Dextr
Robust Cloud Contact Center Solution Provider

Headquartered in Nevada, Dextr provides contact center as a service solution built on Amazon Connect to help mid- and enterprise-size businesses deliver superior customer experience across all communications and messaging channels. The company consists of a team of engineers who actually created enterprise contact center software at ShoreTel, Teknekron Info Switch, and CISCO. Being dedicated to customer success, this team of experts has designed Dextr’s feature-rich customer service technology to be easily deployable and cost-effective.

In a conversation with CIO Applications, Chris Newell, the Co- Founder and CTO at Dextr, shares insights on how they help clients attain desired outcomes and increase agent productivity through technological innovations and market trends.

Could you provide a brief overview of Dextr’s history?

About 15 years ago, we started DrVoIP to build custom software integrations for telecom systems. Over the years, we focused on VoIP-based call centers from ShoreTel, Mitel, Avaya, and CISCO and have also worked on numerous deployments worldwide. In late 2017, we laid the foundation of Dextr (spin-off from DrVoIP) to focus exclusively on Amazon Connect.

Today, our solution integrates a full-featured agent dashboard with a rich library of cloud services at an extremely affordable price. This allows our clients to enhance agent productivity and ensure customer satisfaction.

What are the major pain points that are currently prevailing in the marketplace, and how does your company address those?

Most cloud-based phone system providers used a platform to support thousands of clients with different call center requirements. But these providers used to partner with other companies to provide additional call center functionality like speech recognition, text-to-speech, artificial intelligence, voice analytics, chat, email, and social media integration. However, these features bring upfront license charges. The cloud platform providers draw out a fee of about $150 per agent desktop.

This is where Amazon completely changed the world of contact centers by launching Amazon Connect in March 2017. They have eliminated the need for agent desktop licenses and contracts— enabling businesses to significantly reduce their expenses.

Our scalable and flexible platform helps clients design, deploy, and operate AWS Connect call centers seamlessly. It also integrates with popular CRM platforms, including Salesforce, Dynamics, Zendesk, and Epic. As such, agents can have real-time access to crucial information and make customers happy.

Could you elaborate on the process of delivering your solution to clients?

We combine our cloud-based solution with the AWS Services to package them as a subscription service. This eliminates the need for additional cost for software engineering.

For instance, a customer can easily subscribe to our package within 15 minutes by directly visiting the Amazon marketplace and onboarding the Dextr dashboard to their existing Amazon Connect Solutions.

Dextr dashboard empowers call centers with real-time information of their client and allows them to chat, email, text, monitor, coach, or supervise for addressing their queries along with a voice and video-enabled capability. This also comes with voice analytics, keyword search, and activity log feature to quickly provide call records, chat history and support information to assist the agents in resolving clients’ queries more efficiently.

Additionally, Dextr provides real-time reports with statistics and key performance indicators (KPIs). As a result, it allows supervisors to effectively manage and monitor agents and queues while streamlining contact center operations.

Could you site a successful case study or any milestones that Dextr Cloud has recently acquired?

When ASMR, an Accenture Federal Service Company, wanted to migrate from ShoreTelto, a cloud solution that included Microsoft Skype for Business and a call center, we successfully assisted them in doing so. They wanted to replace their ShoreTel Workgroup application with AWS Connect. The architecture used a single AWS Instance and over 10 DNIS numbers to manage and route incoming calls. They integrated AWS Connect Instance and Microsoft Skype for Business together. We used a full range of AWS Services that includes Lambda, DynamoDB, Kenesis Streams, LEX, Polly, Agent Streams, S3 Buckets, Cognito, PintPoint, SNS, and AWS Connect Salesforce Connector to meet ASMR’s needs. We implemented an option that enabled agent to agent calling without requiring an active phone call. Agents were also able to see the status of their teammates through a custom agent dashboard. At the end of each phone call, the agent could access a drop-down list of “disposition codes,” which can tag the phone call for later retrievals. In addition, we enabled them to have real-time reporting where each agent can have a browser-based agent desktop that shows every queue’s status and a global tab that shows statistics for all queues in the deployment.

Many such successes have helped us to expand our footprint across various countries such as Australia, New Zealand, and the UK Today, we are also working closely with the office of the CTO (OCTO) in Washington DC. We have deployed our solution in places like DC Family Services, Prince William County, and the city of Atlanta.

What does the future hold for Dextr?

Over the years, it’s been a privilege for us to work closely with AWS. We were one of the first companies to work with the AWS development team in 2019 in Seattle. We also demonstrated Dextr chat at the Amazon Connect presentation. We are planning to integrate Amazon Chime into our dashboard, which will enable video and desktop sharing capabilities to the clients. In the future, we will be enabling real-time customer interaction between an English-speaking agent and a French or Spanish-speaking caller. We aim to invest more effort and time in call center integrations and helping clients streamline their call center operations in a better and efficient manner.