Major telecom carriers are accelerating the shutdown of analog copper networks, making the shift to SIP (Session Initiation Protocol) trunking go from an optional upgrade to an essential modern strategy for your organization. The FCC’s Network and Services Modernization Order sped up the copper retirement…
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When most people hear “Interactive Voice Response”, or IVR, they picture standard automated phone menus: calling a customer service line, listening to a monotone prompt, and pressing “1” for billing. Because of this, voice automation gets a bit of a bad rap. But behind those…
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The Women’s Business Enterprise National Council (WBENC) National Conference stands as the premier gathering for women entrepreneurs, corporate executives, and government officials nationwide. It is a powerful ecosystem dedicated to mutual empowerment, strategic growth, and economic inclusion. This year, the 2026 conference convened in Salt…
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The combination of human expertise and artificial intelligence within public sector customer service represents a shift from a historically slow, rigid system to an agile, citizen-centric ecosystem. Government contact centers are uniquely burdened by unpredictable volume spikes, driven by anything from an election cycle to…
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Providing a modern customer service experience is a fundamental necessity for government housing authorities because it directly impacts the dignity and stability of the residents they serve. For many individuals, the housing authority is the primary “front door” to essential services, and a streamlined, digital-first…
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If you’re a government employee, you’ve probably been using the same software and technical tools for several years. This is typical, due to the lengthy procurement process, combined with a need to source only proven, secure, and reliable software and cloud services. Plus, change is…
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At DiRAD, a company dedicated to customer service staffing and technology, we know the truth: at the heart of every ticket, every chat, and every line of code is a human connection. Our team operates at the intersection of empathy and efficiency. They are the…
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The modern power grid is under a level of pressure not seen since the dawn of electrification. The culprit? The explosive growth of AI server farms—digital titans that require massive, unfailing blocks of power to fuel the global AI revolution. For utility providers, this “grid…
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Outsourcing customer service is a common strategic move for public transit agencies looking to improve rider experiences while managing tight budgets. While the core mission of a transit agency is moving people, the specialized nature of modern customer service channels (social media, 24/7 chat support,…
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In 2026, customer experience will need to be felt by more than product or service experience. Customers aren’t comparing product VS product; they’re comparing their overall experiences with an organization. Meeting those expectations means scaling up technology to match the new demand with a new…
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