RADIUS-Omnichannel Interaction System

Feature Details

Inbound Contact Center

  • Automated Interactive Response System
Enhance customer interaction through automated responses across various channels:
  • Voice IVR: Interactive Voice Response for automated call handling.
  • Voicebot: AI-powered voice assistance.
  • Chatbot: Automated chat responses.
  • Email Workflow: Automated email responses.
  • Video Response: Automated video messaging.
  • Agent Routing
  • Routing by Customer Selection: Allow customers to choose their preferred agent or department.
  • Routing by System Based on Time: Automatically route interactions based on the time of day.
  • Auto Interaction Distribution
Distribute customer interactions automatically based on specific criteria:
  • Attribute-Based Classification: Assign interactions based on customer attributes.
  • Based on Customer Input: Route interactions according to customer-provided information.
  • Routing Strategies
Implement various routing strategies to optimize agent utilization:
  • Skill-Based: Route interactions to agents with specific skills.
  • Round Robin: Distribute interactions evenly among agents.
  • Least Recent: Assign interactions to the agent who handled the fewest recent tasks.
  • Fewest Task: Route to the agent with the fewest tasks at hand.
  • Time-of-Day Routing: Adjust routing based on time-specific factors.
  • External Routing: Our system efficiently directs the incoming communications to outside entities or third-party service providers such as CRMs, ERPs instead of handling them internally.
  • Sticky Agent / Direct Agent Mapping

Ensure continuity in customer service with our Sticky Agent capability, which allows customers to reconnect with the same agent on follow-up calls. This personal touch builds rapport and improves resolution efficiency.

  • Omnichannel Customer Consistency Routing

Our skill-based routing strategically pairs you with agents specialized in your specific query, elevating customer experience through faster, more accurate solutions.

  • Callback Routing
Our skill-based routing strategically pairs you with agents specialized in your specific query, elevating customer experience through faster, more accurate solutions.
  • Web: Enable customers to request callbacks via the web.
  • IVR: Allow callback requests through IVR systems.
  • Voice Mails: Provide a voicemail option for customers when agents are unavailable, ensuring no interaction is missed.
  • Callbacks
  • Web: Allow customers to schedule callbacks online.
  • IVR: Enable callback requests through the IVR system.
  • No Answer Call Forwarding

Automatically forward calls to another agent or department if the initial agent does not answer.

  • Multilevel Queue Support (Forward/Routing)

Support multiple levels of call queues to ensure efficient call handling and routing.

  • Group Dialing

Enable simultaneous dialing to a group of agents to increase the chances of a call being answered quickly.

  • Queue Announcement

Inform callers of their position in the queue and estimated wait times, improving the customer experience.

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