DXC Creates a Data-Driven Contact Center Solution Based on Amazon Connect

S. Soh

Summary Bullets:

  • There are opportunities for service providers to partner with hyperscale cloud providers to develop differentiated offerings; DXC’s contact center based on Amazon Connect is an example.
  • Cloud providers need to work with IT services providers with strong business and technical capabilities to accelerate the adoption of their services.

Hyperscalers such as Alibaba Cloud, Amazon Web Services (AWS), Google Cloud, and Microsoft Azure have developed a broad set of products and services to help enterprises transform their IT and become more efficient. However, they do not have many engineers and solution architects running around to help every enterprise deploy their technology, particularly if integration work is required. The hyperscalers are not in the business of helping customers integrate their solutions with existing applications. This opens up opportunities for service providers to develop managed cloud services through partnerships with hyperscalers and build expertise in both implementing solutions in different cloud environments and managing them.

Some service providers now claim to have thousands of certified professionals that can deliver and manage different cloud services, DXC being one of them. DXC now has to look for ways it can differentiate in a market that is becoming increasingly crowded. AWS is one of DXC’s 15 strategic partners, and in August 2018, DXC introduced a global DXC-AWS Integrated Practice to help global Fortune 1000 companies that have a mandate to use public cloud resources to support operationally important applications but have limited internal cloud expertise. The company has also identified developing a cloud-based contact center solution built around AWS Connect as an area where it has some unique advantages. While there are service providers that are offering AWS Connect (e.g., Tata Communications and NTT Communications in Japan), DXC is delivering a solution that brings together different elements to help enterprises automate workflows and enhance their customer engagement.

The cloud-based contact center solution was co-created with Munich Re in Australia. Munich Re is a global insurance company and existing DXC customer. The insurance firm was looking for a contact center solution that could offer personalized services while also meeting compliance requirements. Munich Re has a unique set of challenges, including the need to route calls to a call center in Sydney that serves customers in three countries supporting different languages. It also needed to develop a data-driven contact center solution that could deliver more personalized customer experiences. To meet Munich Re’s requirements, DXC developed a solution using AWS Connect as the core contact center solution to provide call routing functions, outbound calling, and CRM integration. DXC also leveraged other AWS technologies to deliver the right business outcomes. For example, it is using AWS Lambda and DynamoDB to trigger localized greetings for customers in each country, Amazon Lex (the technology behind Alexa) to build a natural language chatbot, Amazon Translate to translate different languages, Amazon Transcribe (speech-to-text capability) to search and analyze call recordings for compliance purposes, and Amazon Polly for text-to-speech in different languages. Since the customer and call data is stored in AWS S3 Data Lake, there are also opportunities to perform further customer analysis using tools such as Amazon Comprehend for sentiment analysis.

While a lot can be achieved within AWS cloud, most enterprises have a need to integrate the contact center solution with existing CRM applications, service management tools, and other third-party solutions (e.g., workforce management). AWS already has a list of technology partners that have built integration between their products and AWS Connect (e.g., Verint, NICE, RingCentral, Salesforce, and Zendesk). Besides leveraging AWS’ partner ecosystem, DXC also has strong expertise in Oracle, Salesforce, Microsoft, and ServiceNow to carry out the necessary integration and to automate workflows. However, there are competitors such as Accenture, Cognizant, and TCS that are also building contact center solutions for customers using Amazon Connect and integrating with existing applications and new capabilities (e.g., AI and AR/VR). DXC sets itself apart with its industry IP (intellectual property). The IT services provider has a strong insurance practice that includes software IP through the acquisition of companies such as Xchanging and the ability to deliver business process services (BPS) to insurance firms (e.g., closed-book policy management, policy administration, and claims management). DXC is able to embed its contact center solution with insurance firms’ work processes and systems.

While there are various cloud-based contact center solutions in the market, many large enterprises still keep their contact center solution on-premises. Some companies require their contact center to be hosted locally for compliance reasons, and Amazon Connect may not fit the bill in places where there is no AWS Region. The good news is that enterprises are warming up to cloud-based solutions, particularly around the economics. Deploying DXC’s Amazon-based solution requires no CapEx, and customers can try it or deploy it in one part of their business and scale it gradually. In the case of AWS, it is possible to develop a powerful contact center platform. After all, Amazon uses it for its own customer service center, which handles a high volume of customer interactions. However, Amazon needs an ecosystem of partners that can piece together the relevant technologies to create a solution that meets the unique needs of each customer. This also underscores the strong dependency of cloud service adoption on partners with strong business and technical capabilities.

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