Digital natives using public social media channels to connect with businesses
Genesys®, a global cloud leader in AI-powered experience orchestration headquartered in San Francisco, has entered into an agreement to acquire Radarr Technologies, a leading AI-based social and digital listening, analytics and consumer engagement company with offices in Singapore and Bengaluru.
By combining the comprehensive public social media capabilities within the Radarr Technologies solution 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.
Co-founders Ram Bhamidi and Prerna Pant as well as Radarr team will join Genesys upon completion of the acquisition.
“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,” he said on 22 Jan 2024.
People around the world, especially digital natives, are using public social media channels to connect with businesses as an alternative to traditional service channels. Using public social feeds or direct messaging, they expect brands to turn these inquiries for service, support and information into meaningful experiences, he said.
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 do 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 2025, 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.
Radarr was set up in Singapore in 2013. fiinews.com
