Quality Management & Compliance

Elevate every interaction. Evaluate every agent. Ensure total compliance — automatically.

Interaction Recording & Transcription

100% Always-On Interaction Recording

Capture every voice, chat, video, and email interaction with zero gaps & fully indexed, searchable, and available for playback, download with compliance archival.

Automated Voice, Chat & Email Transcription

Automatically transcribe all interaction types post-call and in real time generating searchable text records for evaluation, compliance, and analytics.

PII / Sensitive Data Redaction

Automatically detect and redact personally identifiable information (PCI card numbers, SSNs) from recordings and transcripts to protect customer data and maintain compliance.

On-Demand Recording (Manual)

Allow agents or supervisors to selectively start and stop recording for specific interactions supporting use cases where always-on isn't appropriate.

Transcription Search & Filter

Search the full transcript library by keyword, phrase, agent, date range, or sentiment score by enabling rapid retrieval for compliance review or coaching.

Screen Recording

Capture agent screen activity alongside voice recordings for a complete picture of how interactions are handled including system navigations.

AI-Powered Quality Evaluation

Interaction Auto-Scoring

Automatically evaluate 100% of interactions against configurable quality rubrics ensuring complete, consistent, and unbiased coverage at scale.

Manual Interaction Evaluation

Conduct human evaluations of sampled or flagged interactions using rating scales (numeric, star, thumbs) with timestamped comments and written feedback.

Language based Interaction Transcripts

Generate and display interaction transcripts in the evaluator's preferred language using automated language translation. Quality reviewers and supervisors can evaluate conversations across any language without needing language proficiency in the original tongue ensuring consistent quality standards across multilingual contact center operations.

Next best action recommendation

Surface targeted improvement actions for quality evaluators and supervisors based on AI analysis of completed interaction transcripts, evaluation scores, and agent performance patterns. Whether it is a coaching session, a script correction, or a process flag, RADIUS identifies the most impactful next step so quality teams spend their time where it matters most.

Customizable Evaluation Forms

Build tailored forms with weighted criteria, yes/no fields, open text, branching logic to your quality standards and compliance requirements.

AI Evaluation Form Auto-Fill

Use AI to pre-populate evaluation form answers based on interaction transcript and recording analysis — supervisors review, adjust, and confirm rather than score from scratch.

Conversation Summarization

Surface a concise structured summary of every completed interaction automatically. Evaluators and supervisors can review the full picture of any conversation in seconds without listening to the entire recording, making quality review faster, more consistent, and scalable across high interaction volumes.

Keywords Spotting

Surface important keywords, compliance phrases, and critical terms across completed interaction transcripts automatically; flagging conversations where prohibited language was used or key product terms were mentioned. Evaluators can prioritize their review queue based on spotted keywords without manually reading through transcripts one by one.

Speech & Conversation Analytics

Topic Detection & Trend Analysis

Automatically identify and cluster the most common customer topics, complaints, and intents across thousands of interactions – revealing patterns invisible to manual review.

Compliance Phrase Detection

Automatically flag interactions where required compliance phrases were not spoken or forbidden language was used, enabling risk-based review prioritization.

Speech-to-Text Engine Integration

Connect to best-in-class STT providers for high-accuracy transcription across accents, languages, and interaction types.

Sentiment Analysis (Post-Interaction)

Score customer and agent sentiment at interaction and segment level, track satisfaction trends over time and correlate with CSAT and NPS outcomes.

Agent Empathy & Behavior Scoring

Measure specific agent behaviors, empathy, acknowledgment, active listening, interruptions using AI analysis of tone, pace, and language patterns.

Speech & Text Analytics Platform Integration

Integrate with enterprise-grade analytics platforms for deep conversation intelligence layered on top of native capabilities.

CSAT Survey

Post-Interaction CSAT Surveys

Trigger automated satisfaction surveys immediately after call, chat, or email collecting structured feedback while the experience is still fresh.

Real-Time CSAT Alerts

Instantly alert supervisors when a post-interaction survey response falls below defined thresholds enabling rapid follow-up on dissatisfied customers.

Omnichannel VoC Surveys

Deploy CSAT, NPS, and custom surveys across voice, SMS, email, and chat channels with results consolidated into a unified reporting view.

Customer Sentiment & Rating Analytics

Analyze post-interaction survey responses, customer sentiment scores, and satisfaction ratings in aggregate to identify experience trends, recurring pain points, and service gaps across channels, agents, and queues giving CX leaders the insight needed to act on customer feedback at scale.

Cube E-Book

Cube E-Book