In a world where every customer touchpoint counts, exceptional businesses know: stitched-together tools and legacy voice systems won’t cut it.
What you need is a unified, deeply integrated engagement platform—one that empowers agents, elevates compliance, strengthens security, and connects every conversation across the channels and devices your customers already use.
RADIUS the all-in-one CX engine built for high-growth, high-compliance, high-expectation enterprises. Here’s how top 50+ enterprise-grade features fuel one unified goal: your brand’s CX excellence.
Omnichannel Engagement Without Silos
- Every Channel, Unified Desktop: Delight customers with voice, chat, email, video, SMS, and all major social messengers– on a single interface.
- Seamless Channel Switching: Move fluidly from chat to call or social to email, never losing customer context.
- Self-Service, Supercharged: Automation-first IVRs, advanced voicebots and chatbots, and instant web callbacks meet your customers where they are.
- Smart Channel Deflection: Guide customers to the most effective channel—faster resolutions, higher satisfaction.
- Social Listening: Deep integrations across Facebook, WhatsApp, Instagram, X (Twitter), Telegram, Viber, and WeChat.
- End-to-end Customer Journey: Engage customers across touchpoints and preserve context at every step.
Agent Empowerment at Every Interaction
- 360° Customer View: Instantly access 360 degree customer view in a single desktop with a complete journey map for each customer.
- Real-Time Sentiment: Detect emotions in chat, social, and email as interactions happen.
- Peer Collaboration: Buddy lists and peer presence built right in– empowering real teamwork.
- Integrated CRM: Work natively with your CRM, in a console tailored to each team’s workflow and style.
- Agent Assist: Live coaching, spell-check, and contextual prompts, real time translation keep every agent at their best.
- Auto Disposition & Notes: Save time with auto-tagging, quick notes, and wrap-up suggestions.
The Power of AI & Automation
- BYO-AI: integrate with Force AI, Amazon Lex, IBM Watson, or any third-party bot.
- Live Transcription & Summarization: Capture conversations as they happen and distill action points instantly.
- Sentiment Detection & Suggestions: AI detects the sentiment both on customer and agent side and shows it both to supervisor and agent. analyzes chat, social, and email, then prompts next-best-actions for agents.
- Smart Knowledge Base: Agents get real-time, context-aware answer recommendations on every channel, every time
- Real-Time Translation (RTT): Language is no longer a barrier. With native real-time translation, agents can engage customers in their preferred language while maintaining a natural conversation flow.
Unrivaled Quality & Compliance Management
- 100% Recording & Transcription: All calls, chats, video, social, and emails—captured and stored.
- Automated Quality Management: AI scores each interaction for compliance, empathy, and process adherence.
- Language & Speaker Detection: Multi-language support and speaker separation for clear records.
- Dynamic QA Dashboards: Keyword spotting, summaries, reviewer tools, next best action recommendation, key takeaway, etc
Analytics & Reporting: Built for Outcomes
- End-to-End Visibility: Get reports and insights of every interaction across channels, from first touch to resolution
- Real-Time Dashboards: Monitor SLAs, CSAT, NPS, and agent performance with live insights.
- Predictive Workforce Planning: Use historical and forecasted trends to optimize customer experience.
- Custom Report Builder: Build and export reports in multiple formats (CSV, PDF, XLSX, and more).
- BI Tool Integration: Connect with any BI tool for advanced visualization and analysis.
- Report Scheduling: Schedule and receive reports directly via email or FTP.
Supervisor & Collaboration Excellence
- Supervisor Console: Centralized live dashboard to see operational views like agent status, ongoing interactions, alerts, and team KPIs etc.
- Live Interaction Monitoring: Watch, whisper, barge-in, or coach agents across voice, chat, and more.
- Effortless Workflow Design: Drag-and-drop scripting, team formation, process assignments, and built-in inboxes for smarter collaboration
- Real-Time Feedback & Coaching: Supervisors can provide instant feedback during or after customer interactions, reinforcing best practices and correcting issues on the fly.
- Role-Based Collaboration: Define supervisor, team lead, or coach roles with granular permissions for custom oversight and collaboration.
- Supervisor Mobility: Mobile-friendly supervisor controls enable monitoring and team management from anywhere—especially valuable for hybrid or remote
setups.
Outbound Campaigns, Reimagined
- Multiple Dial Modes: Power predictive, preview, manual, and blaster/auto dialing for any campaign.
- Dynamic Routing: Load balancing, smart caller ID, answering machine detection, and list prioritization.
- Smart Imports & Scheduling: API-driven mass uploads and time-zone optimization for compliance and reach.
Security & Compliance: Enterprise Standard
- SSO & Identity Control: Enterprise-grade SSO, role-based access, and granular permissions.
- End-to-End Encryption: TLS/SSL/IPsec in transit, AES/RSA at rest, plus robust backup and data residency.
- Full Auditability: Every activity logged—essential for BFSI, healthcare, and globally regulated businesses.
Integrations & APIs to Power Your Ecosystem
- Out-of-the-Box Connectors: Salesforce, SAP, Dynamics, Zoho, Unifyd, Simple CRM, and more.
- CTI & CRM Unification: Auto ticket creation, CRM sync, click-to-dial, and omni-channel engagement baked in.
- Custom APIs: Extend RADIUS into your existing data, speech, and knowledge platforms.
Voice & Remote Agent
- Mobile Number as Voice Endpoint: Dual-leg bridging ensures crystal-clear enterprise voice, even in low-bandwidth scenarios.
- Web & Mobile Console Control: Mute, hold, transfer, and wrap-up calls without ever leaving the agent interface.
- BYOD Secured: Remote agent whitelisting delivers secure, flexible work-anywhere policies.
- Smart Recording & Routing: Calls recorded, voicemails captured, and skills-based/time-based/sticky routing handled automatically.
Why Leading Enterprises Trust RADIUS
RADIUS isn’t just a feature-rich contact center, it’s one-stop platform for CX excellence.
Each of these features are seamlessly connected, meticulously designed, and continually improved, all driving toward one unified goal: exceptional CX.
Ready to experience enterprise-grade CX?
Book a demo at www.radius-ois.ai and build the future of engagement.