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

John M. News Leave a Comment

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

John M. News Leave a Comment

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 …

DiRAD Certified as NYS Woman-Owned Business Enterprise (WBE)

John M. News

Albany, New York – May 4, 2016 – Maria Massa, President of DiRAD Technologies, recently announced that the company has become a New York State Certified Women-Owned Business Enterprise (WBE). Administered by the New York State Empire State Development Corporation, The certification involved a lengthy application and rigorous screening process, and will help DiRAD compete for state government contracting opportunities. …

Skype for Business Begins PSTN Preview

John M. News, Unified Communications Leave a Comment

Microsoft has released a preview edition of Skype for Business that provides Cloud PBX with PSTN calling. In addition, PSTN Conferencing is being released in this preview. Select vendors, including DiRAD Technologies, have been invited to participate in the preview along with their customers. This is one of the last steps before the product is released for general availability. Cloud …