Release Notes
Stay up to date with the latest improvements, features, and fixes across the RADIUS platform.
- Oct 9, 2025
What's new
Unified Internal Messaging
Unified Internal Messaging (IM) enables real-time, secure communication within the contact center platform. Supporting agent-to-agent, agent-to-admin, and admin-to-admin chats, it centralizes collaboration and reduces reliance on external apps, accelerating response times and improving customer outcomes.
Why it matters
- Offers flexible role-based messaging combinations.
- Centralizes communication for operational efficiency.
- Speeds up customer issue resolution through faster internal coordination.
Microsoft Entra ID SSO Integration
Microsoft Entra ID (formerly Azure AD) powers enterprise-grade single sign-on (SSO) across all RADIUS applications. This centralized authentication streamlines access management, enhances security compliance, and reduces password fatigue and IT support overhead.
Why it matters
- Simplifies user login across applications with one credential.
- Enforces conditional access and security policies via Entra ID.
- Supports industry-standard identity protocols for compliance.
Vector: Built-In Ticketing & Case Management System
Vector offers a native, fully integrated ticketing system that automates case creation from calls, chats, emails, and social media interactions. Agents gain full visibility of customer tickets and histories, enabling faster, context-rich resolutions compared to third-party CRMs.
Why it matters
- Provides 360° customer context with active ticket details.
- Seamlessly integrates cross-channel interactions into workflows.
- Enables scheduling and tracking of tickets with reminders.
- Centralizes ticket management with filtering by contact, campaign, or type.
Service Level Agreement (SLA) Management
Define and monitor operational thresholds for campaigns, processes, and agents dynamically. Get real-time alerts on SLA breaches with multi-channel notifications, enabling proactive performance management and compliance reporting over time.
Why it matters
- Identifies SLA issues instantly to mitigate impact.
- Provides actionable insights on key metrics (Abandon rate, AHT, FCR).
- Ensures timely, standard-adherent customer handling.
- Stores historic SLA data for audit and strategic reviews.
Microsoft Teams Integration: Embedded Video and Chat
The Teams channel embeds Microsoft Teams video and chat directly into RADIUS, enriching agent capabilities to conduct video consultations and instant messaging without platform switching. Sessions are fully context-aware and linked to customer interaction history.
Why it matters
- Aligns with industry-leading collaboration tools.
- Enables escalation to video calls from within RADIUS.
- Provides richer, more personal customer engagement.
- Combines video and chat in one omnichannel interface.
Bug Fixes
- Resolved Predictive Dialer call initiation failure.
- Fixed Contact Book search functionality.
- Corrected privacy masking inconsistency in Session History filters.
- Adjusted success status display on email blaster interactions.
User Notes
No action needed. The update will roll out automatically.
