People worldwide use public social media channels, such as Facebook (News - Alert), X and Instagram, to connect with businesses as an alternative to traditional service channels. Through these channels, people expect businesses to turn inquiries for service, support and information posted as comments on social feeds or sent as DMs into meaningful experiences – similar to experiences that happen over web chat and phone calls.
The issue with this is that most organizations rely on point solutions that are often disconnected from other customer engagement systems and departments. This makes it more difficult to identify issues, analyze insights and act on what matters most.
The result? Fractured customer experiences and missed opportunities to drive business results.
In a move to help organizations meet customers on the social channels of their choice, Genesys, a provider of AI-powered experience orchestration, acquired Radarr Technologies, an AI-based social and digital listening, analytics and consumer engagement company.
Genesys (News - Alert) boasts its ability to help organizations improve customer loyalty and business outcomes through personalized experiences powered by AI. Genesys Cloud, the company's flagship platform, promises empathetic and personalized interactions at scale, aiming to boost customer satisfaction and loyalty.
Genesys Cloud also emphasizes its ability to improve employee engagement, efficiency and operational effectiveness. The company claims its cloud-based platform helps businesses differentiate themselves through optimal customer experiences at the right moment, while driving positive internal metrics.
Learn more about Genesys and customer experience from Peter Graf, chief strategy and operations officer, Genesys, during a keynote presentation at ITEXPO 2024, as well as from Robert Beasley, global director, strategic solutions, Genesys, during a session at Future of CX Expo. Both are part of the #TECHSUPERSHOW, which is set for February 13-15 in Fort Lauderdale, Florida.
Genesys Cloud, when paired with Radarr's comprehensive public social media capabilities, will help businesses gain insights into customer sentiment and behavior across all digital touchpoints.
Radarr's suite of solutions allows businesses to track and analyze customer sentiment across social media platforms, forums and review sites. Businesses can pinpoint passionate customers and understand their motivations, while proactively addressing concerns raised by detractors to mitigate negative sentiment.
Radarr also lets businesses leverage AI-powered insights to deliver personalized experiences across every touchpoint and foster meaningful connections with customers through social media engagement tools.
By integrating Radarr's capabilities into Genesys Cloud, Genesys will provide customers with a unified platform that connects customer insights with all other CX functions. This includes routing social media inquiries to the right agent, providing agents with real-time customer sentiment analysis during interactions and informing personalized marketing campaigns based on social media listening data.
Additionally, the differentiated AI-powered Multilingual Sentiment Models within the Radarr’s solution further strengthens the natural language processing of the Genesys Cloud platform. This expands organizations’ ability 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. This allows organizations to better understand customer sentiment for enhanced ability to deliver personalized experiences at scale.
“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 (News - Alert), 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.”
The acquisition of Radarr further boosts Genesys' position in the AI-powered CX market by enabling businesses to deliver data-driven, personalized customer experiences across the entire customer journey.
To hear more from Peter Graf, Chief Strategy and Operations Officer, Genesys, as well as Robert Beasley, global director, strategic solutions, Genesys. Graf will discuss people-centric, end-to-end experience benchmarking as a keynote presentation at ITEXPO 2024. Beasley will discuss improving agent experience at Future of CX Expo. Both are part of the #TECHSUPERSHOW, taking place February 13-15, 2024 in Fort Lauderdale, Florida.
Edited by
Alex Passett
