Managed Service & Support

Go-Live Was Day One. This Is Everything After.

Ongoing monitoring, tuning, and coaching.

A deployment does not stop needing attention once it goes live. Queues drift, call flows need adjusting, and someone has to be watching the dashboard when volume spikes. Whether you want backup by the hour or a partner who runs the whole environment, here is exactly what that looks like.

Book a Strategy Call Compare Support Options

$225/hr: On-demand technical support, no contract required
20%: Flat fee on our AWS pay-as-you-go managed service
2017: Supporting Amazon Connect deployments exclusively since

Support engineer, administrator, and customer connected through monitoring and coaching

Standard Consulting Partner since 2017

Two Ways to Get Support

Pick the level of hands-on help you actually need

Most teams do not need the same level of support the week after launch as they did on day one. Here is what each option actually includes, so you can pick honestly instead of guessing.

Pay As You Go

On-Demand Technical Support

Hourly backup for a team that runs its own Amazon Connect environment day to day: configuration changes, troubleshooting, a new call flow, or a second set of eyes before a change goes live.

$225 per hour, billed per request
10-hour block available at a discount: $1,500 instead of $2,250
Prepaid ticket holders are served first, all other requests handled best effort

Buy Support Hours

We Run It For You

AWS Managed Service

DrVoIP configures, deploys, maintains, and supports your entire Amazon Connect environment on an ongoing basis, so nobody on your team has to become an AWS administrator.

Billed at AWS's own pay-as-you-go usage rate, plus a flat 20% management fee
Requires maintaining a balance equal to your average two-month contact center cost
Covers configuration, deployment, maintenance, and support as your needs change

Talk Through Managed Service

Monitoring, Coaching & Tuning

What “ongoing” actually looks like

All three run through Dextr, DrVoIP's own dashboard for Amazon Connect: real-time queue and agent metrics in a single pane of glass instead of a dozen open tabs.

Monitor

Real-time visibility into every queue

Dextr provides real-time updates on queue metrics, with agents typically seeing the performance of their own team while supervisors get a global view across every queue.

Coach

Live call coaching, built into the dashboard

Supervisor permissions let a manager monitor a call, coach an agent by whispering in their ear, or barge in directly, all from the same screen used for queue metrics, no separate tool required.

TuneAvailable as an add-on

Quality scoring that points at what to fix

As an add-on, automatic call summaries and quality scoring surface escalation patterns and coaching opportunities, with dashboards aligned to handle time, first contact resolution, containment, and customer satisfaction.

Real Client Relationships

What clients say about what happens after go-live

A deployment gets judged by what happens in the months after, not the week of. Here is what two clients said about working with DrVoIP once their migration was done.

“DrVoIP has taken a very hands on approach to implementing our needs as we work to develop a replacement helpdesk solution. Our Helpdesk staff is very particular in their demands and DrVoIP has shown great flexibility in producing or adapting solutions to meet these. Additionally they provide regular status updates are always available to hop on a conference call to hash out any issues.”

Brian CoxIT Director, ASMR

“The cost savings of moving to AWS Connect has been huge and we look forward to a continued relationship with DrVoIP and taking advantage of new features in Connect!”

Sean KennedyIT Manager, FMG Suites

Read the full FMG Suites and ASMR case studies ›

Talk To Us

Figure out which support path actually fits

Book a short call and we will look at how you are running today, and whether on-demand support or a fully managed service makes more sense for where you are right now.

Book a Strategy Call

Common Questions

Frequently asked questions

What is the difference between on-demand support and the managed service option?

On-demand support is hourly help for a team that runs its own Amazon Connect environment day to day: configuration changes, troubleshooting, a second set of eyes before a change goes live. The managed service option is DrVoIP configuring, deploying, maintaining, and supporting the entire environment on an ongoing basis, billed at AWS's own usage rate plus a flat management fee.

How fast do you respond to a support request?

Prepaid ticket holders are served first, and all other requests are handled best effort. In practice that generally means a response within a few hours during normal business hours, not a guaranteed round-the-clock SLA.

What does “coaching” actually mean on this page?

It is a live capability built into our Dextr dashboard, not a training curriculum we deliver separately. Supervisor permissions let a manager monitor a call, coach an agent by whispering in their ear, or barge in directly, all from the same screen used for real-time queue metrics.

Do we have to use Dextr, or can we use Amazon Connect's own reporting?

You can use either. Amazon Connect's native reporting works out of the box. Dextr is DrVoIP's own dashboard layered on top of it, built for supervisors who want real-time queue and agent metrics, historical reporting, and coaching tools in a single screen instead of several.

Is managed service required after a Quickstart or migration?

No. Plenty of teams run their own environment day to day and call us by the hour when they need backup. Managed service is for teams who would rather hand the platform to DrVoIP entirely.

More on monitoring, coaching & support

Dextr has a new Agent Performance Widget!

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New agent performance management widget update for the Dextr dashboard is now available!

Dextr adds Global Quick Connects for Amazon Call Centers!

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Dextr Quick Connects Dextr has always had a “directory” service that enabled agents to transfer callers in and out of the Amazon Connect instance, typically to the company PBX. Dextr now makes it possible to add contacts to the…

Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!

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Amazon Connect Historical Reporting and Query Language!

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Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect. A new ICON has been added to the dashboard navigation panel, when clicked brings you into the Historical report generator. …

Customer Service by the Numbers - brightmetrics!

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In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts…

Top 5 Trends Transforming your Contact Center!

Business Managers, Company & Perspectives, Industry Perspectives

The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react. Most contact centers are still using 1990 thinking in a 2020 world! The adoption rate of Smartphones,…

A look at the agent performance widget inside Dextr, DrVoIP's own real-time dashboard for Amazon Connect supervisors.

How a shared directory of quick connects cuts out a painful manual setup step for every agent and queue.

Why DrVoIP built its own agent dashboard on top of the standard Amazon Connect softphone, and what it adds for supervisors.

Inside Dextr's historical reporting engine: queue and agent metrics, MOS quality scores, and exportable, scheduled reports.

Why key performance indicators, not gut feel, should decide what gets fixed in a contact center.

Five shifts in customer expectations that turn a contact center run on 1990s habits into a liability.

Dextr Has a New Agent Performance Widget

Dextr Adds Global Quick Connects for Amazon Call Centers

A Customized Agent Dashboard for Amazon Connect

Amazon Connect Historical Reporting and Query Language

Customer Service by the Numbers, brightmetrics

Top 5 Trends Transforming Your Contact Center

Dextr Dashboard

Reporting

Metrics

Strategy

Ready for someone else to watch the queue?

Book a strategy call and we will map your current support needs against on-demand hours or the managed service option, so you know exactly what ongoing support costs before you commit.