Call Center Automation Project for Major Metropolitan Transit Agency
DiRAD is providing a turn-key call center system from Interactive Intelligence that will provide advanced technology allowing the agents to handle massive amounts of calls and chats, while helping to manage costs and accountability at the agency.
The system will also integrate with the agency’s Siebel Customer Relationship Management (CRM) system, as well as their Oracle – Peoplesoft platform. In addition, DiRAD is providing a voice-enabled Interactive Voice Response (IVR) system to help the agency provide 24×7 service as well as a workforce optimization solution to maximize HR efficiency. Click here to read about how DiRAD partnered with a minority-owned business on the implementation.
Cloud-based Call Center for State Health Agency
This health department reached out to DiRAD for a solution to replace their aging Avaya ACD. While they spoke with many different vendors, none could offer the required features at such a competitive subscription-based price. And, since it was critical to the agency to have the system up and running as soon as possible, DiRAD was able to deliver their feature-rich ConnectRT solution in only two weeks.
DiRAD’s ConnectRT now delivers thousands of calls per week for the agency, while the solution has exceeded its ROI many times over.
Payment Status Hotline for Busy New York City Agency
This particular agency was inundated with phone calls on a daily basis. The callers had one thing on their mind: when would they be receiving their subsidy check? DiRAD designed an IVR that directly integrated with the agency’s Oracle system, providing real time payment status to callers. Since the IVR was implemented, callers can now receive their information 24/7, and the agency has realized significant cost savings due to the dramatically reduced need for resources.
Photo-Logging Application for Large State Child Welfare Agency
This mobile application allows field staff to securely record media, photos, and video on their own devices, and automatically encrypts and sends the media to the state’s child welfare mainframe database, where it is stored under the appropriate case ID.
The application allows no viewing of the media, since it is locked and encrypted immediately. This prevents the device’s user from sharing media, and protects it while in transit to the state’s database. Data is automatically wiped from the device upon successful media transfer.
Inmate Status System for a Busy Jail
To handle the thousands of calls per week by often frantic callers trying to find the status of an inmate, this busy Florida jail contracted DiRAD to design an Interactive Voice Response (IVR) solution. Hosted in DiRAD’s cloud with no hardware or software at the customer location, the system is in constant contact with the jail’s JMS system, receiving pushed files full of new inmate data at regular intervals. Click here to read a case study of how DiRAD solved the jail’s problem through automation.
Complete Communications Solution for a Major Online University
DiRAD deployed a 550-seat Interactive Intelligence Call Center and Enterprise IP PBX. The system is integrated with the customer’s Oracle and Salesforce.com platforms. As an extremely busy online university serving a global market, the college relies on the Interactive Intelligence system to field calls from a diverse population of prospective and current students.
The system was chosen for its ability to be customized and tailored to the needs of the school. As the college grows and adds offices around the country, the system will naturally evolve while providing a consistent user experience throughout the enterprise.
Statewide Community Alert System
With 14 juvenile detention centers scattered across this Northeast state, department officials wanted a system to alert neighboring communities of any escape events occurring at a specific facility. DiRAD was contracted to provide a cloud-based system that served the communities of all 14 centers. Community members are able to sign up for the service via the website. In the event of an escape, agency staff can quickly activate the alert system, which calls all web registrants for that specific community. Click here to find out how DiRAD’s AlertRT can help provide peace of mind to your community or workplace.
“DiRAD has saved our agency millions of dollars over the years, automating many of our business services. I recommend them highly.”
-Bill S., New York State Health Department
No matter what size the initiative, DiRAD provides professional project management services as part of the engagement. DiRAD Project Management Services offer cost-effective solutions to help you successfully drive change and move rapidly toward the desired end-state.
User Adoption and Training
DiRAD provides professional onsite training, as well as live web-based and on-demand training to ensure you get the most out of your DiRAD-deployed solution. During a project, DiRAD helps to manage change among your users, providing incremental preparation to ensure day-one user adoption.
DiRAD’s Managed Services offerings range from comprehensive full-service management of your systems, to a-la-carte options that provide flexibility for businesses and government agencies of all sizes. Whether it’s a large Interactive Intelligence call center or an Office 365 solution for a dozen people, we have you covered.
DiRAD provides integrated support for DiRAD-provided solutions and software including 24/7 technical assistance, powerful proactive support resources, and ongoing access to updates. Our advanced support levels provide mission-critical support services for complex environments to help maximize performance, achieve higher availability and reduce risk.
DiRAD’s Business Analysis Services form the framework for any IT or communications engagement. During complex projects, DiRAD helps to facilitate communication between organizational units. In particular, DiRAD Business Analysts often play a central role in aligning the needs of business units with the capabilities delivered by DiRAD solutions, and may serve as a “translator” between those groups. A properly-executed business analysis process is critical to the success of any project.