The News: Genesys has announced its intent to acquire an AI-driven social and digital listening, analytics, and customer engagement company, Radarr. Based in Singapore, Radarr’s capabilities will enhance the Genesys Cloud platform by bringing in the all-important social channel for a wider few of the customer journey. More information on the acquisition can be found on the Genesys website.
Genesys to Acquire Radarr Technologies
Analyst Take: 2024 is starting off with a collection of interesting merger and acquisition announcements. This latest one from Genesys points to the company deepening its capabilities in connecting the dots of a customer’s journey and supporting its international strategy.
Social Needs to Be a Part of the Picture
Social media needs to be a part any customer experience strategy. Customers are conducting research, making purchases, providing feedback, and contacting service all on this channel. It’s a growing piece of the CX puzzle and also give operations, marketing and contact center employees a view into what can sometimes be a missing link of an experience.
Radarr will help flesh out that picture. Founded in 2013, the company focuses on social listening, social media response, social media publishing, owned page analytics, research and digital monitoring using AI and machine learning technologies
The Radarr-Genesys Combination
The proposed acquisition is expected to close in the first quarter of fiscal year 2025, keeping in mind the Genesys fiscal year 2025 is February 1, 2024-January 31, 2025. Once complete, Genesys will be ingesting the social media insights generated by Radarr and using them within Genesys AI. And this is where the “connecting the dots” piece comes into play as the company will be able to bring together attitudinal, sentiment and interaction data to help drive better personalization. For customers of Genesys Cloud, customer “listening” on social media channels will be greatly enhanced as they will be able to directly access new conversations on a variety of public media social streams including Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business, and others. This new data stream can be combined with the voice and digital offerings Genesys Cloud already has such as its private social media messaging solution.
Another facet of this combination is the addition of Radarr’s response engine capabilities, which in combination with Genesys capabilities, give agents a more comprehensive understanding of all the customer journey touchpoints once the customer lands with an agent. Having that background will result in a less frustrating experience for the agent and better experience for the customer (most of whom assume that agents have that connected view). Radarr also brings Multilingual Sentiment Models to the table that will boost the NLP the Genesys Cloud platform already has. It can be a pain point for a customer to not be understood and this added capability can help identify regional slang and sayings across more than 100 languages, including the top 10 most spoken around the world and more than 40 Asian languages and dialects.
This acquisition fits in with recent announcements Genesys has made in terms of broadening its geographic footprint. In Q4 2023 the company made several announcements supporting this strategy including the launch of a second Genesys Cloud Region in Osaka, Japan; the first Middle East Genesys Cloud Region in the United Arab Emirates; the addition of a research and development center in Budapest, Hungary; and a new Genesys Cloud Region in Zurich, Switzerland. And more recently, the company teased an announcement about Saudi Arabia on social media.
Aside from supporting its growing international strategy, this combination promises to benefit the customer by providing that broader view of a customer journey that can result in a more personalized, smooth experience as well as ensuring the agent has more data points to drive a successful interaction.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other Insights from The Futurum Group:
2023 Customer Experience Trends and a Look Ahead
Genesys Cloud Workforce Engagement Management Showing Strong Growth
FedRAMP Authorization Achieved for Genesys Cloud CX
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
