Genesys aims to empower organizations to unify the customer experience (CX) like never before and drive loyalty. Through the integration of Radarr Technologies’s social listening capabilities, Genesys Cloud customers will gain direct access to new conversation streams from public social media posts across multiple platforms.

More and more people are using public social feeds or direct messaging, with expectations that brands would turn their inquiries for service, support and information into meaningful experiences.

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

Following the acquisition, which is expected to close in the first quarter of fiscal year 2025i, Genesys will use Radarr Technologies 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 Technologies 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. 

“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,” said Tony Bates, Genesys CEO and chairman. “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.”  

Genesys will help organizations meet customers on the social channels of their choice so they can engage with them as naturally as they would with family and friends through rich social media-based experiences that are easy, contextual and personalized.

Through the integration of Radarr Technologies, 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 leading 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.  

About Genesys  

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. Find out more at www.genesys.com

About Radarr Technologies 

Radarr Technologies is an award-winning social and digital data analytics company that helps businesses make decisions from relevant social media and digital conversations in real-time using data visualizations, dashboards and insights reporting. The best-in-class mid to large-sized businesses, including several Fortune 500 clients across Asia and the world, use Radarr’s digital intelligence platform to listen, respond, analyze, publish and act on insights. www.radarr.com 

(This article is adapted from a press release).