into the Radarr Technologies solution will enhance the natural language processing (NLP) capabilities of the Genesys Cloud platform. This enhancement will broaden organisations’ capacity to identify regional slang and colloquialisms across over 100 languages, encompassing the top 10 spoken globally and more than 40 Asian languages and dialects.
This enables organisations to gain a deeper understanding of customer sentiment, thereby improving their capability to deliver personalised experiences on a larger scale.
Tony Bates, CEO and chairman at Genesys, 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,” he added.
Sheila McGee-Smith, president at McGee-Smith Analytics, also added, “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 with not only a more holistic understanding of consumer behaviour and sentiment but also the tools to take action through enhanced personalisation and engagement.”
“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,” concluded Sheila.
