Dextr
What do you like best about the product?
Easy to use application that takes the development work out of using Amazon Connect.
What do you dislike about the product?
Nothing yet, everything runs fine. We really like this product. I dont have anything to add to this section.
What problems is the product solving and how is that benefiting you?
Initial development time, complexity and cost of deploying Amazon Connect.
Dextr and CloudHesive saved my Amazon Connect deployment!
What do you like best about the product?
There is plenty to like about Dextr, and I'll cover some of those core features below but what stood out to me was the stellar experience that CloudHesive provided. Jamie Marshall was quick to answer any questions I had when I was vetting the solution and when I misconfigured a Kinesis steam Patrick Hannah was able to point towards a way to retrigger the lambda functions to save our voicemails from cloud purgatory.
Likes:
- Intuitive agent dashboards that show queue and peer activity
- Ability to change the 'forced release' behavior
- Ring on two audio devices at once (headset and speaker)
- Number Directory! (a.k.a contacts)
- Quick support, had a case closed within 24 hours when I had requested 1100 contacts to be imported.
What do you dislike about the product?
While Dextr is an excellent product, there is always room for improvement.
I'd like to see the following:
- Ability to sync contact directory with Active Directory or Exchange Online
- Ability to integrate with phone systems, such as Ring Central or Microsoft Teams to see the users presence
What problems is the product solving and how is that benefiting you?
Our billing team requires the ability to reach thousands of contacts at our broker locations quickly. The 'Quick Connects' within Amazon Connect was limited to 700 contacts; this was a deal breaker, and we were considering scrapping our implementation project of Amazon Connect, but we found and trialed Dextr, which solved this problem for us. They dealt with the complexities of taking our contacts and importing them into Dextr.
Dashboards are a big thing
What do you like best about the product?
Omni-channel available instantly, the dashboards are very intuitive, easy to read. Team chat with presence is a big thing for every contact center and having all these features with a click of a button.
What do you dislike about the product?
Physical phones would be a great addition
What problems is the product solving and how is that benefiting you?
No Code implementation of a enterprise grade desktop. Saves time and money compared to developing a similar experience.
Great product supported by a stellar team
What do you like best about the product?
Intuitive and a great UI coupled with great support.
What do you dislike about the product?
We have not found anything we dislike yet.
What problems is the product solving and how is that benefiting you?
It fills gaps in reporting for us not provided elsewhere.
Simple Onboarding and immediate value
What do you like best about the product?
Easy onboarding and integration into our center. Provided immediate value with enhanced views. Product is responsive and has a smooth user experience.
What do you dislike about the product?
We have not found any issues with our usage. This is a solid product.
What problems is the product solving and how is that benefiting you?
We do not have any interest in building our own solution . Dextr allowed us to full Amazon connect virtual desktop environments at a very solid price point. This allows us to focus our engineering power in the areas that will best serve our customers.
Dextr Flex makes using Amazon Connect a full service call center solution!
What do you like best about the product?
Using Dextr Flex gives you all of the features of a full-fledged call center which can be set up fast.
What do you dislike about the product?
We haven't found any yet. The system works great and new features are being added every day.
What problems is the product solving and how is that benefiting you?
We use it as an incoming call center and particularly like the easy ability to search transcriptions of the calls!
Dextr Saves Time, Money while improving CX management for your agents!
What do you like best about the product?
The instant availability of multiple channels like SMS, Email, Fax and social media integration with out the professional service cost to develop!
What do you dislike about the product?
CRM packages might require multiple tabs to be open in the Browser besides Dextr. Dextr is adding integrations all the time to save agent desktop real estate.
What problems is the product solving and how is that benefiting you?
The cost to hire professional services to implement the features Dextr provides would be more than we would want to spend. Dextr adds these features without that expense.
Dextr Powered by Amazon connect
What do you like best about the product?
Dextr is easy to use and implement. It provides omnichannel functionality and access to the latest Amazon Connect features without having to have a large development team.
What do you dislike about the product?
BI capabilities would be nice but I that is in the backlog of features
What problems is the product solving and how is that benefiting you?
It allows us to deploy an omnichannel solution riding on the Amazon Connect eco-system within minutes rather than months.
A must add-on for stand-alone Connect Instances
Dextr is a necessity for stand-alone Connect instances. The Native Amazon CCP simply lacks the necessary features a contact-center and customer-service representatives need to efficiently serve customers.
It takes only a few minutes to deploy Dextr on your own. Once you're using Dextr, there's little work required to incorporate multiple channels such as email and chat into this elegant User-Interface.
The Dextr team are contact-center experts. They know the importance of collaboration in a contact-center and have made it incredibly easy for the entire contact-center team to communicate with each other and collaborate via chat or voice without the need for external UC collaboration tools such as Teams of Slack. All communication needs are covered in the Dextr UI.
While Amazon provides the tools to build your own CCP, many organizations do not have the skillsets in-house nor the time to develop and maintain a functional UI. The Dextr SaaS is ridiculously easy to deploy and extremely intuitive from both a customer-rep and supervisor perspective.
Additionally, the support team behind Dextr is one of the most responsive teams I've dealt with on the marketplace. We tried Symbee Connect and found it took weeks to deploy and even longer to get answers to basic questions.
Finally, Amazon is constantly improving and making updates to their Connect contact-center service. Dextr is not one to be left behind. When Connect introduces new features, Dextr has been quick to follow and add enhancements to the interface to coalesce with new Connect features such as Contact Lens.
Thank you, Dextr Team for a solid product, your ongoing support and dedication to making your customers successful.
-Mick
