Building on our 20 years of experience, DiRAD has become one of the foremost experts in contact center implementation. DiRAD provides a full-service engagement, including all development and professional services needed to unleash your new contact center solution to the masses. We bring our best practices and dedicated staff to your location, to implement your vision and ensure user adoption.
Contact Center Implementation Services
DiRAD Technologies implements a variety of contact center solutions, including our own Nextphone platform, as well as PureCloud and PureConnect from Genesys. DiRAD’s contact center implementation services include:
- PMP-Certified project management
- In-depth business analysis and thorough discovery process
- Custom development of call, SMS, email, and web chat flows
- Artificial Intelligence (AI) – enabled Interactive Voice Response (IVR)
- Onsite, direct training and cutover support
Contact Center Solution Specialists
Over the years, we’ve been able to develop an implementation process that is efficient and repeatable, yet personalized to your organization’s specific requirements. This process can be broken down into the following milestones:
- Discover: Collaborative business analysis sessions to determine the best solution including the review of existing call flows, confirmation of data integrations, and identifying any risks.
- Design: Architecture of call and media flow, script authoring, and custom development specifications.
- Develop: Custom programming, IVR & Chatbot development, web interface development.
- Deploy: User acceptance training, onsite training and cutover support, monitoring and 24×7 support.
Outsourced Call Center
DiRAD has combined its 30+ years of call center consulting experience with its highly-regarded customer service expertise, providing a next-generation Outsourced Customer Experience Call Center that is winning accolades for its quality of service.
The Customer Experience Call Center blends the latest in technology with live, New York-based agents to provide a cost-effective solution tailored to a customer’s specific business requirements.
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See what our Contact Center software can do for your business.