Architecture

What is the architecture of Dextr Cloud – Dextr is a serverless implementation in the AWS Cloud. It makes use of many AWS services including DynamoDB, lambda, async, Cognito, sns, s3 and many other services. It is a fully elastic architecture and can scale on demand.

What happens if Dextr is down? – Because of our architecture we take full advantage of the AWS elasticity, resiliency and redundancy.  In the highly unlikely event that Dextr would fail, you would use your Amazon Connect CCP as a backup.

What Browsers are supported by Dextr – Amazon Connect uses a technology similar to sip based voice over IP generally referred to as WebRTC.  WebRTC is still not an industry standard and though Chrome, Firefox and Opus have agreed to the same configuration Apple and Microsoft are going a different route.  For this reason we recommend CHROME though Firefox will work.

What happens if Dextr is down? – Because of our architecture we take full advantage of the AWS elasticity, resiliency and redundancy.  In the highly unlikely event that Dextr would fail, you would use your Amazon Connect CCP as a backup.

Does Dextr publish an API – Currently we do not, but stay tuned for late breaking news.  If you are a developer or have an idea for a Dextr integration we are very interested in talking to you, so do not hesitate to contact us!

Amazon Connect

Do we need to do any special configuration in Amazon Connect to use Dextr? – Dextr has a couple of features that require you to add a couple of “Invoke lambda” steps in your call flow to check for holiday schedules and ad hoc closings along with configuring Kinesis streams and setting the recording bucket that Dextr expects you to use.  

Does Amazon Connect have redundancy – Currently it does not but you can configure redundancy of sorts by building two call centers in separate regions, but manual intervention would be required in a fail over.   We anticipate that Amazon will make instance replication and imaging possible in the near future.   Optionally you can build a SIP server on an EC2 instance and terminate your phone number on the SIP server.   Calls will be forwarded to Instance1 and if that instance is unavailable calls will go to Instance2.  Agents  however, will need to log into the Insance2 when Instance1 fails.

Dextr Features 

Can you provide SMS numbers for other than US -  Carriers throughout the world have different requirements and generally demand to know who owns the number being used to send SMS messages.  For this reason, though we can obtain numbers for other countries the process is not included in Dextr phone number purchases.   Contact customerserverice@dextr.cloud for additional information.

What email Server does Dextr use? – Dextr is not an email server. Dextr acts as an email client and will make use of whatever server you configure.  We have seen some issues using Gmail because of googles log iin requirements, but they are manageable.  Generally we work with all popular IMAP or POP3 servers   We recommend AWS Work mail as an excellent solution.

How often does Dextr Check for Email Messages?  -  .   Dextr will check the server for the account configured every 60 seconds and route the email per the configuration. 

How does an Agent respond to an Email Message?

What happens if Dextr is down? – Because of our architecture we take full advantage of the AWS elasticity, resiliency and redundancy.  In the highly unlikely event that Dextr would fail, you would use your Amazon Connect CCP as a backup.

Does Dextr have a wallboard? – Each dashboard has its own wall board, but you can click the wall board mode on the dashboard and expand the real time metric display to full screen for display as a wall board.

Pricing Strategy

Dextr cost approximately .0065 a minute on a metered use basis.  However, nobody wants a metered rate, they don’t want to worry about Agents forgetting to log out.  We offer a prepaid rate discount for quarterly and annual prepayments as well.  We use a model of a 480 minute agent shift, a 4.1 week month and a 50 week year.  Dextr price runs from $65 to $42 a month per agent dashboard.

Do we pay for an Admin who only logs in periodically? – Generally you are invoiced for simultaneous log ins.   Say you have 50 agents.  Dextr will allow you to burst 10% for short periods of time to assist administration and temp worker increases.

Does Dextr have a reseller program? – Yes, Dextr has a revenue sharing program for both referrals and resellers.  Contact Dextr sales for details.