Unlocking the Power of AI and Journey Orchestration in Contact Centers

Table of Contents

1. Introduction
2. Genesis' Acquisition of Radar Technologies
3. Benefits of the Radar Acquisition
   1. Public Social as a Channel
   2. Attitudinal Data for Journey Orchestration
   3. AI Portfolio for Sentiment Analysis
4. Impact on Genesis' Roadmap of Innovation
5. Expectations for Genesis Customers
6. Genesis' Plans for Innovation
7. Potential Acquisition Activity
8. Genesis' Position in the CX Industry
9. Conclusion

Genesis' Acquisition of Radar Technologies

In the world of customer experience, Genesis made waves with its recent acquisition of Radar Technologies. In this article, we will explore the implications of this acquisition and what it means for both Genesis and its customers. Join us as we delve into the benefits, the impact on Genesis' future roadmap, and what customers can expect from this integration.

Benefits of the Radar Acquisition

Public Social as a Channel

One of the key reasons behind Genesis' acquisition of Radar is the integration of public social as a channel into the contact center. As part of the omni-channel experience, public social media platforms have become increasingly popular for customer-brand interactions. Radar's extensive language support and compatibility with over 50 social platforms allows customers to engage with brands seamlessly. By combining these capabilities with Genesis Cloud's experience orchestration platform, customers can now communicate with their favorite brands effortlessly.

Attitudinal Data for Journey Orchestration

Social media platforms provide a wealth of attitudinal data that can enhance the customer 360 view. This data plays a crucial role in driving empathy and informing agents in both co-pilot and automation scenarios. Genesis recognizes the importance of harnessing this attitudinal data and plans to leverage it to further enhance its AI capabilities. With Radar's expertise in sentiment analysis, Genesis will be able to offer a comprehensive portfolio of sentiment analysis tools, combining voice, digital, and social media data.

AI Portfolio for Sentiment Analysis

Radar's AI portfolio, particularly its sentiment analysis models, will complement Genesis' existing AI capabilities. By analyzing sentiments expressed on social media platforms, Genesis can gain a deeper understanding of customers' emotions. This comprehensive sentiment analysis, in conjunction with Genesis' AI-driven data platform, will enable brands to make data-informed decisions and deliver personalized experiences that resonate with their customers.

Impact on Genesis' Roadmap of Innovation

The acquisition of Radar Technologies is set to have a positive impact on Genesis' future roadmap of innovation. By integrating Radar's capabilities into Genesis Cloud, the company will be able to further expand its reach in emerging markets and demographics. The abundance of information derived from social channels opens up new possibilities for AI-powered experience orchestration. The combination of images, videos, and other uncontrolled sources of customer insights will provide a more comprehensive understanding of customers, surpassing the limitations of traditional surveys.

Expectations for Genesis Customers

Genesis is committed to ensuring a smooth transition for both existing Genesis customers and those onboarded from Radar. Customers can expect to retain access to the capabilities they rely on while benefiting from Genesis' enhanced portfolio. With a shared roadmap focused on AI and data-driven experiences, Genesis aims to deliver a seamless and enriched customer experience. The addition of reach, security, compliance postures, and global presence from Genesis Cloud will bring added value to both existing and new customers.

Genesis' Plans for Innovation

As Genesis looks to the future, innovation remains a key focus. While specifics about future acquisition activity cannot be shared, Genesis maintains an active framework for technology partnerships. Through their app Foundry Community, customers have the opportunity to build and incorporate value-added services into Genesis Cloud. This collaborative approach ensures that Genesis stays ahead of emerging trends and delivers cutting-edge solutions to its customers. With a strong emphasis on AI-powered experience orchestration, Genesis continues to explore and invest in technologies that Align with its vision.

Potential Acquisition Activity

While Genesis cannot speculate on potential future acquisitions, they remain open to opportunities that align with their vision. With a focus on AI and journey orchestration, Genesis recognizes the integral role these technologies play in transforming the contact center landscape. By leveraging external expertise and aligning with like-minded companies, Genesis aims to accelerate its vision for delivering exceptional customer experiences.

Genesis' Position in the CX Industry

Genesis has long been regarded as a leader in the customer experience industry, consistently recognized in the Gartner Magic Quadrant. Their commitment to innovation, combined with strategic acquisitions like Radar Technologies, solidifies their position as a key player in the market. Genesis' thorough understanding of the evolving CX landscape and customer expectations positions them well to continue shaping the future of customer experience.

Conclusion

The acquisition of Radar Technologies marks an exciting development for Genesis and its customers. With the added capabilities and expansion of channels, Genesis is poised to deliver enhanced omni-channel experiences. The incorporation of attitudinal data and sentiment analysis further empowers brands to understand their customers on a deeper level. As Genesis continues to invest in innovation and explore partnerships, customers can expect continued evolution and groundbreaking solutions. Genesis remains at the forefront of the customer experience industry, consistently pushing boundaries and redefining what it means to deliver exceptional customer experiences.

Highlights

• Genesis acquires Radar Technologies, bringing public social as a channel into the contact center.
• Attitudinal data from social media enhances customer 360 view and empowers AI-driven decision making.
• Radar's sentiment analysis models complement Genesis' existing AI capabilities.
• Integration with Genesis Cloud expands reach and adds value for customers.
• Genesis remains committed to innovation and exploring partnerships.
• Genesis solidifies its position as a leader in the CX industry.

FAQ

Q: How will the acquisition of Radar Technologies benefit Genesis? A: The acquisition brings public social as a channel, attitudinal data for journey orchestration, and an AI portfolio for sentiment analysis to Genesis, enhancing its offerings and capabilities.

Q: Will the integration of Radar Technologies change Genesis' future roadmap? A: Yes, the acquisition will have an impact on Genesis' roadmap of innovation, particularly in the areas of AI-powered experience orchestration and leveraging attitudinal data from social media.

Q: What can Genesis customers expect from the acquisition? A: Genesis is committed to providing a seamless transition for customers, retaining their existing capabilities while bringing added value through the integration of Radar Technologies.

Q: What are Genesis' plans for future innovation? A: Genesis remains focused on AI-powered experience orchestration and actively seeks partnerships and opportunities to accelerate its vision.

Q: How does Genesis differentiate itself in the CX industry? A: Genesis has established itself as a leader in the CX industry, consistently recognized in the Gartner Magic Quadrant, and continues to drive innovation and redefine customer experiences.