DiRAD Awarded Minneapolis Cloud IVR Contract

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System reduces staff burden while maintaining 24-hour customer service

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"The DiRAD team stepped up and did not only what was asked of them, but also provided suggestions on how we can improve"

DiRAD Technologies, Inc., a 27 year-old Voice Solution Provider, was awarded a contract to design, implement and host a web-based Interactive Voice Response (IVR) system for the City of Minneapolis, Minnesota.

Leveraging speech recognition for both English and Spanish-speaking customers, the system allows callers to inquire about their water service billing, get balances, payment history, and avoid shutoff, 24 hours a day. The system also provides Minneapolis staff with an Outbound Notification platform to alert customers of billing issues and pending water shut-offs. Staff can access the system entirely from the web, with tools administration, reporting and real-time call traffic statistics.

Minneapolis Project Manager Jeff Kendall said “I have been a project manager for many years and in that role I have worked with many Vendors. DiRAD has to be one of the best I have encountered. The City of Minneapolis has many processes in place to monitor/manage projects during each step through the project life cycle. The DiRAD team stepped up and did not only what was asked of them, but also provided suggestions on how we can improve”.

DiRAD Vice President and General Manager John Michne added “the key to a successful project is partnering with your customer to ensure their success. The City's project management team was stellar. We are now in the phase of continuous improvement, which will always be in place".

The system integrates with the City’s Enquesta Utility Billing platform, provided by Systems & Software of Williston, Vermont.

About DiRAD Technologies, Inc.
Founded in 1984, DiRAD Technologies is a provider of cloud and premise-based communications solutions, including IVR, Contact Center, Notification, Unified Communications and IP Telephony for government agencies as well as medium to large businesses. DiRAD holds a federal GSA contract for IVR Managed Services. http://www.dirad.com


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