Are You Ok Baby Achieves Seamless Emotional Support Connectivity with RADIUS
Are You Ok Baby (AYOB), an initiative by Vibha Listens India Pvt. Ltd., is designed to give individuals a safe and confidential space to express thoughts that often remain unspoken. AYOB’s model, powered by trained and empathetic listeners, helps people navigate moments of stress, anxiety, hesitation, and personal uncertainty. To deliver this service effectively, AYOB needed a reliable, structured communication system that would allow its listeners many of whom operate like therapists to connect with users smoothly and securely.
- Customer : Are You Ok Baby (AYOB)
- Industry : Wellness Tech
- Website : www.areyouokbaby.in
- Contact Center : 15
- Location : India
Challenges
- Difficulty achieving seamless listener–user connections
- Limited visibility into missed, abandoned, calls on queue
- No centralized system for managing inbound and outbound interactions
- Manual effort needed to track user credits and engagement history
- Inconsistent quality monitoring and analytics
Key Features
- Inbound & Outbound Calling
- Language-Based IVR
- Credit-Based Calling View
- Abandoned Call and Queue Widget
- Reports & Insights
- Secure Azure SSO Login
- Call Recording + QA Evaluation
The Opportunity
AYOB’s listeners and therapists needed a smooth, reliable, and secure way to connect with users seeking emotional support. The challenges they faced included :
Operational Challenges
- Listeners/therapists lacked a unified platform for managing inbound and outbound
emotional support calls. - The platform needed a credit-based calling model to ensure authenticated user access and fair usage.
- Difficulty tracking call history, queue status, abandoned calls, and callback requests.
Experience Challenges
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- Ensuring that every caller reached the right therapist in their preferred language.
- Providing a private, safe environment for deeply personal conversations.
- Allowing supervisors to maintain call quality while preserving confidentiality.
Ready to Get Started?
The Strategy
The RADIUS solution was implemented with a robust, pure cloud-based contact center solution, commencing with essential telephony capabilities offering both inbound and outbound calling. The implementation provided 15 seats for their trained listeners/agents.
A key security and efficiency feature was the integration of Single Sign-On (SSO), linking the platform directly to Azure cloud, which simplified agent login. Callers are greeted by a crucial language-based IVR offering choices in English, Telugu, Tamil, and a mixed option to ensure they are quickly connected to a listener who speaks their preferred language.
To enhance the customer experience, features like Scheduled Call Back and an Abandoned Call Widget were included to ensure no plea for help goes unanswered. For agents, the platform provided a default CRM view that is vital to AYOB’s business model: it immediately shows the customer’s credit usage and remaining balance right on the dashboard, allowing listeners to focus on the conversation rather than transaction details.
All calls benefit from custom music on hold and the call whisper feature for supervisory coaching. An advanced reporting platform provides in-depth operational and performance insights. For compliance and service improvement, quality assurance and recording were paramount: all recordings are stored securely within the Azure cloud, while AYOB gains full access to the RADIUS QA Engine for sentiment scoring, detailed call quality checks, and listener performance insights. Finally, the solution is equipped with out-of-the-box contact center features, including real-time dashboards, supervisor monitoring, and call disposition, and provides AYOB with full operational transparency.
The Outcome
RADIUS enabled Are You Ok Baby to achieve smoother and more secure connections between users and listeners, allowing conversations to start quickly and without disruptions. The introduction of a multi-language IVR also strengthened user confidence, as individuals could communicate in the language they were most comfortable with. Operationally, AYOB gained complete visibility into call volumes, answered versus calls on queue, listener-level usage, and engagement trends insights that helped them deploy their team more efficiently. With a fully cloud-based system, Are You Ok Baby reduced infrastructure overheads while maintaining the flexibility to scale in the future.
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