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DiRAD Technologies - ContactCenterWorld.com Blog

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Stoicism for the Stressed-Out Agent

When agents and supervisors have to handle difficult calls, it can be extremely stressful. Getting beaten up by callers on a daily basis not only affects mental health, but also increases secretion of a stress hormone called Cortisol. This is the same hormone released during the “fight or flight” response. At sustained high levels, cortisol will tear your body down. To fight this condition and extend your life without drugs or alcohol, try an ancient philosophy called Stoicism. Really? Philosophy and call centers? Yes. Call centers (especially those with high turnover) can be stress factories, chewing up and spitting out agents on an almost daily basis. Stoicism can help people take control of their reactions to stressful events, thereby dramatically reducing stress — and ultimately increasing retention. To learn about Stoicism, click here to get started.

Source: http://www.dirad.com/call-center-have-you-stressed-out-try-stoicism/

Publish Date: January 24, 2017 5:00 AM


Surviving the Avaya Bankruptcy

As reported on Yahoo Finance today, Avaya is filing for Chapter 11 bankruptcy protection. What can you do as a customer? You can stay with your Avaya system and hope things turn around, or you can start thinking about decommissioning. DiRAD has replaced many Avaya systems with solutions from Genesys/Interactive Intelligence, and we recently added ShoreTel as a vendor partner. ShoreTel’s Connect platform allows customers to provide a cloud or premise-based solution that will minimize disruption for your current Avaya users, providing a seamless transition. If you have a sophisticated call center operation running Avaya, talk to us about moving to Interactive Intelligence. Many large municipal agencies and companies have already engaged with DiRAD to do just that.

Source: http://www.dirad.com/surviving-the-avaya-bankruptcy/

Publish Date: January 19, 2017 5:00 AM


How NOT to Treat Call Center Employees

Do you think you have it bad at work? Not only do agents deal with all kinds of people (and do it pleasantly, no matter what), they now have to contend with biting, crawling insects. Read here to get the scoop.

Source: http://www.dirad.com/how-not-to-treat-call-center-employees/

Publish Date: August 2, 2016 5:00 AM


Skype for Business Begins PSTN Preview

Microsoft has released a preview edition of Skype for Business that provides Cloud PBX with PSTN calling. In addition, PSTN Conferencing is being released in this preview. Select vendors, including DiRAD Technologies, have been invited to participate in the preview along with their customers. This is one of the last steps before the product is released for general availability.

Cloud PBX with PSTN Calling gives Office 365 customers in the U.S. the ability to make and receive traditional phone calls directly from their Skype for Business client, and to manage these calls with features like hold, resume, forward and transfer. While a bit late to the party, Microsoft wants to ensure high-quality calls and a good experience for early adopters. During the preview period, the available features will include:

  • Inbound calling with telephone numbers for Portland, San Francisco, Los Angeles, San Jose, San Diego, Salt Lake City, Denver, Austin, Houston, Dallas, New Orleans, Miami, Orlando,
    Jacksonville, Atlanta, Charlotte, Raleigh, Washington DC, Boston, New York City, Chicago, Philadelphia, Phoenix, Columbus, Indianapolis, Memphis, and Kansas.
  • All users will receive new numbers (so no number porting yet)
  • Free US Domestic outbound calling
  • Free international calling to most countries, with exceptions
  • Supported features: Call hold/resume, Call forwarding, Call transfer, Simul-Ring, Team ring, Delegation

It is expected that many new features will emerge as the product marches towards General Release. If you’re interested in trying out the preview, contact us for information and assistance with getting your site online.

Source: http://www.dirad.com/skype-for-business-begins-pstn-preview/

Publish Date: November 14, 2015 5:00 AM


Northeast User Conference

Join us to learn about the Contact Center Maturity Model, a diagnostic tool that assesses current practices, pinpoints opportunities for operational improvement, and outlines a roadmap to increase performance and results.

Keynote speaker, Sheila McGeeSmith, a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications, will share her insight on strategic direction and the path to grow.

The conference is free for current and prospective DiRAD/Interactive Intelligence customers in the New York area. Click here to register.

Source: http://www.dirad.com/northeast-user-conference/

Publish Date: November 11, 2015 5:00 AM


DiRAD is Now Listed with NYCHA

DiRAD is pleased to announce that it has been listed in the New York City Housing Authority’s Minority and Women-Owned Small Business Enterprises (MWSBE) directory for Telecommunications and Information Technology Services.

Source: http://www.dirad.com/dirad-is-now-listed-with-nycha/

Publish Date: November 11, 2015 5:00 AM


DiRAD and Compulink Partner to Provide New MTA Call Center Solution

New platform will modernize communications in the Business Service Center

The New York Metropolitan Transportation Authority (MTA) has awarded a 5-year contract to DiRAD Technologies of Clifton Park, to provide a contact center solution for the MTA Business Service Center (“BSC”). With the project underway, DiRAD is implementing the Customer Interaction Center (“CIC”) platform from Interactive Intelligence, providing a unified, multichannel communications experience for callers to the MTA.

As part of New York State Governor Andrew Cuomo’s efforts to increase minority- and women-owned business participation in state contracts, DiRAD is partnering with Compulink Technologies, a New York City-based company and a MBE and DBE (Disadvantaged Business Enterprise). “Compulink has been great to work with,” said John Michne, DiRAD Vice President. “We’re already talking about partnering for future business opportunities.”

About DiRAD Technologies, Inc.
Founded in 1984, DiRAD Technologies, Inc. is a telecommunications solution provider, providing next-generation Unified Communications, Contact Center, Cloud, and Interactive Voice Response (IVR) solutions. DiRAD partners with customers to deliver dramatic results using innovative technology, resulting in improved customer service, efficiency, and cost savings. DiRAD’s major customer segments include government and higher education. For further information, please visit www.dirad.com.

About Compulink Technologies, Inc.
Compulink Technologies, Inc. was founded in 1986 by Rafael Arboleda. Compulink is a provider of IT solutions specializing in Network Project Services, Cloud Services, and Managed Services. Whether developing a cutting-edge solution or building a rock-solid tried and true network infrastructure, Compulink meets the clients’ needs by working closely with them from concept to design to implementation. Clients include higher education, Federal/State/Local Government and Private enterprise. Building long term relationships is something Compulink believes in and goes through great lengths to ensure their clients receive first rate service. For more information, please visit www.compu-link.com.

Source: http://www.dirad.com/dirad-and-compulink-partner-to-provide-new-mta-call-center-solution/

Publish Date: November 11, 2015 5:00 AM


DiRAD will Exhibit at the New York City Technology Forum

DiRAD will welcome visitors to its booth at the New York Marriott in Brooklyn. Event topics will include citizen engagement, mobility, cloud, and digital government trends. Stop by to talk about call center implementations, IVR, mobile, IP telephony, cloud, IoT, or to just say, “Hello”. For additional information, click here.

Source: http://www.dirad.com/dirad-will-exhibit-at-the-new-york-city-technology-forum/

Publish Date: August 12, 2015 5:00 AM


DiRAD to Exhibit at the New York Digital Government Summit

DiRAD will be on hand to discuss its communications’ technologies with state and local government executives. Mobility, cloud, IoT, and cyber security are a few of the key topics on the agenda. For additional information, click here.

Source: http://www.dirad.com/dirad-to-exhibit-at-the-new-york-digital-government-summit-2/

Publish Date: August 12, 2015 5:00 AM


DiRAD Attending SpeechTEK

DiRAD will be in New York City attending THE source for speech technology information. Natural language processing, speech recognition, voice interaction design, and customer experience are some of the topics on the conference’s agenda. For additional information, click here.

Source: http://www.dirad.com/dirad-attending-speechtek-2/

Publish Date: August 12, 2015 5:00 AM


Technology in the Adirondacks

DiRAD Technologies joined three prominent State University of New York technology organizations as they convened in Lake Placid for the SUNY Technology Conference, June 16-17.  The Conference covered a broad range of technologies and issues relating to administrative and academic computing, infrastructure, education technology, media, and telecommunications, amongst others.  The DiRAD team met a lot of great people, shared our products and services, and appreciated the learning experience.  We hope to see everyone again next year!

Source: http://www.dirad.com/technology-in-the-adirondacks/

Publish Date: July 1, 2015 5:00 AM


Get Word, Excel and Powerpoint – New on Android Phones

Microsoft just released Android versions of their ubiquitous Office applications — available for download now.

Made for Today’s Mobile Workforce
With a touch-friendly interface and the same look and feel of Microsoft Office, you can view, edit, and share documents from your phone.

Enjoy Premium Features
With premium features included with your Office 365 subscription, you also can track changes on the go in Microsoft Word or save handwritten notations on your slides.

Share and Collaborate
Office apps for Android phone connect to Microsoft OneDrive for Business, Microsoft SharePoint, Dropbox for Business, and Google Drive™. With access to updated documents, you can share and collaborate more easily, while your formatting stays consistent across devices and platforms.

Go Here to download the apps today

Source: http://www.dirad.com/get-word-excel-and-powerpoint-new-on-android-phones/

Publish Date: June 24, 2015 5:00 AM


DiRAD to Exhibit at SUNY Technology Conference

The conference, held in Lake Placid, explores a broad range of technologies and issues.  DiRAD will be in booth 448 demonstrating our solutions for enhancing innovation, resources and services for higher education.  For additional information, click here.

Source: http://www.dirad.com/dirad-to-exhibit-at-suny-technology-conference/

Publish Date: June 10, 2015 5:00 AM


DiRAD Partner Interactive Intelligence a Leader in Magic Quadrant

INDIANAPOLIS–(BUSINESS WIRE)–Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of collaboration, communications and customer engagement software and cloud services, has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide report1.

“More than 20 years ago we embarked on a journey to build the first converged all-in-one communication applications platform for the contact center”

According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact center needs will evolve, and a proven track record of delivering contact center solutions. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”

The Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report provides an analysis of vendors in the market based on their ability to execute and completeness of vision. The full report is included in the Interactive Intelligence Customer Engagement newsletter, which can be accessed at http://www.inin.com/resources/Pages/Gartner-Magic-Quadrant-Report.aspx.

“More than 20 years ago we embarked on a journey to build the first converged all-in-one communication applications platform for the contact center,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “It’s gratifying to see our vision affirmed with the majority of contact centers today opting for single-vendor solutions that reduce costs and simplify management.

“But as always, we’re looking ahead and we have a new vision for further improving our contact center offering. This one, based on multitenant cloud services, delivers accelerated business impact through dramatically faster deployment, and a more empowered, personalized customer experience. So, whether you’re looking for an on-premises, cloud or hybrid solution, know that we’ll continue to innovate to help contact centers turn their customer engagement investments into more consistent business outcomes,” Brown concluded.

In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products. Today, CIC offers a wide array of customer engagement, unified communications, and business process automation functionality. It can be deployed in the cloud or on-premises and is ideal for organizations of all sizes.

For more information about Interactive Intelligence customer engagement solutions, visit http://www.inin.com/solutions/Pages/Customer-Engagement.aspx.

1 Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide” by Drew Kraus, Steve Blood, and Sorell Slaymaker, May 18, 2015.

Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

Source: http://www.dirad.com/interactive-intelligence-a-leader-in-magic-quadrant/

Publish Date: June 8, 2015 5:00 AM


Government Technologists Visit the DiRAD Booth

May 14 brought DiRAD staff to the Saratoga Springs City Center as an exhibitor during the New York State Local Government Information Technology Directors’ Association’s Spring Conference and Vendor Fair. The event provided DiRAD an opportunity to highlight our products and services to county and local governments. DiRAD also participated in various roundtable discussions focusing on VOIP, Virtualization, Cyber Security, and Shared Services, amongst others.

Source: http://www.dirad.com/government-technologists-visit-the-dirad-booth/

Publish Date: May 22, 2015 5:00 AM

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