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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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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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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Providing exceptional customer experiences (CX) in the fast-paced world of public transportation requires its own unique blend of human expertise and technological support. Customer service representatives in the transit space need to have a strong understanding of the system they support, as well as a…
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In the contact center world, there are thousands of options when it comes to endpoints. What’s an “endpoint?” It’s just a fancy term for the device that’s providing your audio path – desk phones, earbuds, headsets, and their wired/cordless versions. New technology is coming out…
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It might seem overly simple to say DiRAD values values over dollars, but it’s true. We call this “The DiRAD Way”. We’ve seen large outsourced contact centers that churn out more than 100 agents per month. In fairness, there’s a lot that can happen for…
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Utility companies are essential service providers that deliver warmth and security to our homes and businesses. However, they can be complex and difficult to navigate. This is where quality contact center technology comes in. The tech, plus your agents or a full outsourced contact center,…
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