Genesys Integrates PureCloud with Amazon Lex

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DiRAD partner Genesys has integrated it’s cloud customer engagement solution PureCloud with Amazon’s Lex, a service for building conversational interfaces into applications using voice and text. The integration will provide opportunities to develop natural speech applications that leverage Artificial Intelligence (AI), for voice, chat and SMS interfaces. For more, read Sam Del Rowe’s post at

Genesys takes Magic Quadrant for 9th Time

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DiRAD partner Genesys has been named the leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure Vendors. Genesys solutions are used in some of the largest companies in the world, providing next-generation, omni-channel communications that maximize customer attention. Genesys is also the only company to be a leader in both on-premise and cloud contact center platforms. Click here …

Are Microservices the Answer?

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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

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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

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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

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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.