Feature Details
Supercharge Your Customer Engagement
Quality & Compliance Management
- Availability of Recording & Storage
Record and get access to voice interactions, ensuring thorough documentation for compliance, training, and quality assurance. Key features include:
- Easy Search and Retrieval: Quickly locate and retrieve specific recordings with intuitive search functionality.
- Playback and Download: Play back recordings for detailed review and easily download them in various file formats like MP3, WAV for archiving or sharing as needed
- Agent Interaction Evaluation
Evaluate agent interactions with a comprehensive feedback system that offers valuable insights for performance improvement and training:
- Ratings: Assign numeric, thumbs up/down, and star ratings to measure agent performance.
- Reviews: Provide detailed written feedback on specific interactions.
- Comments: Add specific comments to highlight areas of strength or improvement.
- Voice, Chat and Email Transcript
RADIUS automatically transcribes voice, chat and email interactions between the customer and agent, providing context of conversations for easier review, analysis, and record-keeping.
- CSAT Survey
Conduct post-interaction Customer Satisfaction (CSAT) surveys to gather feedback on customer experiences, measure satisfaction levels, and identify areas for improvement, enhancing overall service quality and customer satisfaction.
- Speech to Text
Derive meaning and value from their voice data with speech to text functionality, aiding in documentation, accessibility, and analysis of voice interactions for better service delivery.
- Sentiment Analysis
Analyze customer interactions to detect emotions and sentiments in real time, enabling agents to respond appropriately and improve the overall customer experience by addressing issues effectively.