JUNE 2021CIOAPPLICATIONS.COM 19quickly 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.
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