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Radiant Communication: Reimagining Contact Centers
Marshall Ganz, a legendary organizer, opened doors to inspire and lead change when he said, “Challenging the status quo takes commitment, courage, imagination, and, above all, dedication to learning.”
Along a similar line of thought, Key Chang, Chief Executive Officer at Radiant Communication, believes in making waves, rocking the boat, and challenging the orthodoxies—all in the name of creating competitive advantages and improving business processes for his clients by transforming communication technologies. This organizational design to “challenge the status quo” is a hallmark of Radiant Communication, a Malaysian-company specializing in omnichannel contact center solution, software development, and system integration.
In an era where customer service is at a tipping point, RADIANT brings in the best in the computing and telephony domain, along with professional assistance. In doing so, the company is laser-focused on enabling an integrated business environment for customer engagement and employee collaboration. While it is safe to say that contact centers are more about ‘making engagements’ than ‘making calls,’ the folks at RADIANT are empowering organizations, hamstrung by legacy and complex contact center operations, and are taking their business to the next level.
Transform Technology into Values
In a world that predates RADIANT, organizations were often faced with the challenge of information accessibility at the service desk. As a result, achieving a 360° view of the operations to serve customers with quality proved to be a tall order. The lack of consistency, responsiveness, service level, efficiency, and productivity owing to insufficient information aggravated the case. It wasn’t long when the narrative flipped with the onset of the digitalization storm. Today, organizations are keen on transforming their contact centers to multi-channel and multi-site in nature. Businesses are embedding predictive analytics in their core business processes using artificial intelligence to enrich the contact center experiences for their customers. Contact centers are maximizing their productivity through advanced CRM tools, balanced scorecards, integrated contact center platforms, and machine-to-machine communications via IoT. Responsive contact centers today are resolving customer issues by effectively using social media platforms that provide two-way communication channels. While embracing these trends may positively impact a brand’s image, making the transition—from traditional call centers to integrated contact centers—still poses a major stumbling block in achieving success in a service business.
With over 17 years of service, RADIANT is turning this transition to a seamless journey through its expertise, competency to integrate business processes into different products, and the passion for transferring technology into values. Founded in 1997, RADIANT has grown by leaps and bounds to emerge as a specialist in providing omnichannel contact center solutions, voice and data infrastructure, software development, and system integration. On a mission to be the preferred technology partner in creating the competitive advantages and improving the business processes, RADIANT is committed to empowering its clients with the contact center implementation amidst this evolution.
RADIANT implements software-based applications in its service and simultaneously maintains flexible hardware for its clients. “We possess expertise in various disciplines (software, voice, and data) that sets us apart in the market and elevates our chances of success in rolling out contact center projects,” mentions Key. RADIANT has successfully deployed its versatile solutions for a global clientele spread across sectors, such as government, education, hospitality, utilities, transportation, financial institutions, and manufacturing industries. “We bring added value to our clients with our expertise, experiences, and product integrating backend systems, unifying data sources, processing and presenting data in conducive ways, in a single interface.
Expertise that Speaks for Itself
To enable integrated environments for customer engagements, collaboration, and business applications, RADIANT specializes in implementing and unlocking the full potential of Genesys contact center solutions and Alcatel-Lucent enterprise collaboration solutions. The company’s buoyant team of highly trained and experienced professional services engineers and consultants leverages its high level of competency and professionalism to design, deploy, and manage these solutions. Services delivery at RADIANT starts with on-demand solutions design according to unique client requirements or straight out-of-the-box deployments, through full-scale implementation and change management, to legacy systems integration and enhancements—all fully backed by strong support and maintenance service. The team of certified professionals forms the expertise backbone of the company to design, perform proof of concepts and deploy solutions from Genesys and Alcatel-Lucent, providing the complete in-house competency, achieving economy of scale, as well as, professional services offerings.
We possess expertise in various disciplines (software, voice and data,) that gives us a market edge and elevates our chances of success in rolling out contact center projects
Besides highly experienced professionals on board, the uniqueness of RADIANT stems from its versatility. RADIANT strongly believes in “challenging the status quo” by transforming “communication technologies into values” with quality and professional deliverables. In doing so, the RADIANT team, which also includes Genesys certified professionals as well as Alcatel-Lucent system experts, provides clients with valuable insights during the entire process—from project installation to implementation. From scheduling tasks according to timelines and budget, defining a contingency plan, to fine-tuning and optimizing the blueprints of solutions, and routing voice application and business applications, RADIANT’s comprehensive solutions, and services allow seamlessly managing all the aspects involved in contact center operations. Furthermore, RADIANT conducts workshops among technical professionals from existing vendors and customers to derive the API/SDK and its corresponding integration technology and also gathers stakeholders to build the implementation environment.
One Solution for Various Needs
While voice and data convergence has changed the way the corporate world communicates and serves its customers, RADIANT brings in the best breeds of similar technologies and solutions, along with the voice and data infrastructure as the platform enabling business solution transport.
With Alcatel-Lucent OpenTouch Unified Communication Platform, RADIANT helps organizations to achieve the balance of investment and functionality as IP Telephony platform, facilitating effective business collaboration and, at the same time, enabler of IP Contact Center. The platform equips users with associated values by the vast varieties of protocols and applications, coupled with the power of Alcatel-Lucent OmniSwitch data network infrastructure. The ability of RADIANT to design and to deploy the converged solution by its in-house groomed expertise reveals its uniqueness.
Through Genesys Labs portfolio, the group has extended to cover contact center technology on top of its infrastructure offerings. These technologies enable screen pop at the user desktop level, intelligent transferring of calls with data, as well as the ability to leverage the standard platform for unified routing and reporting across any interaction of various media types. This includes outbound campaign calls, inbound calls, email, faxes, scanned mail documents, and chat sessions.
With the system embedded in Genesys Workspace, customer service representatives benefit from guided and personalized conversations through CLEARScript, capturing, and feeding service request into an integrated case management system. Custom data fields can be configured and incorporated as required. ClearView also facilitates the planning of marketing events, cross-selling, up-selling, retention activities, and acquisition strategy through lead and campaign management. CLEARInteraction contributes to quality management through call and screen recording output. It enables users to create assessment questionnaires, review recordings, annotate notes, and provide the rating. The scoring process aids in identifying underperforming agents and the root cause of an agent’s behavior, as well as, deriving training requirement on specific procedures. Its function is not limited to review call recordings, but also extends to email, SMS, chat, social messaging such as Facebook, Twitter, WeChat, and WhatsApp.
"We believe in challenging the status quo. We emphasize in transforming technologies into values"
Driving Contact Center Excellence
Over the years, RADIANT has evolved to become the differentiated professional services provider equipped with contact center solutions, voice, and data, competency in a single entity. With a strong value proposition in place, RADIANT has charted several success stories for clients. For instance, RADIANT and Genesys were chosen by Honda Malaysia so that the automobile manufacturer could meet ever-changing market demands.
RADIANT magnified Honda’s performance in the market through its solutions and services and gave them the confidence to expand to a larger pool of business. The superior quality tracking and monitoring capability of the Genesys platform strengthened by the solid foundation of RADIANT’s ClearView CRM enabled Honda to justify its slogan “The Power of Dreams.” As part of this vision, RADIANT and Genesys were chosen for this customer experience initiative to ensure a differentiated advantage in the industry. In another impressive feat, RADIANT worked closely with one of the largest banks in Malaysia, Affin Bank Berhad, in overcoming their outdated technology. Affin Bank confidently chose the Genesys platform to transform their customer experience—making its vision of omnichannel a reality. Since implementing Genesys and ClearView CRM backed by the expertise of the highly skilled RADIANT team, Affin Bank is now recognized as a leader of contact center technology in Malaysia and is benefiting from improved telesales capability by 50 percent, reduced average abandon rate by 40 percent, and lowered operational costs.
While success stories, as such, shed further light on RADIANT’s prowess, they encourage the team to establish a close working relationship with the clients and align the people, processes, and technology to their strategy to achieve their goals. With an aim to position itself within the ranks of ecosystem-enabling companies in Malaysia, RADIANT plans to level the playfield by providing access to the values that the technologies could bring to the broader market, which is otherwise perceived as a privilege limited to the larger corporations and enterprises.
Retaining its focus on delivering superior quality products and services to the contact center space, RADIANT looks forward to expanding its footprint in Southeast Asia. It anticipates doubling the business in the next three years. Ready to embark on its big data and AI journey, RADIANT intends to efficiently modulate and update its products to remain a significant player in the market. RADIANT is particularly confident about its big data strategy. “Our software is evolving daily that helps to transition the businesses from just being able to describe and diagnose problems, to a level whereby they can predict and prescribe actions for transformation,” concludes Key.