Genesys to acquire AI-based digital listening and consumer engagement platform Radarr

Genesys has announced that it has entered into an agreement to acquire Radarr, a leading AI-based social and digital listening, analytics, and consumer engagement company. The full press release is available on the Genesys website.

By combining the comprehensive public social media capabilities within Radarr with the all-in-one Genesys Cloud™ platform, Genesys will empower organizations to unify the customer experience (CX) like never before, helping them create proactive, prescriptive engagement built to drive loyalty in the AI economy.

Following the acquisition, Genesys will use Radarr social media insights as a critical source for its 360-degree customer view fueling Genesys AI. Genesys will be able to further connect attitudinal, sentiment and interaction data from across the CX continuum and provide the industry’s most comprehensive depth of consumer engagement touchpoints. Organizations using Radarr capabilities on Genesys Cloud will be freed from the silos and limitations that prevent them from delivering personalized experiences wherever their customers are by harnessing new insights and capabilities to create loyalty and gain a competitive edge.

Through the integration of Radarr, Genesys Cloud customers will gain direct access to new conversation streams from public social media posts across multiple platforms, including Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business and more. When combined with the Genesys Cloud platform’s voice and digital offerings, including its private social media messaging solutions, organizations will have unmatched capabilities to listen to their customers on these channels and turn these inquiries into loyalty-building conversations.

Using the response engine capabilities of Radarr with Genesys Cloud, the combined solutions will empower agents by giving them holistic customer journey context and tools that enable them to connect with customers on their preferred social channels, whether responding to inquiries on public feeds or direct messaging. Additionally, the differentiated AI-powered Multilingual Sentiment Models within Radarr will further strengthen the natural language processing (NLP) of the Genesys Cloud platform. This will expand organizations’ ability to detect regional slang and colloquialisms across more than 100 languages, including the top 10 spoken worldwide and more than 40 Asian languages and dialects. This allows organizations to better understand customer sentiment for enhanced ability to deliver personalized experiences at scale.

The acquisition is expected to close in the first quarter of fiscal year 2025. The Genesys fiscal year 2025 is February 1, 2024 – January 31, 2025.

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