Engage every customer across every channel without ever losing context
From the first message on WhatsApp to a follow-up call days later, RADIUS keeps every interaction connected to the same conversation, the same customer record, and the same agent context.
The Problem
Multichannel isn't omnichannel. Most platforms blur the difference
Being available on every channel isn't the same as being connected across them. On most platforms, a customer who messages on WhatsApp, follows up by email, and calls when it's urgent ends up in three separate tickets on three separate tools. Agents lose context. Customers repeat themselves. The conversation restarts every time the channel changes. RADIUS treats every channel as part of one ongoing conversation, anchored to one customer record.
One engagement layer across every channel
RADIUS unifies the customer journey, the agent workspace, and AI-powered self-service on a single intelligent layer
Connected Customer Journeys
Customers move between Voice, WhatsApp, SMS, Email, Web Chat, Instagram, Facebook Messenger, Apple Messages for Business, and In-App without losing context. Every channel feeds into the same live conversation thread, so the next interaction always begins where the last one ended.
Unified Agent Workspace
One screen. Every channel. Full customer context. Agents handle voice calls, chats, emails, and social messages from a single workspace, with the live customer record, past interactions, and active workflows always in view. No tool switching. No lost threads.
AI-Powered Self-Service
Intelligent virtual agents handle routine queries across voice and digital channels, 24/7. When a conversation needs a human, RADIUS hands it off with the full intent, history, and context already in place, so customers never repeat themselves and agents never start blind.
Built for engagement that actually stays connected
Designed to give your customers continuity, your agents clarity, and your operations one source of truth.
One Customer, One Thread
Every interaction across every channel is stitched into a single conversation thread tied to one master customer record. No duplicates, no fragments, no parallel histories.
True Channel Parity
Voice, digital, and social channels are treated as equals in the platform. The same routing logic, the same SLA tracking, the same quality standards apply across every touchpoint.
Context Travels With the Customer
When a customer switches from chat to call, the agent already has the conversation, the intent, and the resolution path in front of them. Customers never repeat themselves.
Concurrent Multi-Channel Handling
Agents work multiple chats and one voice call simultaneously, without juggling tabs or losing track. RADIUS surfaces the right context for whichever interaction is active.
Cross-Channel Trend Visibility
Track how each channel performs against the next. Spot where conversations resolve fastest, where they stall, and where customer satisfaction shifts as the journey moves across touchpoints.
Future-Ready Channel Stack
Add new channels as customer behavior changes. RADIUS connects to emerging channels through Integrations and Cross Connect, so your engagement stack scales without re-platforming.
Frequently Asked Questions
What does Omnichannel Engagement actually mean in RADIUS?
It means every customer interaction, regardless of the channel it originates on, lives inside one continuous conversation tied to one customer record. Voice calls, WhatsApp messages, emails, chats, and social DMs aren’t treated as separate events. They are stitched into the same thread, visible to the same agent, governed by the same workflow.
How is omnichannel different from multichannel?
Multichannel means a business is available on multiple channels. Omnichannel means those channels are connected. In a multichannel setup, a customer who emails and then calls creates two separate tickets in two separate tools. In RADIUS, that’s one ongoing conversation with full context carried across.
Which channels does RADIUS support?
Voice, WhatsApp, SMS, Email, Web Chat, Instagram, Facebook Messenger, Apple Messages for Business, and In-App messaging are supported natively. Additional channels can be connected through Integrations and Cross Connect.
Can customers switch channels mid-conversation without losing context?
Yes. A customer can start on WhatsApp, escalate to a call, and follow up by email — RADIUS recognizes them across channels, links every touchpoint to the same identity, and surfaces the full conversation history to whichever agent picks up next.
How do agents manage multiple channels at once?
Agents work from a single unified workspace that surfaces every active interaction in one view, with the live customer record always in context. RADIUS handles routing, prioritization, and concurrency, so agents focus on the conversation, not the tooling.
How does self-service fit into Omnichannel Engagement?
Virtual agents powered by RADIUS handle routine interactions across voice and digital channels around the clock. When a query needs a human, the conversation transitions to a live agent with the full context, intent, and history already attached, so the customer experience stays continuous.
Does Omnichannel Engagement work with our existing CRM and tools?
Yes. RADIUS integrates with leading CRMs and enterprise systems through CRM Connector and Cross Connect, so the unified conversation history syncs with the systems your team already uses.
