RECAP: NENA 2022

NENA 2022 wrapped up just last week and it was a successful experience for new and returning attendees!

Migrating to the Cloud: The Journey Has Begun

Digital transformation has reached the public safety market.

A Partner’s View on Intrado’s PSAP-Initiated Text

PSAP-Initiated Texting: Why it Matters and How it can be Leveraged     PSAP-Initiated Text allows 911 telecommunicators to text message a person that calls 911 and gets d

Head In the Cloud, Feet on the Ground

Intrado’s managed evolution to the cloud means that our network is extraordinarily resilient and flexible, whether you’re a big city PSAP or a two-seat call center. Here are a few things

Episode 1: Intrado is Bringing Life & Safety to the Cloud

To listen to this episode and follow along with us on Spotify, click here.

Faster, Safety Incident Response Mapping

Spatial Command & Control Many agencies often lack standardized incident response mapping across jurisdictions and mutual aid scenarios are further hindered by a lack

eBook: Managing Your GIS Journey

From Planning to Managing Your GIS Journey, in Just Four Steps  In putting together this eBook, we’ve brought our unrivaled experience and insights together to provide an

RECAP: Enterprise Connect 2022

Wireless Carrier and 911 Technology: A Look at Innovations and Key Highlights

As wireless technologies continue to emerge and evolve in 2022, Intrado has been busy keeping up with and ahead of these advancements while also setting the pace for technology deployments.

The Anytime, Anywhere PSAP: Remote 911 Call Centers

Intrado’s VPN VIPER puts remote 911 call handling within reach. When COVID-19 struck the U.S.

VPN Laptop for VIPER® and Power 911®

When PSAPs Go Remote, Intrado Goes With Them When circumstances dictate that public safety answering points need to operate away from their physical emergency communicati

A Watershed Moment for Smarter Cities

There’s one thing to know about 2022: Many more communities across the U.S. will become smarter than they were before, maybe even smart cities. What does it mean to be a “smart city,” exactly?

Life & Safety Matters: Top Tech in Public Safety for 2022

Enterprise Security & E911 Regulations & Compliance Round Table

Enterprise Security and E911 Compliance Challenges in a Hybrid Working World In today’s world, hybrid and remote work is the new norm.

Join Us at Enterprise Connect 2022!

Hello Enterprise Connect Attendees Intrado is excited to welcome you to Enterprise Connect 2022 on March 21 through March 24 at the Gaylord Palms Resort & Convention Center in Orlando

E911 Compliance for UCaaS Environments

The Great E911 Migration The great migration from on-premises phone systems to cloud-based Unified-Communications-as-a-Service (UCaaS) increased in popularity this year.

What is E911 and Why Should My Enterprise Care?

What is E911 and Why Should My Enterprise Care? Enhanced 911, or E911, is a technology that allows for the automatic delivery of a 911 caller’s location in addition to th

Getting Your Public Safety Data to Exceed Expectations

Wireless Routing Analysis (WRA) is a groundbreaking way to tie disparate data points together.

E911 Compliance for UCaaS Environments

The great migration from on-premises phone systems to cloud-based Unified-Communications-as-a-Service (UCaaS) increased in popularity this year.

What Enterprises Must Know About E911 & UCaaS

Successfully Adopting UCaaS by Proactively Addressing Location Management and Call Routing Concerns Organizations are rapidly migrating from on-premises phone systems to

Solving 911 Location Challenges at Work, School, Home and Beyond

Identifying a caller’s location is one of the most pressing technology-related concerns with 911 today This thought-provoking whitepaper explains how Intrado leverages technology to solve

Streamlining 911 Alarm Data & Cutting Response Time: A Look into Intrado Emergency Data Broker

Data is incredibly valuable to Public Safety Answering Points (PSAPs). Another critical component is time.

Intrado is Mapping a Course for NextGen GIS Success in Public Safety (Part Two)

Knowing that one agency’s needs may be profoundly different from another’s, Intrado created a suite of solutions that allow customers to easily get and pay only for what they need.

Intrado is Mapping a Course for NextGen GIS Success in Public Safety (Part One)

Data can be incredibly valuable; but like most things that are worth a lot, it needs to be maintained. That’s certainly true of 911 data.

Emergency Data Broker: A Better, Faster Way to Deliver Alarm Data to 911

In July 2021, Intrado and ADT joined forces to deliver

Transformational Data Solutions - Key to Actionable Intelligence for Public Safety

To read the original article, click here.

Safety Suite for Enterprise

Kari's Law & RAY BAUM's Act

The Federal Communications Commission (FCC) regulations require organizations with multi-line telephone systems (MLTS) to have direct access to dial 911 – without unnec

Intrado Safety Suite for Enterprise

Life & Safety Matters: Enterprise 911

GIS Day 2021 with Jeff Robertson

Life & Safety Matters: It's All About the Data: Part II

The FCC’s Deadlines for Z-Axis and Dispatchable Location Compliance are Looming. Are You Prepared?

Getting Better (not More) Data from Alarm Companies to PSAPs

Every year, PSAPs field millions of requests for assistance from alarm companies.

Life & Safety Matters: It's All About the Data: Part I

NG911 Spatial Call Routing Basics

What is NG911?

Leveraging Smart City Data to Deliver Safer Outcomes

The idea of smart cities—those that use connectivity to derive data that improves quality of life for its residents—isn’t new, but as more cities adopt these technologies, the opportunities for put

Exploring the Potential of Non-Voice Emergency Services

Innovations in technology are happening at all levels, too—from established leaders in public safety like Intrado to start-ups finding new and better ways to keep both citizens and first responders

Cloud-based Call-handling: Is the Market Ready? Are You Ready?

The cloud has changed everything around us.

Life & Safety Matters: The Public Safety Cloud

Life & Safety Matters: The Life & Safety Spectrum

No connection is more important than the call that is routed, delivered, answered, and managed than the one that protects and rescues.

How did Intrado Help in the Beginning of the Pandemic: VIPER VPN Laptop

When COVID-19 struck the U.S. in early 2020, public safety was among those immediately thrust to the forefront of the pandemic.

Behind the Scenes: Intrado’s Emergency Call Relay Center

The Intrado Emergency Call Relay Center (ECRC) exists to handle emergency calls that cannot be routed to a local 911 center.

The Future of Public Safety through Artificial Intelligence

The term, “Public Safety", is often described as a wide array of government responsibilities that serve to protect citizens and communities from events that may endanger the safety of the general p

Webinar: Exploring the Potential of Non-Voice Emergency Services

Adapting to Ever-Changing Consumer Behavior

Webinar: Leveraging Smart City Data

Delivering Safer Outcomes with Smart Cities

Webinar: Cloud-Based Call Handling

Cloud-Based Call Handling. Is the market ready? Are you ready?

Next Generation 911: The Essentials Guide to Getting Started (Volume IV)

This guide focuses on the role of GIS within NextGen 911, defines the GIS-related functional elements, and describes how to successfully transition from tabular 911 data management to 911 GIS data

State-by-State E911 Legislation and Regulation Summary

Does your state have E911 legislation? What about the other states where your enterprise operates?

Emergencies in the Workplace

“84% of Americans are extremely to moderately concerned about calling 911 from an office building, school campus or public facility, and having 911 call takers possibly experiencing issues identify

School and the Workplace Safety: Go Beyond E911 with Safety Shield

Learn why workplace safety matters to PSAPs, schools, and more. Regulations, compliance issues, and location accuracy impact everyone throughout the 911 continuum.

The Future of GIS for Public Safety: It's More than Just a Map

Artificial Intelligence and Machine Learning in the 911 Workflow

Are You Ready to Step into the Public Safety Cloud?

Not All Clouds Are Created Equal We can all attest to a general shift toward cloud computing amongst the services and application

Second Edition: ALI-up! A Timely Vlog by Jeff Robertson

Life & Safety President Jeff Robertson shares his passion for our partnership with the public safety community as we work together to identify and apply new technologies.

Transform 911 Call Handling with GIS Technology

Map-based 911 Call Handling with Authoritative GIS Data Last week we

Meeting Public Safety Cybersecurity Needs = Prevention + Detection + Response + Training

Ransomware, cyber-attacks, and zero-day exploits are constantly in the news these days. As a public safety leader, what can you do to ensure that your agency is safe?

Connecting to the 911 of Things

When first introduced, the process of dialing “911” for emergency assistance was fairly simple for consumers: 1. Pick up your handset. 2. Dial the three-digit code. 3.

No Lone Rangers in Public Safety: Optimize Your Information Technology Resources

There are no “Lone Rangers” in public safety.

First Edition: Life & Safety Matters, a new vlog by Jeff Robertson

Watch Life & Safety President Jeff Robertson share his passion for our partnership with the public safety community as we work together to identify and apply new technolog

The Internet of Things for the 911 of Things

Supplemental data from many IoT providers can be transmitted to public safety with 911 calls to create greater situational awareness and actionable intelligence for first resp

Leveraging NG911 to Support UCaaS

Managing locations for Unified-Communications-as-a-Service (UCaaS) deployments that scale into the hundreds or thousands of phones while supporting a large at-home or remote workforce can quickly e

Leveraging NG911 to Support UCaaS

Managing locations for Unified-Communications-as-a-Service (UCaaS) deployments that scale into the hundreds or thousands of phones while supporting a large at-home or remote workforce can quickly e

E911 Location Management: The Challenge of Shifting to the Cloud

Unified-Communications-as-a-Service (UCaaS) provides enterprises with capabilities and flexibilities that on-premises environments cannot compete with.

Delivering Critical Data to Solve 911 Location Challenges of Smart Devices

No one can predict when or where a serious emergency will occur.

If Texting to 9-1-1 was Easy

The magic of 9-1-1 is its simplicity; just three digits that anyone can easily use to get help in an emergency.

3 Reasons Enterprises Need a 911 Solution Provider

3 Reasons Enterprises Need a 911 Solution Provider When Americans call 911, they expect to receive help quickly.

Intrado and UC Today News Discuss Meeting 911 MLTS Regulations

Intrado Life & Safety collaborated with UC Today to provide the Unified Communications (UC) community with an informative and educational video on meeting 911 Multi-Line Telephone Systems (MLTS

Intrado and UC Today News Discuss Meeting 911 MLTS Regulations

Intrado Life & Safety collaborated with UC Today to provide the Unified Communications (UC) community with an informative and educational video on meeting 911 Multi-Line Telephone Systems (MLTS

Delivering Critical Data to Solve 911 Location Challenges of Smart Devices

No one can predict when or where a serious emergency will occur.

911 Location Challenges in Schools and Workplaces Concern Americans

One of the most pressing technology-related concerns in 911 today is quickly identifying the location of 911 callers.

Working From Home? Make Sure Your Enterprise Has You Connected to 911

The Enterprise Working Environment is Changing Rapidly Due to the Global Health Situation Surrounding Coronavirus Companies are asking employees to ban non-essential trav

Intrado Develops New E911 Solution for Microsoft Teams

Last updated: December 13, 2019

Enterprises Are Now Required to Provide Dispatchable Locations With 911 Calls

Enterprises Are Now Required to Provide Dispatchable Locations With 911 Calls Intrado applauds the Federal Communications Commission (FCC) for adopting rules to implement

Inside the Journey of a 911 Call

When an emergency strikes, you pick up the phone and call 911. A helpful call taker confirms your address, gets the details of the emergency, and help arrives within minutes.

Abandoned 9-1-1 Calls – What is a PSAP to do?

Most people don’t dial 9-1-1 and then hang up. Most people don’t realize that a 9-1-1 abandoned call taxes already limited emergency response and communications resources.

Intrado's 50 Influential People in 911

Mary Boyd, VP of Government and Regulatory Affairs

The Top 3 E911 Obstacles Facing Enterprises

The Top Three E911 Obstacles Facing Enterprises When we talk to enterprises about 911, we often hear about the E911 obstacles they face to making sure they can provide ap

VoWiFi 911 and Application of Proximity Check

By: Marcus Andronici, Principal Sales Engineer

Enterprise E911 Regulations Explained

Enterprise E911 Regulations Explained Emergency communications have improved exponentially since the first 911 call nearly 50 years ago.

The Importance of Identifiable E911 Locations for First Responders

Someone in distress, unable to speak, dials 911 from their VoIP system at the office.

4 Key Features of a VoWiFi 911 Solution

By: Marcus Andronici, Principal Sales Engineer

The Evolution of 911 and PSAP Data

The information that Public Safety Answering Points (PSAPs) can receive today has come a long way since 911 service first debuted in 1968 (check out

Overcoming Common GIS Challenges in a Next Generation 9-1-1 System

Earlier this month I attended the NENA 2017 conference in San Antonio, Texas.

Using Your IoT Investment to Improve Your Enterprise's Emergency Responses

The Internet of Things, or IoT, is one of today’s hot topics in tech. IoT will change how enterprises are built and operate internally.

New York City Passes New E911 Legislation: Kari’s Law

Intrado commends the New York City Council for the recent passage of the new E911 legislation, “

Intrado's Emergency Gateway Now Offering Additional 911 Management Automation for ShoreTel Connect Onsite

Intrado is pleased to announce that its Emergency Gateway (EGW) has achieved ShoreTel TechConnect certification with the latest release of ShoreTel Connect Onsite.

Five Steps to Get the Most Out of GIS in Your NG9-1-1 System

One critical component of the transition to Next Generation 9-1-1 (NG9-1-1) systems is a shift from the use of tabular Master Street Address Guide (MSAG) and ALI data to a reliance on Geographic In

E911 Risk Factors In the Enterprise

E911 Risk Factors In the Enterprise Today’s enterprises are complex.

Keeping Remote Users Safe with E911

Employees are traveling across the nation to attend meetings and conferences. Businesses are adopting tele-working policies and corporations are allowing teams to meet and brainstorm off-site.

GIS Data Sharing in the PSAP

LEAD THE WAY Geographic Information Systems (GIS) is front & center in the march toward a fully-realized i3-based Next Generation 9-1-1 (NG9-1-1) environment.

Geographic Information Systems in the PSAP: Strategic Planning for Data Integrity

The importance of mission critical Geographic Information Systems (GIS) data for call- and dispatch- mapping in the Public Safety Answering Point (PSAP) cannot be overemphasized.

Essential GIS - The Future is Now!

An integrated approach to Geographic Information Systems (GIS) is essential to Next Generation 9-1-1 (NG9-1-1) Public Safety Answering Points (PSAPs).

Intrado's E911 Solution, Emergency Gateway (EGW), Now Compliant with Avaya Aura 7.0

Last month, Intrado's Emergency Gateway (EGW), an on-site appliance that streamlines E911 ma

Wireless UC E911 Technology at-a-glance Guide Now Available!

Our Wireless UC E911 Technology At-A-Glance Guide is available for download on-demand.

Addressing Address Data That Works for You

How do you respond when someone asks for your address? Do you give them a P.O. Box, City & Zip? Or do you think of a street name and neighborhood?

When Less Is Not More. How Three-Way Call Monitoring Saves Lives.

When 911 is dialed, most organizations know that they need to deliver both the call and the caller’s location information to the appropriate Public Safety Answering Point (PS

The Elements of a Great E911 RFP

A well-researched and comprehensive E911 Request For Proposal (RFP) is an invaluable tool when selecting an E911 solution for your organization.

Automatic Location Discovery for Cisco Jabber Soft Phones

9-1-1 GIS Data - Accurate, Complete and Designed for a Specific Purpose

With the transition to Next Generation 9-1-1, the role of geographic information systems (GIS) data transforms to a new level of importance.

New Resources – Remote Location Manager and E911 Softphone Locator

Two new resources are available that provide additional information on two components of our Emergency Gateway (EGW) appliance.

Frequently Asked Questions About VoIP

Business technology is constantly evolving.

Clearing Confusion Around Microsoft’s Operator Connect

In a recent TechDecisions article, Marcus Schmidt

What IT Leaders Should Know About Microsoft's Operator Connect

In a recent CloudTweaks article, Marcus Schmidt, vice president of product manage

SD-WAN Networks: Support Greater Connectivity with Intrado’s Thin Edge Solution

The rise of remote work, connected devices, and non-traditional workspaces contribute to more complex network infrastructure, larger volumes of data, and more areas of vulnerability for businesses.

What to Look for in a Communications Service Provider (CSP)

Communications service providers (CSPs) play an essential role in powering communication for businesses.

A Peek Behind the Curtain: What to Make of Microsoft’s Operator Connect

In a recent CIOReview article, Mar

The Best Webex Features for Video Collaboration

With telecommuting changing the culture of the workplace, a robust video conferencing tool is imperative.

Supporting the Gig Workforce With Hosted PBX Solutions

The landscape and preferences of today’s workforce are rapidly shifting.

Demystifying Microsoft Operator Connect

In a recent No Jitter article, Marcus Schmidt, vice president of product management, clears up confusion about Operator Conn

4 Steps to Create a Winning Microsoft Teams License Strategy

If you rushed to sign up for Microsoft Teams (Teams) in 2020 because of the rapid shift to remote work, there’s a good chance you didn’t have time to fully grasp user needs or licensing options.

SIP Trunking Basics

What Is SIP Trunking? Let’s start by covering a few definitions of key terms.

Microsoft Teams Voice: Select the Best Calling Option for Your Business

While Microsoft Teams (Teams) is a well-rounded productivity tool with millions of daily active users, the core capabilities don’t include the ability to make calls via the Public Switched Telephon

How to Choose Between Webex and Microsoft Teams

Microsoft Teams (Teams) and Webex offer a well-rounded set of features that drives business communication and productivity.

Navigating the Decision to Purchase a Microsoft Device or to Bring Your Own Device (BYOD)

Businesses can choose from a variety of configuration options when it comes to setting up their communications with Microsoft Teams (Teams).

A Practical Guide to Adding Voice to Microsoft Teams

Microsoft Teams can be a full-fledged, cost-effective, and flexible business phone system. Yet, many companies struggle to implement voice for Teams, maximize its capabilities, and see the ROI.

How to Create a Winning Microsoft Teams Licensing Strategy

When planning your hybrid workspace, you may have considered how you could optimize your use of Microsoft Teams to provide unified communications in your organization.

How to Derisk if Your Phone Solution Goes Down

Nothing slows down a productive workplace like unexpected interruptions or long network outages.

Five Questions to Ask Yourself Before Scheduling a Meeting

Days of back-to-back meetings are more common than ever. Each time an issue pops up, a project idea comes to mind, or you hit a roadblock on a process, the reaction is to schedule a meeting.

Intrado Renews Cisco Advanced Customer Experience Specialization in USA

We are pleased to announce Intrado has renewed its Cisco’s Customer Experience Advanced Specialization in the United States.

Hybrid Work Is Here to Stay: How Webex Helps Business Adapt

During the 2020 pandemic, many employees worked from home for the first time in their careers.

It’s Time to Upgrade from Skype for Business Online to Microsoft Teams

Many of us use Skype for Business Online in our daily interactions within our organization.

A Step-by-Step Guide to Migrating From an On-Premises PBX to Microsoft Teams

The phone has been at the heart of business communications since its invention. But as technology evolves, so do the ways we work.

What’s the Difference Between Microsoft Calling and Direct Routing?

Establishing a Microsoft Phone System Microsoft Teams (Teams) powers connection and collaboration for workforces around the globe.

Torch Technologies: An SD-WAN Case Study

Torch Technologies is a 100% employee-owned company, headquartered in Huntsville, Alabama. Their employee-owners are located at numerous sites throughout the United States.

Microsoft Teams: What's the Difference Between Operator Connect & Direct Routing?

In recent years, Microsoft Teams (Teams) has become the g

Microsoft Operator Connect 101

If you are an avid Microsoft Teams (Teams) user, you may have heard of Operator Connect.

Five Key Steps to Securely Connect your Remote Workforce

With social restrictions still in place and 77% of employees worldwide wanting to work remotely, hybrid working models are likely to play a critical rol

Seven Critical Success Factors for your Cloud Voice Strategy

An optimal Cloud Voice strategy should take into account your current IT infrastructure,the constantly evolving and increasingly complex work environmen

The Remote Working Handbook: A Practical Guide for HR Managers

As we move forward to a hybrid work model, managing autonomy and productivity will be one of the biggest challenges for every employer.

Eight Cloud Communications Trends to Watch in 2021

It is no secret that 2020 was a challenging year for everyone. IT departments played a big role in keeping organizations operational, enabling the overnight transition to working from home.

How to Increase Business Productivity With Microsoft Teams

Productivity Challenges in Today’s Virtual Environment Staying focused and productive can be a challenge in the modern workplace.

QIC: A Microsoft Teams Case Study

QIC Global comprises the international (re)insurance operations of Qatar Insurance Company, including the Qatar Re (with wholly-owned subsidiaries) an

The Essential Guide to Microsoft Teams Direct Routing

When Microsoft Teams debuted in 2017, it was created to be a one-stop shop for video calls, chat, voice calls, and other modes of collaborative working and efficient communications under a single p

The Best Microsoft Teams Features for Enterprises

Microsoft 365 Business or Enterprise subscribers who aren’t as familiar with Microsoft Teams (Teams) should know that the tool comes with useful features.

EnSafe: A VoiceMaxx CE Case Study

In the face of end-of-life calling technology, EnSafe had a decision to make. Since 1980, the company has been providing superior quality consulting services.

Berkeley Research Group: A VoiceMaxx CE Case Study

Berkeley Research Group depends on reliable calling to run their business.

Audio-Technica: A Microsoft Teams Case Study

Audio-Technica is a world-famous Japanese audio brand formed in 1962.

13 Roles of Continuous Integration in QA (Quality Assurance)

Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways?

RCS Will Replace SMS: What’s That Mean for Customer Texting? | Inside CX

Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day.

Cargill: A Webex Case Study

Cargill Inc. is the largest privately held corporation in the United States based on revenue.

TrustFord: A Webex Case Study

With over 40 dealerships across the UK, TrustFord is the world’s largest Ford-dedicated dealer group for new and used cars, vans, servicing and repairs.

Survey Finds Meeting Fatigue a Myth

It’s no secret that work meetings have been deemed the enemy of productivity.

Intrado Mosaicx: Enabling a Modern AI-Driven Customer Experience

Companies across industries are adopting a more cu

3 Key Marketing Strategies for Your Contact Center

While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look a

5 Annoying Conference Call Mistakes to Avoid

Business professionals today spend a lot of time on conference calls and in virtual meetings–statistics from a few years back estimate that 11 Million meetings take place every day in the U.S.

What Does Contact Center Agent Do?

Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies.

Christian Aid: A Microsoft Teams Case Study

Christian Aid is a global charity with over 70 years’ experience of working in partnership with local communities to expose poverty throughout the world and help in prac

7 Factors to Determine the Success of your Cloud Voice Strategy

Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from

Five Steps for IT Leaders to Prioritize Security

The overnight transition to remote work environments has exposed many companies to new security risks.

EUROCONTROL Case Study

EUROCONTROL is a pan-European, civil-military organization dedicated to supporting European aviation and committed to the European Union’s vision for a Single European S

Abzena: A Microsoft Teams Case Study

Abzena is a leading Global Partner Research Organization providing the most complete set of solutions in integrated early discovery to mid-phase biotherapeutic and bioconjugation dru

How to Master Remote Team Working with Microsoft

The way we live and work have been changed dramatically by the COVID-19 pandemic. With organizations now focused on how to empower teams as remote working becomes a way of life.

Planning for Productive & Secure Remote Work with Cisco

Monday, July 16, 2020 By Marcus Schmidt, VP Product Management, Intrado Chris Franke, VP Global Solutions Strategy, Intrado

Key Steps to Secure Remote Working

As lockdown restrictions begin to ease across the globe, how can organizations prepare for a future where home working is likely to become the norm for many?

Intrado – Actively engaged and ready to serve

As concerns related to coronavirus, or COVID-19, grow globally, Intrado remains focused on the health and safety of our teams as well as the importance of delivering the solutions our clients will

Supporting Remote Work with a Special Offer for Small and Mid-Sized Organizations

Intrado is committed to helping our clients and communities in their efforts to remain productive, engaged, and healthy as they implement remote work strategies.

Keeping Employees Safe and Productive During Challenging Times

Mathematician and bestselling author, John Allen Paulos, once said, “Uncertainty is the only certainty there is, and knowing how to live with insecurity is the only security.”

5 Tips for High-performing and Collaborative Remote Workforce

Remote work has been steadily gaining traction over the past several years.

For Remote Employees: Six Best Practices for Working from Home

March 27, 2020 By Julie Kent-Ransom

The Do’s and Dont’s of Video Conferencing

Video collaboration is a core component of a modern Unified Communications as a Service (UCaaS) solution.

5 Things to Look for in a Cloud Provider

Let’s talk about Cloud unified communications.

Applying 3 CX and UX Lessons Learned During a Pandemic

As a technology company operating with locations across the globe, remote work is embedded in Intrado’s DNA, and we’ve been at the forefront helping customers in other industries make the transitio

Meeting the Unified Communications Needs of Midsize Businesses

Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.

MPLS Networks and the Rise of SD-WAN

For decades, Multi-protocol Label Switching (MPLS) networking has offered a flexible, stable and high-performing way for companies to connect offices.

Catapulted Into the Future of Work: How to Plan for the Long-Term

The recent pandemic catapulted all of us into the future of work. But what key trends are emerging and how can businesses turn these to their advantage?

7 Benefits of Using AI in Conversational Experience Design | Inside CX

Many customers today still try to bypass self-service options, like an IVR, as quickly as possible.

Meeting the Unified Communications Needs of Midsize Businesses

Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.

How Customer Experience Management Gives You a Competitive Advantage | Inside CX

Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage.

Get Ready for SD-WAN

Software-defined networking, otherwise known as SD-WAN, has proven a compelling alternative to the traditional wide area networ

IVR Trends to Watch in 2020 and Beyond | Inside CX

IVR, or interactive voice response, has been around for a long time, but these popular solutions have change

How Productive Remote Workers Close the Work Day

Walking out your office door after a day of demanding work to the relief of a relaxing, supportive environment is an ideal scenario for most people.

Work from Home UCaaS Solutions from Intrado

For IT departments across the globe, enabling a remote workforce has become top priority as more businesses shift operational models to accommodate social distancing and more broadly, business cont

How Does SD-WAN fit into a UCaaS Strategy

Unified communications as a service (UCaaS) has become increasingly critical to support the needs of today’s globally dispersed and remote workforce.

What Consumers Expect from Brand Communications

In the somewhat recent past, the brand and consumer relationship was much simpler. Most transactions were carried out person-to-person – either face-to-face or through a phone call.

3 Factors for Customer-Centric Product Management and Development

Even the most advanced technology may not resonate with customers. Instead, your customers want the best solution for their specific problem.

What is a Huddle Space? (And Why Your Office Needs One)

The uptick in mobile and remote work over the past several years has changed the footprint of today’s workplace.

5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

Do you want to create the best experience for your customers? Do you want to thoroughly engage employees?

Seven Steps to Omnichannel Success

It’s pretty much impossible to avoid the hype around digital channels, chatbots and Artificial Intelligence (AI) if you are even remotely connected to the contact centre or CX industry today.  Indu

Directed Dialog or Natural Language: Is Conversational IVR Right for You?

Value of Conversational IVR One of the biggest hurdles companies face when interacting effectively with today’s evolving customers is supporting automated care that feels natural.

Whiteboard Fridays: Comparing Cisco and Microsoft in the Collaboration Space

When stepping up to the collaboration buffet, IT leaders now have more options to choose from than ever.

Press Release Templates to Boost Your Content Marketing & PR

A well-written press release can be an efficient and effective way to boost your content marketing and public relations strategy. The problem is, many people don't know how to write one.

How Video Can Help Enhance the Power of Teamwork

We agree, “teamwork makes the dreamwork,” and it turns out, there’s some science to back this up.

How to Reduce Customer Service Costs and Raise CX with Analytics

Every business owner or manager wants to provide the best customer care possible.

Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service.

What is Preference Management? – 11 Benefits and Best Practices

To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one.

4 Ways to Reduce Call Volume With SMS

Most companies want to provide good customer service, but every second someone spends on the phone costs money.

5 Collaborative Questions to Ask at the End of Meetings

A meeting – in person, by phone, video, web or some combination of all three – is about to conclude. The session leader asks: “Any questions?” Silence ensues.

5 Types of SMS Conversations for Business

What’s the Big Deal with SMS? According to Pew Research Center, text messaging — most commonly done as SMS messaging — is the 

Real-World Best Practices in Manufacturing Operations

REAL-WORLD BEST PRACTICES IN MANUFACTURING OPERATIONS No matter the product, every manufacturer looks for new ways to improve quality while lowering costs.

Optimise These 5 Key Customer Experience Factors Within Your Business

Customer experience is often defined as the way customers perceive your brand. This includes your product marketing and the manner in which you stand behind those products.

How to Use an Outage Experience to Improve Customer Satisfaction

The power goes out, and a local utility company immediately springs into action to find a solution.

Customer Journey Mapping: 15 Plot Points Needed in Any Map

Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy.

Heads Up: How Proactive Notifications Can Help You Retain Customers and Maintain Loyalty

You have an opportunity to seal the loyalty of your customers and it is as simple as setting up alerts and notifications for important events surrounding their relationship with you.

5 Common Complaints Hurting Your Customer Experience

The ultimate goal of contact centres is to promote positive customer interactions and outcomes.

TCPA Compliance: 3 Things to Know Before Sending an Automated Call or Text

This article is for informational use only and should not be seen as legal advice.

5 Most Important IVR Authentication Best Practices

In customer service, you need to know what your customer wants. But it’s also important to know who they are.

5 Strategies of Successful Retail Pharmacy Chains

Customers have long turned to their trusted pharmacist for advice about managing their medications and their health conditions.

6 Tips to Improve Contact Center Quality Scores & Customer Service

The level of call quality may be the single most important determining factor in a contact center’s level of success.

21 Steps to Get Customers to Love Self-Service

Most businesses today agree that self-service adoption is one of their most important customer service goals.

Cheap, Fast or Good: Which Is Most Important?

You can have it cheap, fast or good. Pick two.

Improve Customer Experience by Integrating Your Contact Center and UC Solutions

In Microsoft’s “State of Global Customer Service” report,

6 Ways to Motivate Call Center Staff and Boost Morale

Substation Automation: The Best Way to Track Employee Check Ins

By Chandler Harrison, Account Development Executive

Why You Should Consider Combining CCaaS with UCaaS

Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible.

5 Key Customer Experience Factors to Fix Within Your Business

Exceptional customer experiences don’t just happen.

How to Build Emotional Engagement With Your Customers

With customer experience set to overtake product and price as the distinguishing factor for companies by 2020, many companies are now starting to consider different ways of improving the delivery o

Call Center vs. Contact Center: 7 Key Differences

Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing.

5 Multilingual IVR Tips to Take Your Business Global

By Amy Goodwin, Senior Speech Technologist

30 Customer Experience Questions to Guide You Through the Jungle

By Jarrett Schmidt, Senior Vice President of Sales

How to Boost Participant Engagement in Online Meetings

“Great things in business are never done by one person, they’re done by a team of people.”– Steve Jobs Collaboration is proliferating in enterprise communications.

Motivational Games and Team Contests in Call Centers

Whether your contact center is geared towards inbound or outbound calling, sales or customer service, you want agents that stay motivated and energized to build a positive identity for your company

How to Build a Single Customer View

As competition rises in every industry, customers choose brands more often based on their experience with a company.

13 Benefits of a Pilot Project Before Buying

Starting a new project can be exciting, challenging, and scary all at the same time.

5 Ways to Overcome Multichannel Contact Center Challenges

Given the number of ways we communicate these days, it's not surprising to learn customers have high expectations when it comes to dealing with companies across multiple channels, whether it’s chat

5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

What is Contact Center Virtualization?

The call centers of yesterday were often huge offices with row after row of agents answering calls that were routed to them using traditional PBX and ACD systems.  

An Introduction to SD-WAN Basics

Chances are if you keep up even a little bit with business technology trends, you’ve heard of SD-WAN.

3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

3 Benefits of a Channel-Agnostic Platform

By Jarrett Schmidt, Vice President of Sales When it comes to your communication infrastructure, which is better: multiple providers or just one?

4 Ways Utilities’ Payment Process Can Improve Customer Experience

By Jody Kistaitis, Director of Sales

How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

5 Reasons You Should be Using Call-Backs in the Contact Center

Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service.

How to Lead Brainstorming in a Virtual Setting with Moderation Tools

In their book The Net and the Butterfly: The Art and Practice of Breakthrough Thinking,

10 Key Points for Selling Inbound Contact Center Solutions

Many companies’ inbound technology is still the same as when they installed it 10 years ago.

Behind the Scenes at West’s Emergency Call Relay Center (ECRC)

On a Friday afternoon in the Emergency Call Relay Center (ECRC) at West, call volume is steady but manageable.

IP Communication Protocols 101

Most everyday users of the Internet understand that it provides them with access to searchable information across a public web of data; but how does this information get populated and transmitted t

The History of VoIP and Business Phone Systems

What is VoIP? Voice over Internet Protocol (VoIP) can be defined as “a technology or set of standards for the delivery of telephone calls and other voice communications over the Internet.

12 Questions to Ask When Choosing Contact Centre Software

When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions, hosted solutions and premises-based solutions to

5 Ways to Show Your Call Center Agents Appreciation

Making employees feel valued should be an ongoing priority for any organization.

How To Use A/B Testing In Your Contact Center

While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged.

4 Ways to Increase Outbound Contact Center Connection Rates

While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the

What is MPLS?

What Does MPLS Stand For? Multiprotocol Label Switching (MPLS) is a term commonly heard when discussing telecommunications protocols.

5 Tips to Improve Contact Center Performance Management

Managing contact center performance is not an easy task; however, it plays an essential role in contact center success.

6 Benefits of Enterprise Managed Network Services

The benefits of hosted and managed network services have made the service necessary to remain competitive at the enterprise level. Here are the top six benefits.

10 First Call Resolution Tips for Call Center Agents

First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact.

The Only Call Center Agent Scripting Tool You Need

Agent Scripting: Do You Have What it Takes to Get it Right? Agent scripting within the call center can be a touchy subject.

What is the Mobile Shift?

It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.

A Day in the Life of Your Customer

When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer ex

3 Ways to Improve Listening Skills During Meetings

Listen Up: most likely you don’t listen as well as you could.  In a study by the staffing firm Robert Half, researchers asked:

8 Benefits of Remote Contact Center Workers

The work-from-home option has been gaining momentum for a number of years now for contact center staff.

The Benefits of Network Peering

The essence of the Internet is comprised of an expansive group of separate and autonomous networks, with each network consisting of a 

Components of SIP-based Network Architecture

WAN technologies have migrated from analog environments to digital environments in the past few decades.

How Your Devices Learn to Talk to You

We may still be a few dozen years away from everyone having their own personal robot, but in a lot of ways, the future has arrived – especially in the realms of automatic speech recognition (ASR) a

Got APIs?

An application programming interface (API) can be defined as a set of protocols, routines, and tools for building softwa

Does Your Company Measure Its Cost of Being Reactive?

A Stitch in Time Saves Nine

Warren Buffett’s Words of Wisdom Apply to Customer Experience Management

Many readers are aware that Warren Buffett, otherwise known as the “Oracle of Omaha,” is one of the most successful investors and wealthiest people in the world.

In the News: HealthIT Answers

The answer to why patients continue to feel dissatisfied with their healthcare experience lies in leveraging preferred patient communication channels.

How Manual Patient Engagement Can Contribute to Staff Burnout

Healthcare staff burnout and dissatisfaction are pressing concerns for increasingly resource-constrained hospitals and health systems.

In the News: Authority Magazine

In his latest interview with Authority Magazine, Vik Krishnan, General Manager of Intrado Digital Workflows (which includes HouseCalls Pro) shares insights about his background, profession

Burned Out, Short Staffed and Fed Up: How a Digital Patient Engagement Platform Can Give Staff a Break

Maintaining routine communication with patients is critical to ensure individuals remain in touch with care teams, show up for healthcare visits and stay engaged in treatment for health issues they

In the News: Chief Healthcare Executive

Patient expectations for healthcare experiences that mimic those of retail are clashing with a system that’s currently troubled with severe staffing shortages.

In the News: Healthcare Business Today

There are many reasons healthcare IT executives are prioritizing automated solutions that can replace manual patient outreach for common communication workflows.

Hospitals, Staff and Patients Benefit from EHR-Embedded Patient Engagement

National spending on electronic health record (EHR) systems is predicted to reach $19.9 billion in 2024, according to one

Top Factor Health Systems Consider When Choosing New Technologies

How Automation is Paving the Path for Improved Patient Experience and Operational Efficiency

Why SMS Engagement is a Must-Have Solution Alongside Patient Portals

How Automation is Helping Health IT Executives Reach Their Top Goals

Health IT leaders reported that their top three goals are to improve patient experience, increase visit volumes, and reduce call center burden.

Top Patient Engagement Opportunities and Challenges

Hospitals and health systems employ various channels such as websites, phone calls, email, and recently, even texting to take advantage of patient engagement opportunities.

To Truly Engage Patients, Think Bigger than Automated Appointment Reminders

Convenient, digital communication is an expectation in today’s increasingly connected world—from scheduling a vehicle service appointment online, requesting a ride-share to the airport via an app,

In the News: HIMSS 2022 Announcements and Solutions

Ahead of the HIMSS 2022 conference in Orlando, FL, Healthcare IT Today compiled

How to Improve Patient Experience Scores? Prioritize Digital Patient Engagement

Many seismic industry shifts are impacting hospitals and health systems and creating waves in an already financially strained industry.

Health IT Leaders Reveal Patient Engagement Priorities

Intrado partners with more than 10,000 healthcare organizations, which places us in a unique position to understand not only patient engagement priorities, but the most pressing goals and growth st

In the News: American Hospital Association

The digital landscape is evolving, and patients expect hospitals and health systems to provide a digital, healthcare patient experience solution on par with retail and other industries.

In the News: The Tate Chronicles

How can executives make simple, strategic digital workflow transformations to boost key performance indicators like patient experience scores and visit volumes?

In the News: Fierce Healthcare

What technologies are health IT executives investing in to move the needle on patient engagement scores?

How to Improve Referral Closure for More Satisfied Patients, Staff and Providers

Effective management of referrals for specialty care, testing, and procedures like mammograms and other cancer screenings is critical to patient care, especially given many of these visits are for

In the News: HIStalk

With hospitals and health systems facing continued staffing and supply shortages, how will health IT executives address crucial business priorities like enhancing the patient experience, increasing

Creating an Effective Vaccine Reminder Program

Vaccinations save lives and yield positive economic results, preventing 14 million disease episodes per year and saving an estimated $43 billion dollars that would otherwise be spent on managing ch

Five Ways to Improve Patient Recall

Leaving it up to patients to adhere to treatment guidelines or be proactive with scheduling preventive screening appointments is risky.

Bringing Patients Back to Preventive Care

Given that few patients are compliant with preventive care screenings and procedures, providing efficient and effective support for these visits is a valuable place to start.

Introducing HouseCalls Pro

Manual patient engagement can be overwhelming, negatively impacting staff, patient experience, health outcomes, and revenue. Automated patient engagement relieves the burden!

Engaging Patients for Respiratory Health Screening and Treatment

Now’s the time to start thinking about respiratory health outreach. Dr.

Mastering Wellness Campaigns with HouseCalls Pro for Epic

Watch Mastering Wellness Campaigns with HouseCalls Pro, an Intrado BFF-led webinar for Epic EHR users, to learn how to easily engage and schedule patients for recall to close

Automating Referrals with HouseCalls Pro

Watch for 30 minutes packed with learning - discover how Intrado’s HouseCalls Pro leverages Epic workflows to boost referral efforts, supporting positive patient outcomes and

How to Call Patients for Recall

Patients may be more inspired to focus on their health during this time of year for a variety of reasons.

Foundations for Improving Patient Experience

A positive patient experience is an integral component of health care quality – both that which is perceived by patients and that which is based on health outcomes.

5 Tips for Successfully Recalling Patients

One of the biggest challenges for healthcare organizations is managing patient recalls, efficiently.

Automated SMS Patient Engagement: Healthcare’s New GPS

Following a rebound from halted in-person care, screenings and elective surgeries due to the pandemic, 2022 is likely to be another year for “healthcare catch-up” as patients continue their return

4 Step Recall for Colorectal Cancer Screening

During COVID-19, travel restrictions and social distancing guidelines deterred patients from engaging in regular preventative care appointments and screenings.

COVID-19 Vaccine Outreach for Adults and Children

Automated communications are an effective and low-cost solution to educate patients about the importance of getting vaccinated. And, it’s never too late to start or augment an existing campaign.

2022 Healthcare Operations will Double Down on Digital

As we continue to reflect on our experience at MGMA’s MPE21 event in San Diego, teams from all areas of healthcare operations weigh in on what they heard and experienced. 

In the News: Reaching Patients for COVID-19 Booster Shots

According to recent recommendations from the CDC1, “anyone who is eligible to get a booster dose of vaccine should do so.” Variants remain unpredictable and this year the flu season thre

Boost Patient Access Among Diverse Populations Using SMS

In order to help patients access care, healthcare organizations must have a nuanced understanding of the unique and diverse populations they support.

SMS Patient Engagement Strategies Increase Flu Shot Uptake

As healthcare teams continue to navigate the COVID-19 pandemic, there is an increased need to manage hospital-related volume typically attributed to fall and winter influenza.

Hot Topic at AppOrchard 2021 Conference

AppOrchard 2021 looks to be a strong return to in-person events this Fall.

SMS Patient Reminders Improve Vaccine Uptake

According to McKinsey Healthcare Research & Quality, “25-35% of patient vaccinations are not up to date in the US.” The low vaccine uptake indicates an opportunity to connect and educate millio

Referral Management Featuring Froedtert Health

Health systems, nationwide, are seeking ways to minimize revenue leakage.

Improve Your Pre-Procedure Patient Communications

Some gastroenterologists perform as many as 12 colonoscopies a day, making them a highly routine screening. Preparing for the procedure, however, can feel anything but routine for patients.

5 Ways Broadcast Boosts Patient Communication

Health systems and physician practices are looking to easily engage patients to enhance the patient experience and close gaps in care.

Level-Up Your Automated Engagement

According to recent survey by CHIME and a leading IT consulting firm, fifty-two percent of healthcare CIOs say that implementing patient engagement.

Embedded vs. Integrated Patient Engagement Solutions

Within the patient engagement landscape, not all solutions are equal. The value of the patient engagement solution is often measured by three primary attributes:

3 Steps Boost SMS Security in Healthcare

Many of us are familiar with email phishing scams. Fewer are aware that SMS (text-based) phishing scams exist – these are called Smishing.

COVID Boosters & Beyond - Automated Patient Engagement

The healthcare landscape has been changed by COVID-19. In many ways, we’re benefitting from rapid improvements birthed by the urgency to do more with less.

Hidden Costs of Traditional Patient Engagement

Many healthcare executives are now tightening their belts and slashing their budgets as they look to deal with the fallout from the COVID-19 pandemic.

In the News: HIStalk Interviews Intrado's Vik Krishnan

In his interview with HIStalk, Intrado Digital Workflows General Manager, Vik Krishnan, posits why large healthcare organizations are lagging on adopting patient engagement as an outcomes and reven

Future of Patient Engagement at AHA Leadership Summit

The

KLAS First Look: 100% of Customers Would Buy Again

The Healthcare patient engagement technology space is a crowded one. And all solutions are NOT equal.

3 Ways Chatbots Enhance Patient Engagement

Automated engagement between healthcare providers and patients is

Long Codes add Security to Patient Communications

As some of you may know, the Intrado HouseCalls platform was deve

Improve Vaccine Uptake with Education and Scheduling

For a little more than a year, COVID-19

The True Cost of Patient No-Show Appointments

Getting Patients Back on Track: Wellness Visits & Preventative Care

In part one of this two part series, The Value of Timely Preventative and Wellness Visits and Procedures, we shared data that supports the value of preventative care and welln

The Value of Preventative Care and Wellness Visits

At any given time, your patients are in different stages of ongoin

Wellness Calendar Helps you Reach Patients at the Right Time

Confluence Health uses SMS for Self-Scheduling COVID-19 Vaccinations

When the COVID-19 vaccinations were made available, early in 2021, the operations team at Confluence Health was tasked with scheduling thousands of participants for the 1st and 2nd dose vaccination

Funding Approved for Digital Communications Solutions that Improve Patient Care

There’s good news for Community Health Centers nationwide.

The Pesky No-Show Problem: Reducing No-Show Appointments

No matter how good your patient access or front desk staff is, you and every healthcare organization still struggle with four major problems:

What Are Closed-Loop Communications In Patient Engagement?

One of the biggest needs of the healthcare industry today is effective communication with patients.

Key Operational Requirements From Patient Engagement System

Good patient engagement systems are critical for the smooth functioning of the healthcare industry. Healthcare providers end up losing a lot of revenue because of weak patient engagement.

How Patient Access Impacts Quality Of Care

Patient access can have a direct impact on the quality of care, and one of the most important aspects of good patient access is good communication between patients and healthcare providers.

Support Contact Center Staffing with Virtual Agents

Contact centers are undergoing a transformation.

Conversational AI vs. Conversational Design

In today’s digital world, consumers are communicating with computers more frequently through conversational artificial intelligence (AI).

An Introduction to Natural Language Processing

Can you have a natural-sounding conversation with a machine? 

Tips for Contact Center Automation: ACD vs. IVR vs. IVA

Evolving customer service expectations push companies to rethink historical approaches to

Contact Center AI Trends for 2022

Contact centers are undergoing a massive transformation. Due to Covid-19, call centers took a hit, as call volume increased and the amount of customer service agents decreased.

6 Misconceptions of AI Virtual Assistants in Customer Service

Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made these experiences easier and more personal.

Customer Service vs. Customer Experience

Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get what they expect.

101 Guide to Intelligent Virtual Assistants

Customers need digital support around the clock.

The Future of Personalized Banking: Virtual Assistants

The financial services industry is facing new demands.

What to Consider When Building a Contact Center for Small Business

Today’s consumers have access to a wide range of technology and platforms that influence how they communicate.

How Cloud Contact Centers Add Value to the Customer Experience

Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing cadre and better interact with customers.