Customer engagement is your most direct line to loyalty, revenue and growth. DXC helps you deliver it at scale, with the right balance of people, technology and AI.
Contact centers are under more pressure than ever. Customers expect fast, reliable, omnichannel service across voice, chat, messaging and digital, while organizations face rising costs, growing compliance demands and the challenge of integrating AI without losing the human judgment that complex interactions require. Most enterprises struggle to scale quickly, keep service quality high and extract actionable insight from millions of customer conversations.
DXC delivers enterprise cloud contact center solutions that help organizations achieve better customer outcomes: improving resolution rates, reducing cost to serve, growing revenue through smarter engagement and meeting compliance obligations in regulated industries. Built on a cloud-native platform running on Amazon Connect and backed by more than 35 years of contact center expertise, DXC manages more than 250 million customer interactions annually for organizations in insurance, banking, automotive, retail, healthcare and the public sector.
DXC deployed a fully Spanish-language voice and digital helpdesk for one of Argentina's largest private banks, giving every employee instant, native-language IT support. As the bank expanded across 50+ new branches, employee satisfaction held at 99% throughout.
Amazon Connect helps DXC transform its own contact centers, providing the agility and scalability needed to deliver a better digital customer experience. The platform DXC offers clients is the platform it runs itself.
A leading US automobile club federation needed its contact center to handle peak roadside demand reliably, first time. DXC implemented a cloud contact center with AI-powered voice recognition, achieving 80%+ accuracy from launch and 90%+ customer satisfaction across thousands of member interactions.
When warranty calls mean downtime for fleets, speed matters. DXC deployed AI analytics and GenAI Agent Assist for a leading US heavy vehicles OEM, cutting handling time by 8%, accelerating answer speed by 34%, and driving 90%+ dealer satisfaction.
A platform-as-a-service offering for organizations that want to modernize their contact center technology while keeping their own people. Built on AWS serverless architecture, it integrates telephony, messaging, email, storage and analytics under a single contract, replacing multiple vendors with one cloud-based contact center platform and one commercial relationship.
At the core is a multi-agent orchestration engine that decides, in real time, how each interaction should be handled — routing between AI agents and human agents based on caller intent, sentiment, complexity and regulatory requirements. Human agents are supported by generative AI tools including Agent Assist and voice-to-voice translation, so every interaction gets the right blend of customer experience automation (CXA) and human judgment.
An end-to-end package combining DXC’s Cloud Contact Center platform with DXC's global workforce, including agents, supervisors, business analysts and trainers. Operations span 28 languages with an 8,000-agent footprint and 99% of agents enabled for remote work. Workforce engagement programs, including quality management, coaching and continuous training, keep agent performance high as operations scale.
Engagement models are flexible: people-only staff augmentation, people plus technology or fully managed. If you have already invested in your own technology platform, DXC's managed services workforce can deploy and operate directly on top of it.
DXC and AWS executives discuss the power of combining AWS' technology and DXC's decades of contact center experience to change what’s possible for enterprise customers, including delivering reports that uncover themes behind customer interactions so they can take preventative actions as well as point to new business opportunities.
DXC combines a battle-tested platform, production-grade AI and decades of operating experience to deliver contact center outcomes other providers can only promise.
Originally developed by DXC to migrate its own customer accounts to Amazon Connect, the Cloud Contact Center platform was proven internally before ever being offered to clients. The platform DXC sells is the platform DXC runs.
The platform is built and governed within DXC's Xponential Framework — our structured approach to helping organizations move from AI vision to value. It is also integrated into DXC OASIS, our operating model for IT estate management.
Generative AI Assistants, autonomous agentic agents, AI-powered voice-to-voice translation and conversational analytics, as well as intelligent routing, are in production today.
Three decades of contact center technology expertise power standardized, automated implementation processes that deliver functional solutions in three to six months. Operating at scale, we manage 250 million+ customer interactions annually for 225+ clients.
DXC's internal Office of AI sets the guidelines, protocols and policies that combine agentic AI with human expertise, and frontier capabilities are proven in isolated environments before scaling to production. Robust security measures govern every deployment to protect customer data.
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Pre-built industry templates and assets for banking, insurance, automotive, retail and the public sector accelerate deployment and embed domain compliance from day one.
DXC has been named a Leader by ISG, a leading global technology research and advisory firm, in its ISG Provider Lens® AWS Ecosystem Partners study across the US, APAC, Germany, and the UK.
Conversational AI automates customer service and consumer for insurers, providing capabilities to grow customer conversion, and improve IVR authentication and call routing.
Make sure your digital agents are delivering value and customer service satisfaction right out of the gate.
DXC Contact Center Experience delivers end-to-end enterprise cloud contact center solutions for organizations that want to modernize how they manage customer interactions, at scale, across all channels.
Managed Services Contact Center combines DXC's global workforce with its cloud technology platform. DXC Cloud Contact Center is a standalone platform-as-a-service offering for organizations that want to keep their own teams.
Both are built on DXC's Cloud Contact Center platform, which runs on Amazon Connect, is listed on the AWS Marketplace and is certified by AWS as a well-architected solution. The platform unifies voice, email, chat, messaging and social channels with AI capabilities including generative AI Agent Assist, intelligent routing and conversational analytics.
Yes. If your organization has already invested in its own contact center technology, DXC's managed services workforce can deploy and operate directly on top of your platform rather than requiring a migration.
This flexibility means the decision to outsource operations and the decision to change technology can be made independently. Many organizations begin with DXC running operations on their existing estate, then evaluate the DXC Cloud Contact Center platform as legacy systems reach end of life.
Where clients do adopt DXC's platform, the workforce and the technology are designed together: agents work in a unified desktop with real-time AI assistance and operational insights flow into quarterly business reviews, and autonomous AI agents handle lower complexity contacts while complex contacts get a human touch assisted by AI.
A standardized implementation delivers a functional solution in three to six months, with a working minimum viable product typically available in under two months.
This speed comes from more than 35 years of contact center configuration experience, codified into standardized, automated implementation processes. Migrations are designed for zero business disruption, with rapid deployment that avoids the complexity of replacing on-premise contact centers wholesale. As an example, a large life insurance organization moved from legacy infrastructure to the platform without interrupting service, gaining a consumption-based commercial model in the process.
After go-live, operations are supported 24/7/365 by DXC's dedicated DXC Cloud Contact Center help desk and tier-2/3 engineering teams, and backed by AWS Tier 4 vendor support engineering teams.
AI is in production across DXC's contact center operations today. Generative AI Assistants give agents real-time answers drawn from secure knowledge bases. Intelligent routing reads caller intent and directs each customer to the best available agent.
Autonomous digital agents handle self-service across channels, AI voice-to-voice translation lets English-speaking agents support low-volume languages in real time and conversational summaries condense long calls into concise notes while analytics review every conversation for quality and compliance.
The measured impact: AI and automation improve agent productivity by 25 to 30 percent; clients see up to 50 percent digital deflection on average; and AI-assisted onboarding reduces new agent ramp-up time by 20 to 30 percent.
DXC's automation layer maintains continuity across your systems of record throughout every interaction, so nothing is lost as customers move between AI and human agents.
DXC's internal Office of AI establishes the guidelines, protocols and policies used to maximize AI benefits while minimizing potential harm, and these govern every contact center AI deployment.
New and frontier AI capabilities are proven in isolated environments before they are allowed to scale into general production, so clients adopt innovation at a pace their risk and compliance requirements allow. Human oversight is built into the operating model: DXC's approach is AI-first with people in the loop, with human agents handling complex cases and AI handling consistency and personalization.
For regulated industries, AI conversational analytics reviews every conversation against automated compliance rules, driving regulatory and quality compliance past 95 percent. That platform’s security architecture – including encryption in transit and at rest, multi-factor authentication and role-based access control – is built to meet the requirements of banking, insurance and public sector clients.
Start with delivery model flexibility: Can the provider offer a full managed service, a technology-only platform and the ability to move between them, including operating on your existing technology if needed?
Then examine AI substance over claims. Ask for production evidence: how many clients and agents actually use the provider's AI capabilities, what measured productivity and deflection results exist, and how AI is governed for compliance in regulated industries. Implementation risk matters too: look for standardized processes, realistic timelines and a track record of zero-disruption migrations.
Finally, weigh platform foundations. A provider building on hyper-scaler infrastructure with deep certification, marketplace presence and architectural accreditation offers more durable scalability than proprietary or legacy alternatives, and the strong customer support infrastructure to back it.
Accelerate your return on investment by using our industry blueprints that improve automation, compliance and customer satisfaction for banking & financial services, insurance, automotive, retail, public sector and healthcare.
