The story of contact centers began in the 1970s with the advent of Private Automatic Branch Exchange (PABX) and Automated Call Distributor (ACD) technologies. These groundbreaking systems allowed businesses to manage inbound calls more efficiently and laid the foundation for modern contact centers. By the 1980s, advancements like predictive dialing and interactive voice response (IVR) systems propelled the industry forward, setting the stage for automation, artificial intelligence, and ultimately, personalization in customer interactions.
Radiant Communication Sdn Bhd proudly carries this legacy forward, helping businesses leverage cutting-edge technology to transform customer experience. Join us as we revisit the milestones that define our journey and the partnerships that shaped the modern contact center landscape.
Milestones: A Timeline of Transformation
The introduction of PABX and ACD technology revolutionized how businesses handled customer inquiries. Predictive dialing allowed outbound centers to improve efficiency, while IVR systems enabled basic automation for routing calls. These developments created the backbone of the call center as a strategic business function.
Radiant Communication builds on this foundation, incorporating decades of technological evolution into our solutions for seamless and personalized customer interactions.
Radiant’s journey began with Pacific & Orient Insurance Co. Berhad. In a pivotal moment, we helped them transition from a traditional call center to a contact center, reflecting the industry’s paradigm shift. Leveraging the Genesys Customer Interaction Management Platform, this transformation drastically reduced waiting times and elevated customer satisfaction, positioning Pacific & Orient as a leader in CX innovation.
Recognizing the importance of 24/7 customer engagement, Radiant implemented a 60-seat multimedia contact center for Air Selangor, handling 6,000 calls daily. Our custom-built dashboards and quality monitoring tools enabled SYABAS to provide reliable, high-quality service to the public.
BonusLink, Malaysia’s premier loyalty coalition, embraced Radiant’s expertise to enhance email handling efficiency by up to 70%. Our integration of Genesys eServices laid the groundwork for omnichannel operations, culminating in 2020 with the inclusion of voice engagements for personalized customer interactions.
Amid the digital revolution, CTOS partnered with Radiant to modernize its contact center. By integrating Genesys solutions, CTOS launched new online services and improved support for traditional operations, achieving operational efficiency while meeting evolving customer expectations.
SME Bank: Radiant implemented a universal routing and reporting system that unified interactions across voice, email, and social media, delivering a seamless omnichannel experience.
Touch 'n Go: Expanding beyond voice channels, Touch 'n Go integrated email and social media interactions with Radiant’s support, significantly enriching customer satisfaction.
AFFIN Bank’s collaboration with Radiant resulted in a 50% increase in telesales efficiency and a 40% reduction in abandoned calls. The integration of Genesys and CLEARView CRM transformed their customer engagement strategy, setting a new standard in the banking sector.
Radiant led numerous clients, including Deloitte Consulting, AEON Digital, and Brothers International, in adopting cloud-based platforms like Genesys Cloud. These solutions enabled remote operations, reduced IT footprints, and supported omnichannel capabilities, ensuring seamless customer engagement during the COVID-19 pandemic and beyond.
Radiant is at the forefront of the AI-driven CX era. By deploying Genesys Cloud and leveraging AI for automation, personalization, and real-time insights, Radiant is helping clients like Generali Insurance and eTiQa redefine customer experience.
From the foundational technologies of the 1980s to the AI-powered innovations of today, Radiant Communication has consistently delivered transformative customer experience solutions. Let us help you achieve your CX goals and stay ahead in this ever-evolving industry.
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