Why Cloud Services

The Infrastructure Behind Every Call, Chat, and Integration.

The full stack engineering behind your communication systems.

DrVoIP didn't start as a software shop that added telephony later. We started in telecom infrastructure in 2008 and moved the practice exclusively onto Amazon Connect and AWS in 2017. Cloud Services is where that engineering background shows up: the networking, security, and custom software work that sits underneath every contact center we build, not sold as a separate product bolted on top.

Request the Fit CheckSee the Disciplines
2017
AWS Consulting Partner since
100+
Amazon Connect deployments this infrastructure supports
5
Disciplines under one roof: network, telephony, security, software, integration
Networking, security, and software engineering supporting an Amazon Connect contact center

Standard Consulting Partner since 2017

What Full Stack Actually Means

Five disciplines, the same engineers

Not a wall of buzzwords. This is the same short list we walk clients through before scoping anything, and it's the reason a single team can own a project end to end.

Network Engineering

Connectivity, latency, and uptime engineered for hosted phone systems and call centers, not a generic office network.

Telephony & Contact Center Infrastructure

Hosted phone systems and call centers built for voice quality and intelligent routing, the discipline DrVoIP started on in 2008.

Security & Hardening

Encryption, firewalls, and hardening applied to every layer of your communication systems, not bolted on after the fact.

Custom Software Engineering

Purpose-built applications when an off-the-shelf tool doesn't fit, the same engineering behind Dextr, DrVoIP's own dashboard product.

Application Integration

Your CRM, ticketing, and business systems connected to your communication stack, not left running in isolation.

Where This Actually Shows Up

  • Lambda, Kinesis, DynamoDB, and S3 behind FMG Suites' custom monitoring and coaching tools
  • A custom CCP built around Zoho, Freshdesk, or SugarCRM when there's no native connector
  • Warm port migrations that keep a legacy system live as a fallback through cutover
  • AWS Managed Service: configuration, deployment, maintenance, and support, billed at AWS's own rate plus a flat fee

Engineering, Not Just Configuration

Four real builds, not a capabilities slide

This is what "custom engineering" has actually meant for real clients, not a theoretical list of AWS services we could technically use.

Real Build

After-hours text routing to on-call staff

Built on Lambda, DynamoDB, Pinpoint, and SNS, so an after-hours call reaches the right person by text instead of going to voicemail. Built for FMG Suites, a real, named client.

Real Build

Custom agent monitoring, coaching, and recording

Lambda, Kinesis, DynamoDB, and S3 power the dashboards a 40+ agent team uses every day, the same architecture behind FMG Suites' Amazon Connect deployment.

Real Integration

A CCP built around a CRM with no native connector

When Zoho, Freshdesk, or SugarCRM doesn't have an off-the-shelf integration, we build the Contact Control Panel around that CRM's REST API instead of asking a client to switch platforms.

Real Migration

A warm port cutover, not a risky hard switch

Temporary numbers go live on the new platform during design and testing, and the legacy system stays on as a fallback until it's proven, not needed the day of go live.


How An Engagement Runs

Assess, design, build, support

The same sequence whether the work is a network review, a custom integration, or a full migration, so nothing gets scoped on a guess.

  1. 1

    Assess

    We review your current network, security posture, and the systems that need to talk to your contact center.

  2. 2

    Design

    Architecture decisions get made before code does: what's native AWS, what's custom, and what runs as managed service.

  3. 3

    Build

    Lambda, Kinesis, DynamoDB, S3, and REST API integrations, scoped and quoted like everything else we build.

  4. 4

    Support

    Ongoing monitoring and maintenance through AWS Managed Service, not a one-time handoff after go live.

Talk It Through First

Schedule a Cloud Services Fit Check

Tell us what's running today, network, security, CRM, or a legacy phone system, and we'll tell you honestly where custom engineering actually helps.

Schedule a Cloud Services Fit Check

Proof, Not Hype

Built by engineers, not just configured by consultants

How this actually ships, not a theoretical architecture slide.

Real Build

Custom monitoring, coaching, and recording, running for a real 40-agent contact center

Lambda, Kinesis, DynamoDB, and S3 power the tools DrVoIP built for FMG Suites, a real, named client, not a case study composite.

Real Integration

A custom CCP for the CRMs that don't have a native connector

When Zoho, Freshdesk, or SugarCRM doesn't have an off-the-shelf Amazon Connect integration, we build the Contact Control Panel around your CRM's REST API instead of asking you to switch platforms.

Certifications

AWS Certified Generative AI Developer – Professional badge
AWS Certified Machine Learning Engineer – Associate badge
AWS Certified AI Practitioner – Foundational badge

“He provided remediation for a VoIP implementation with major call quality and reliability issues, bringing it to a consistent 99.995% call quality and availability.”

Harsha PattnaikGlobal Technology Director, Cloud, Data Center, Security and Network Engineering

“DrVoIP and team are very knowledgeable on AWS and specifically in our case the Connect product. The cost savings of moving to AWS Connect has been huge.”

Sean KennedyIT Manager, FMG Suites

“His expertise and strategic thinking has allowed us to create a world class contact center. He is the BEST investment we've ever made.”

Peri SmithSr. Director, Contact Centers

Where This Fits In What We Build

Cloud Services isn't a separate product, it's underneath everything

Several of these disciplines already have their own dedicated page. Here's exactly where they live.

Network & Security Hardening

Security & Hardening in practice: assessments, firewalls, and VPN configuration.

Explore ›

Cloud & Virtualization Migration

Where your infrastructure actually runs: AWS, VMware, Hyper-V, or a hybrid of both.

Explore ›

CRM Integrations

A CCP built around the CRM you already run: Salesforce, Zendesk, Zoho, and more.

Explore ›

Custom Application & Integration Development

Custom software engineering in practice: Lambda functions, custom dashboards, and integrations with whatever isn't a CRM.

Explore ›

Migration From Legacy Systems

Moving your phone system platform: a warm port cutover that keeps your old system live as a fallback.

Explore ›

Phone System Support & Maintenance

Ongoing support for whatever you're running, ShoreTel, Cisco, or Amazon Connect, on or off the cloud.

Explore ›

Managed Service & Support

Ongoing configuration, monitoring, and Dextr-dashboard coaching for teams already running Amazon Connect.

Explore ›


Common Questions

Frequently asked questions

Both, by design. We started in telecom infrastructure in 2008 and moved the practice exclusively onto Amazon Connect and AWS in 2017. Cloud Services is the networking, security, and custom software engineering that sits underneath every contact center we build, not a separate line of business.

Purpose-built applications when an off-the-shelf tool doesn't fit: a custom Contact Control Panel for a CRM with no native connector, Lambda functions behind a dashboard, or after-hours notification routing through DynamoDB, Pinpoint, and SNS. Real examples we've shipped, not a generic "we can build anything" claim.

We look at the network and security layer your contact center depends on, encryption, firewalls, and hardening, because a contact center is only as reliable as the infrastructure underneath it.

Yes. Data center migration, VoIP deployment, and hybrid AWS architecture are all part of this discipline. Most engagements do lead toward Amazon Connect, since that's where our deepest expertise sits, but the infrastructure work stands on its own.

The same honest, itemized way as everything else we build. Add-on engineering like Lambda functions, DynamoDB, or custom integrations is scoped and quoted per project, and ongoing support runs through AWS Managed Service at AWS's own usage rate plus a flat management fee.


Further Reading

More on custom engineering and Amazon Connect

Multichannel contact center icons

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

, , ,
AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft…
Dextr contact center metrics dashboard

Amazon Connect & Dextr now support Chat

, , ,
Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience management tool.  Being able to integrate your website with a ChatBot is even more powerful, but imagine the…
AWS search services options illustration

The DrVoIP AWS "Search Solutions" Guide

, , ,
which search service should I use One of the most common questions we hear from clients building on AWS especially those exploring generative AI is which search service should I use? AWS offers four distinct search and query services, each…

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

Connecting Salesforce, Zoho, and other CRM platforms to a custom agent softphone interface.

How a chat session on your website can escalate to a live voice call without losing context.

A guide to the AWS services that make enterprise search and knowledge retrieval practical to deploy.

A Customized Agent Dashboard for Amazon Connect

Amazon Connect CRM Integrations and Custom Phone (CCP)

Amazon Connect and Dextr Now Support Chat

The DrVoIP AWS Search Solutions Guide

Dextr Dashboard

CRM Integration

Chat

Cloud Services

Visit the Blog

Ready to see the engineering behind your contact center?

Tell us what's running today, network, security, CRM, or a legacy phone system, and we'll show you honestly where custom engineering actually helps.

Schedule a Cloud Services Fit Check
844-4DrVoIP (844-437-8647)grace@drvoip.com

DrVoIP logo

Building cloud communications and contact center solutions since 2008.

DrVoIP on YouTube
Peter Buswell on LinkedIn

Services

Amazon Connect
AI Solutions
Cloud Services
Case Studies

Company

About Peter
Resources
Blog
Contact

Talk to us

844-4DrVoIP
grace@drvoip.com

© 2026 DrVoIP. All rights reserved.