From a CCaaS acquisition to more tech layoffs here are some extracts from our most popular news stories over the last seven days.
Genesys to Roll Up Radarr Technologies and "Unify CX Like Never Before"
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. (Read on…).
Salesforce Reportedly Set to Lay Off 700 Employees
Salesforce is reportedly set to lay off 700 employees, around one percent of its global staff.
The Wall Street Journal reported the news late this week as the latest in the dispiriting pattern of tech layoffs in 2024. It also follows Salesforce laying off over 10 percent of its staff last year.
The Journal cited an anonymous source who said the layoffs are supposed to support the company’s ambition to focus its spending.
The Wall Street Journal highlighted that Salesforce was still advertising for roughly 1,000 new jobs, indicating the layoffs could be facilitated by a regular headcount adjustment rather than a reactive response to ongoing economic uncertainty.
Salesforce isn’t the only tech giant carrying out layoffs in 2024. Google has already let 1,000 employees go, while The Verge has reported that Google’s CEO Sundar Pichai has told staff to expect further layoffs as 2024 progresses.
Meanwhile, Microsoft let go 1,900 workers from its gaming branches this week and Amazon began the month announcing it would cut 18,000 jobs from across its businesses. (Read on…).
Meet Buddy. Pega’s New Generative AI Assistant
Pegasystems has announced a generative AI-powered assistant: the Pega GenAI Knowledge Buddy.
"Buddy" takes content – scattered across enterprise knowledge bases – and synthesizes it to answer employee and customer queries.
In this sense, it’s similar to many copilot solutions offered by several other big-name CX brands.
Yet, Pega notes that many of these offerings are consumer-grade and "too brittle" to cope with the flux of an enterprise content library.