Genesys to acquire Radarr Technologies to fuel customer experience

Genesys to acquire Radarr Technologies to fuel customer experience

Genesys announced it has agreed to acquire Radarr Technologies in a strategic deal.

The two companies will be combining comprehensive public social media capabilities and an all-in-one Genesys Cloud™ platform to help organisations unify the customer experience (CX), helping them create proactive, prescriptive engagement built to drive loyalty in the AI economy.

As people around the world are using public social media channels to connect with businesses as an alternative to traditional service channels, they expect brands to turn these inquiries for service, support and information into meaningful experiences.

With Radarr Technologies capabilities, Genesys will help organisations to meet customers on the social channels of their choice so they can engage with them as naturally as they do with family and friends through social media-based experiences that are easy, contextual and personalised.

Following the acquisition, Genesys will use Radarr Technologies’ social media insights as a critical source for its 360-degree customer view fuelling Genesys AI.

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 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.”

Sheila McGee-Smith, President, of McGee-Smith Analytics said: “Organizations 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 behavior and sentiment, but the tools to take action through more enhanced personalization and engagement. In adding Radarr Technologies capabilities to Genesys Cloud, the company recognizes the rising importance global enterprises are placing on social interaction management and analytics to achieve a complete unification of the customer experience.”

The deal is set to close in 2025.