Dextr Case Studies

ASMR an Accenture Federal Service Company “We determined to leave our ShoreTel deployment behind and migrate to a cloud solution that includes Microsoft Skype for Business, but we still needed a call center to replace our ShoreTel Workgroup application and we felt AWS Connect could do the job”, said IT Manager Jason Agcaoili of ASM Research a Washington D.C. area Government service organization.

The ShoreTel workgroups, something we typically describe as a “poor man’s” call center, provided a lot of features ASM wanted to maintain. For example, the ability for the supervisors to see the status of each of their customer service queues. Agents also wanted to see the status of the rest of their team and supervisors need real time updates on the status of callers in queue.

These requirements were outside the AWS CCP soft phone, but they were critical to our ability to manage the various support teams in our deployment. We also need to create holiday schedules and matching customer greetings that would alert callers to why we were closed. Being able to close a specific queue for a team meeting was also on our “wish list”.

We contact the team at DrVoIP.com who built out the AWS Connect instance and then implemented our requirements in the Dextr.Cloud portal. Now we have the best of both worlds! We have a new phone system that plays nice with AWS Connect and we also have Dextr, the graphical customer engagement management solution that implemented all of our requested features.

Twin Cities PBS Founded in 1957, Twin Cities PBS is one of the most innovative public media organizations in the country. Every day, TPT uses the power of media to advance the arts, spur learning, help young people succeed and help adults age vitally. TPT presents extraordinary PBS programming and also produces award-winning content for the national PBS system. In 2015, TPT was the highest-rated local public television service in the nation for the fourth year in a row. TPT’s programs and productions have been honored with numerous awards, including Peabody awards and national and regional Emmys.

When it comes time to staff the “pledge line”, some 40 plus volunteers will log in and take incoming requests from callers offering financial support for this public broadcasting affiliate TV station located in Saint Paul, MN. Volunteers are not professional call center agents and the requirement for easy access, login and management were key issues that drove IT Manager Jake Graff to look for an option to their old world phone system. They turned to DrVoIP for a “proof of concept” study and ultimately choose AWS Connect and the DrVoIP/Dextr team to implement the full blow call center, training and ongoing care!

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