Genesys has agreed to acquire Radarr Technologies, the "social and consumer intelligence platform" provider.
The platform applies AI and analytics to social and digital conversations, utilizing data visualization, dashboards, and insights reporting.
Its tagline? "Never miss a signal with Radarr."
As this suggests, Radarr will also support contact centers in fueling Genesys’ AI with more data.
Nevertheless, the primary objective of the acquisition is seemingly to extend the Genesys Cloud experience orchestration offering to social media.
In doing so, Genesys claims it will have “the most comprehensive coverage of consumer touchpoints in the industry.”
Tony Bates, CEO and Chairman of Genesys, doubled down on this point. He stated: “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.
Businesses often lack such a connection between social touchpoints, relying on point solutions that silo service, sales, and marketing’s social media strategies.
Radarr helps to remove these siloes by providing a unified social inbox that unites the customer-facing teams.
Many will recognize this potential. Yet, some will ask: is Genesys – as a CCaaS, not a CRM vendor – the best-placed tech provider to address these social silos?
Sheila McGee-Smith, President of McGee-Smith Analytics, seems to think so. She said: “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.
Genesys expects to close the acquisition in the first quarter of fiscal year 2025.