Q&A | August 13, 2026

How DXC OASIS is powering the workplace

Agentic AI is doing more than reshaping how we work; it's also reimagining how our workplaces operate. From the service desk to device management, agentic capabilities are the bedrock of a new era of managed services — not just another flashy feature in the IT stack, but the engine powering our workplaces. Governed AI agents are resolving issues before employees even notice them, ensuring people remain productive without a single ticket filed or a call placed.

This transformation demands a rewired mindset — one where enterprise leaders design workplace experiences around people, not shiny tools or rigid processes. DXC OASIS enables this shift.  This intelligent orchestration platform connects applications, unifies experiences, and gives leaders 360-degree visibility across complex IT environments.

This is the workplace of the future that Kelly Candler is building today.

As Global Offering Lead of Workplace & Business Process Services at DXC Technology, Kelly and her team are helping enterprise leaders around the world create more productive workplaces that result in higher employee engagement. The team recently introduced DXC Workplace Services, a people-centered, AI-native workplace offering that reimagines the digital workplace around employee outcomes rather than technology. The offering helps organizations improve productivity, strengthen employee experience, and optimize IT operations that maximize existing technology investments without adding more tools.  

In the following Q+A, Kelly explores how DXC Workplace Services is helping elevate the employee experience, what DXC OASIS means for IT teams and the leaders who manage them, and why the metrics that define workplace services success must evolve alongside the technology.

Q: How is agentic workforce support impacting employee productivity? What does this mean for the broader employee experience?

Kelly: With our agentic support capability, we're no longer asking employees to read outdated how-to articles or navigate frustrating self-service options when they have an IT issue. Instead, we're resolving issues through agents. Via chatbot or even by phone, these agents — supported by rich historical and real-time data — can quickly identify root causes and walk employees through steps to troubleshoot their issues quickly and effectively. In many cases, we won’t even need agents to directly support employees with fixes. Agents can proactively push fixes, detecting and resolving issues before employees are even aware something went wrong. There’s no ticket, disruption or downtime.

With agents, we're already seeing 50% of device issues resolved before employees ever notice them, and 60% fewer service desk calls.

Q: How does DXC OASIS help boost productivity and empower today’s workplaces?

Kelly: DXC OASIS is how we deliver agentic workplace services at scale. As the platform driving Human + agentic operations, it doesn't just give CIOs and workplace leaders visibility across their entire IT landscape — it brings that landscape to life. A company may have hundreds of thousands or even millions of devices. Are they all performing properly? Are particular support tickets consistently left unresolved? DXC OASIS offers not only an aggregated 30,000-foot view into data, metrics, and machines — it deploys agents to mine those insights and act on them. Agents built by DXC, by customers, or together.

I'm sometimes asked why enterprises need DXC OASIS when they already have a workplace suite. Each tool in that suite is great at what it does, it just can't see beyond its own walls. One looks at the device landscape. Another at collaboration. Connecting all of that into a unified, actionable view was frustratingly difficult, if not impossible — until now. DXC OASIS connects to the tools enterprises have invested in and adds intelligence where it’s missing, helping organizations increase the value of the platforms, devices, and services already in place.

Ultimately, enterprises should not have to choose between advancing business priorities, improving IT efficiency, and delivering a stronger employee experience. We designed DXC Workplace Services to achieve all three simultaneously by aligning workplace experiences to how employees work, elevating the power of orchestrating between workplace towers, and reducing friction across the entire environment.

Q: How do companies balance the technology shift of the workplace with the cultural one that must accompany it?

Kelly: Change management has historically focused on getting employees to shift their behavior to accommodate something new — a new tool, a new application, or a new process. Our vision for workplaces mirrors a five-star hotel experience: personalized, proactive, and built around the individual. We meet employees where they are and adapt to the channels they prefer. If they want to pick up a phone, we have agents for that. If they prefer a chat interface, we have agents for that. If they like to troubleshoot themselves, we have agents that walk them through the most current steps to resolve it the first time.

We design workplace experiences around people, aligning them to established workflows to reduce friction and support adoption from the outset, not the other way around.

We're already moving toward a reality where many of these channels become less relevant as issues are increasingly flagged and fixed before employees are even aware of them. For instance, imagine an agent detects a failing VPN connection, resolves it in the background and the employee never experiences a disruption. That’s the concierge model in action, anticipating needs rather than waiting for a request.

But none of that works without agentic orchestration underneath. Most enterprises have large legacy IT environments. When new tools are added, there are questions about whether they'll actually integrate. That confusion lands squarely on the service desk.

With DXC OASIS, we connect the threads between workplace tools, devices, systems, and networks. We understand what's going on across entire IT estates and, most importantly, dispatch agents to act within them. We can even recognize patterns within particular applications and collaborate with vendors to patch issues or eliminate them at the source.

Q: What does an agentic workplace mean for IT teams and how they work across their organizations?

Kelly: There's a lot of warranted attention on how the agentic workplace empowers employee experiences, and that extends to its impact on IT operators.

DXC OASIS removes the guesswork. Take an employee who is having access issues or email delays. Previously, IT teams would have to check each individual tool — is it the identity platform? No. Is it inbound email? No. Is it the network? No. With DXC OASIS, teams view the landscape holistically, immediately pinpoint the culprit, and coordinate with the employee before deploying an agent to fix it.

Think of the complexity in a global enterprise that may have hundreds of thousands or even millions of devices across dozens of countries. IT teams have specific device experience tools that provide a certain level of insight, but true visibility comes when they can link those endpoints with network telemetry, service desk tickets, and real-time data from every application in the stack. This doesn't just give IT teams a more complete picture — it elevates their role from signal chasers to system conductors. The result is a 40% reduction in operational complexity, freeing IT teams to focus on strategic work.

Q: Today’s workplaces require different metrics to measure successful agentic deployments — what do those look like?

Kelly: Traditionally, most organizations lean on Service Level Agreements — SLAs — to measure workplace support. What's the first call resolution? What's the ticket deflection rate? These are dated metrics for legacy workplaces, focused more on nudging employees toward self-service than actually solving their problem. Instead, DXC is also committing to Experience Level Agreements — XLAs — that map capabilities to specific business and employee experience outcomes.

One metric we're leaning heavily on is time to productivity — how quickly we return an employee to work once they reach out with an issue. Without the right data, this is a squishy metric, nearly impossible to track and a nightmare to measure. With DXC OASIS and our agentic support capability, we have the visibility and real-time analytics to show exactly when an employee connected with the service desk and the second they were back working again — and compare that to averages over a defined period. We’re returning 15+ hours of productivity to every employee each month, prioritizing outcomes and productivity. 

Q: Does zero-touch support risk greater frustration with fewer humans in the loop? How do companies strike a balance between increased automation and a human touch when it's required?

Kelly: This is exactly the ethos behind our Human+ model: AI alongside employees, not in place of them. Even for something as simple as a device reboot for a software upgrade, an agent should always seek permission before executing — whether it’s identifying the issue, explaining the steps it can take to resolve it, confirming the employee is comfortable, or finding the best time to restart.  Automation doesn't replace conversation. That balance is built on governance and guardrails that keep people behind the button — and conversational AI empathetic enough that employees never feel like they're talking to a machine.

Zero-touch shouldn't be misconstrued as zero-support. If an agent can't resolve the issue, there are clear runways to immediately escalate to a human — one who's already equipped with the full history so they can pick up exactly where the agent left off and get that employee back to work.

Q: Finish this sentence: agentic support in today’s workplaces will look…

Kelly: Invisible — for employees, it eventually won't be seen at all.