Genesys, a global cloud leader specializing in AI-powered experience orchestration, has successfully finalized its acquisition of Radarr Technologies, a prominent AI-based company specializing in social and digital listening, analytics, and consumer engagement. The acquisition aims to expedite the unification and personalization of customer experiences by integrating Radarr’s capabilities with the Genesys Cloud platform. This integration will enhance the power of experience orchestration, enabling businesses to deliver contextually rich customer engagement that fosters loyalty and differentiation by connecting insights across traditional service channels and public social media feeds.

Tony Bates, CEO and Chairman of Genesys, emphasized the focus on enabling organizations to provide personalized experiences at scale by connecting every touchpoint across the customer journey. The addition of Radarr’s AI portfolio, featuring models for attitudinal, sentiment, and interaction analysis of social media, is expected to significantly advance Genesys’ objective of unifying customer experiences.

Given that public social media has become a primary channel for consumer-business engagement worldwide, the acquisition incorporates Radarr’s AI-powered Multilingual Sentiment Models. These models offer organizations a direct view into conversations happening across various social media platforms and more than 100 languages. The combination of these capabilities with the Genesys Cloud platform is anticipated to provide organizations with unparalleled reach to engage with their customers on their terms.

While native integration for Genesys Cloud is in progress, organizations can begin accessing Radarr’s capabilities through an integration offered in the Genesys AppFoundry Marketplace. The integration is expected to be available in the first quarter of 2024 with limited regional availability.