Company further extends its AI-powered experience orchestration capabilities beyond traditional service channels to meet customers where they want to be

Genesys, a global cloud leader in AI-powered experience orchestration, today announced the completion of its acquisition of Radarr Technologies, a leading AI-based social and digital listening, analytics, and consumer engagement company. As a result of the acquisition, Genesys will accelerate the unification and personalization of the customer experience by combining the Radarr capabilities with the Genesys Cloud™ platform. Through the connection of insights across traditional service channels and public social media feeds, Genesys will enhance the power of experience orchestration, helping businesses deliver rich contextual customer engagement that drives loyalty and differentiation.

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“Our focus has been on making it possible for organizations to deliver personalized experiences at scale by connecting every touchpoint across the customer journey,” said Tony Bates, CEO and chairman of Genesys. “Adding the depth of the Radarr AI portfolio, including its models for attitudinal, sentiment and interaction analysis of social media and rich data insights, will significantly progress our objective to help organizations unify the customer experience beyond what’s possible today.”

Public social media has become the primary way many consumers around the world engage with businesses today. The AI-powered Multilingual Sentiment Models within the Radarr solution will give organizations a direct line of sight into these conversations and across more than 100 languages. By combining this solution with the Genesys Cloud platform, organizations around the world can have unmatched reach to engage with their customers on their terms.

In advance of native integration for Genesys Cloud, organizations can begin accessing capabilities from Radarr through an integration offered in the Genesys AppFoundry® Marketplace expected during the first quarter of 2024 with limited regional availability.

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