Genesys, a global leader in AI-powered customer experience solutions, has announced its agreement to acquire Radarr Technologies, an AI-driven company specializing in social and digital listening, analytics, and consumer engagement.
By merging Radarr Technologies’ robust social media capabilities with the all-in-one Genesys Cloud platform, this acquisition will enable businesses to offer a more unified customer experience. The goal is to help organizations create proactive, personalized engagements that foster loyalty in the AI-driven economy.
With digital natives increasingly using social media to interact with businesses, these channels are becoming a crucial alternative to traditional service options. Consumers now expect brands to address their service, support, and information needs through social media, whether it’s via public feeds or direct messaging. By integrating Radarr’s technology, Genesys will enable companies to meet customers on the social platforms they prefer, delivering engaging, contextual, and personalized experiences that feel as natural as communicating with friends or family.
The acquisition, set to close in the first quarter of fiscal year 2025, will make Radarr Technologies’ social media insights an essential part of Genesys’s AI-powered 360-degree customer view. This will allow Genesys to integrate sentiment, interaction, and attitudinal data from across the entire customer journey, providing a deeper understanding of consumer behavior. With Radarr’s capabilities, organizations using Genesys Cloud will break down silos and create personalized experiences that drive loyalty and help them stay competitive.
Currently, many organizations rely on separate solutions to manage their social media presence, which often don’t integrate well with other customer engagement systems. This disconnect can lead to missed insights, inefficient issue resolution, and fragmented customer experiences. With the integration of Radarr Technologies, Genesys Cloud customers will gain access to a wide range of new conversation streams from public social media platforms, including the Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business, and more. Combined with Genesys Cloud’s voice and digital capabilities, organizations will be able to turn customer inquiries on these platforms into meaningful, loyalty-building conversations.
The partnership also brings new tools to customer service agents. By using Radarr’s response engine in Genesys Cloud, agents will have a complete view of the customer journey, enabling them to interact with customers on their preferred social channels—whether responding to public posts or direct messages. Radarr’s AI-powered Multilingual Sentiment Models will also enhance the natural language processing (NLP) capabilities of Genesys Cloud, expanding its ability to understand regional slang and colloquialisms in over 100 languages. This helps organizations better gauge customer sentiment and deliver more personalized, scalable experiences.
The integration of Radarr’s capabilities into Genesys Cloud highlights the growing importance of social interaction management and analytics for global businesses. As Sheila McGee-Smith, president of McGee-Smith Analytics, noted, this move will help organizations tap into the full potential of social media for delivering exceptional customer experiences. By connecting public social media feeds with the customer journey orchestration in Genesys Cloud, companies will gain deeper insights into consumer behavior and sentiment, allowing them to provide more personalized engagement and take proactive actions to improve customer satisfaction.
