Are Microservices the Answer?

John M. News Leave a Comment

We all know it – when trying to provide innovative services, government has trouble getting past their already rigid digital polices. With microservices, agencies can add innovative features without bringing down the house. As a vendor, we love this because our customers can run with ideas without hitting the wall of IT policy. It’s a no-brainer, and this article from …

Virtual Agents are Not the Future

John M. News Leave a Comment

While the hype has been swirling since IBM Watson won at Jeopardy, there has been much discussion around the subject of artificial intelligence, and whether government should unleash this technology on unsuspecting customers. The City of New York chimed in with a resounding YES when they contracted with IBM to provide Watson services in their 311 call center. DiRAD has …

Stoicism for the Stressed-Out Agent

John M. News Leave a Comment

When agents and supervisors have to handle difficult calls, it can be extremely stressful. Getting beaten up by callers on a daily basis not only affects mental health, but also increases secretion of a stress hormone called Cortisol. This is the same hormone released during the “fight or flight” response. At sustained high levels, cortisol will tear your body down. …

Replace those Old Machines with TTY over IP

John M. News Leave a Comment

While there are many reasons NOT to use a TTY (Instant Messaging, Video Phones, SMS etc.), many government agencies still need to comply with the Americans with Disabilities Act (ADA) by purchasing and installing a TTY. They also need people to answer it, and a way to take messages. Individual TTY users (especially the elderly) use their TTY’s to communicate …

Surviving the Avaya Bankruptcy

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As reported on Yahoo Finance today, Avaya is filing for Chapter 11 bankruptcy protection. What can you do as a customer? You can stay with your Avaya system and hope things turn around, or you can start thinking about decommissioning. DiRAD has replaced many Avaya systems with solutions from Genesys/Interactive Intelligence, and we recently added ShoreTel as a vendor partner. …

Interactive Intelligence Acquisition

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As many of you know, Genesys recently entered into a definitive agreement to purchase Interactive Intelligence, a long-time partner of DiRAD. Some of our customers have asked what that means for the future of the platform. Our answer? Genesys purchased Interactive primarily for the platform’s mid-market appeal. It’s the best thing that could happen, in that Interactive Intelligence (the mid-market …

DeepMind’s New Speech Tech Holds Promise for the Future of IVR

Joshua Clark News 1 Comment

Tech company DeepMind is using their artificial intelligence and machine learning chops to improve the quality of computer generated speech, with implications for customization and dynamism of IVR and other automated systems. When a customer calls in to your auto attendant, you want them to feel comfortable, and certainly be able to understand the information being relayed to them. By …

How NOT to Treat Call Center Employees

John M. News 1 Comment

Do you think you have it bad at work? Not only do agents deal with all kinds of people (and do it pleasantly, no matter what), they now have to contend with biting, crawling insects. Read here to get the scoop.

New York City Certifies DiRAD as WBE

John M. News

The City of New York Department of Small Business Services (SBS) recently approved DiRAD Technologies, Inc. as a Certified Women-Owned Business Enterprise (WBE). The certification is available to companies that either reside in New York City, or conduct a substantial amount of business in the city. DiRAD will leverage its 20 years of doing business with the City to open …

Interactive Intelligence in the Magic Quadrant – again

John M. News

Interactive Intelligence Group has been positioned as a Leader in the Gartner 2016 Magic Quadrant for Contact Centre Infrastructure, Worldwide. As a Gold Partner since 2000, DiRAD has been providing implementation services for the entire Interactive Intelligence software stack, becoming a specialist in high-volume government contact centers and IVR systems. To read the story by IT Online, click here to …