Mobilizing Field Operations at Scale

How Vixxo unified field engineers and dispatch with Mobile Connect for Amazon Connect

Vixxo is a leader in facilities management, servicing thousands of commercial, industrial, and retail locations across North America. They specialize in end-to-end asset management and maintenance operations for large-scale brands across restaurant, retail, convenience, and grocery sectors.

Challenge

Vixxo manages a large network of technicians, suppliers, and client locations, with a 24/7 service operation. Before Mobile Connect, they faced:

Communication Fragmentation: Field technicians often used personal phones to contact dispatch or clients, making it hard to track interactions.
Lack of Mobility: Supervisors and dispatchers were tied to desk phones or VPN-heavy setups, limiting responsiveness.
Delayed Escalations: Field teams had no seamless way to escalate customer concerns or issues to supervisors while on-site.

Solution

By integrating Mobile Connect with their existing Amazon Connect’s Contact Control Panel, Vixxo achieved a mobile-first transformation of their service operations. Key capabilities included:

Unified Call Handling on Mobile: Field technicians and supervisors can now make and receive work-related calls directly from their smartphones — all routed through Amazon Connect.
Seamless Outbound Contact: Teams can initiate calls from job tickets or CRM records via Mobile Connect, with CLI masking and customer context.
Real-time Recording & Transcription: All calls made through Mobile Connect are logged, recorded, and transcribed, providing full audit trails and compliance adherence — even on mobile.
Integrated Escalation & Supervision: Technicians in the field can escalate issues to supervisors instantly, who can join or monitor calls via Amazon Connect tools.

Results

Faster response time to customer issues from field teams
100% call traceability from field to contact center
Improved technician satisfaction with simple, modern mobile tools
Increased customer satisfaction, driven by quicker resolutions and professional communication

Mobile Connect fundamentally transformed the way Vixxo communicates by bridging the gap between the field and the contact center. It enabled real-time, secure, and fully traceable communication from any mobile device, allowing technicians, dispatchers, and supervisors to stay connected without being tied to a desk or separate hardware.