Dive Brief:

• Genesys, a cloud-based CX solutions and call center provider, entered an agreement to acquire Radarr Technologies, the company announced Monday. Radarr is an AI-powered data analytics company that tracks consumer sentiment across social media and digital platforms.
• The acquisition is expected to close in its Fiscal 25 Q1, which concludes at the end of April, Genesys said.
• “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,” Tony Bates, Genesys CEO and chairman, said in a prepared statement. Radarr’s capabilities will help Genesys Cloud users connect with customers at every touch point, he said. 

Dive Insight:

As consumers buck predefined paths to engage with companies and turn to social media platforms instead, CX leaders are trying to keep up with changing preferences for communication.

The acquisition of Radarr Technologies is Genesys' effort to solve that. 

By adding Radarr Technologies social media capabilities to the Genesys Cloud platform, organizations will be able to meet customers on the social media platform of their choice. The combined technology will also help organizations analyze public comments and interact with customers in contextual and personalized conversations at scale. 

The goal, the company said, is to proactively engage with customers to drive loyalty.

Genesys will incorporate Singapore-based Radarr’s AI-powered multilingual sentiment models into Genesys Cloud’s natural language processing. Genesys says companies will be able 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.”