Headquartered in Clifton Park, NY, DiRAD is all about the Contact Center Stack: Our technology offerings include contact center software implementation, Interactive Voice and Virtual Assistants, Mass Notification Systems, and more. On the people side, DiRAD offers a fully staffed Contact Center that can accommodate on-premise and remote agents. We combine our customer service and technology expertise to deliver a world-class customer experience (CX) for our government, healthcare, and business clients.
DiRAD’s journey began with IVR technology, and by 2000, we had become a Genesys (then Interactive Intelligence) partner. This partnership expanded our role as a trusted provider with government agencies. As a result, over the years, we’ve proudly deployed systems for major organizations like the New York Police Department, Atlanta Housing Authority, Minneapolis Bureau of the Treasury, the New York City Board of Elections, New York City Poison Control, and more.
In 2014, a new chapter began when long-time employees Maria Massa, John Michne, and Rami Hachem took ownership of DiRAD. With this change, we became a certified Women-Owned Business — a milestone we’re extremely proud of. Since then, we’ve added even more certifications at the state and national levels, including the highly respected WBENC designation.
In 2015, we introduced Nextphone, a reliable and affordable phone service created to meet the evolving needs of businesses and government agencies. Today, we continue to offer Nextphone to select clients who appreciate customized, dependable communication solutions.
In 2018, DiRAD expanded again when we were chosen to support a new DMV project for New York State. This project served over 11,000 auto dealerships and led us to open our own dedicated contact center. Since then, whether our clients need full-time, part-time, or overflow support, our team of Upstate NY based agents are ready to represent our clients with the respect and care they deserve. We offer inbound and outbound call handling with customer service support, and even live chat management — all tailored to your specific needs. DiRAD agents are not shared and solely trained to work on specific client projects.
The last decade has been an exciting time for DiRAD. We’ve increased our revenue sixfold, expanded our live-agent contact center operations, deployed Genesys Cloud solutions for large agencies, and managed millions of customer transactions. We’re also actively helping our Genesys PureConnect customers migrate to the modern Genesys Cloud CX platform.
Throughout DiRAD’s 40 year tenure, the technological landscape has changed, but so have we. We pride ourselves for always being on the cutting edge, and always changing. But through it all the goal has remained the same – provide the best customer experience possible, while giving our clients more time to focus on what they do best.
Here’s to the next 40 years of success! #TeamDiRAD
