Cloud-first digital customer engagement transformation

DXC Technology was engaged by a large regionally-based life insurance organisation, to design and implement its core foundational infrastructure programs, modernise its technology environment and to establish a consumption-based IT business model.

Business challenges

Fundamental to the project was the need to create a distinct customer engagement platform that was better aligned to the organisation’s principles of consumption-based operating expense, the elimination of fixed costs and technical debt, and the provision of a contemporary customer engagement experience enabled by modern technology, such as cloud-based operations, artificial intelligence (AI), and flexibly configured application content that could be deployed at pace and at scale.

In today’s life insurance market, carriers are also tackling the increasing burden of regulatory oversight and reporting and are challenged to find ways to minimise compliance cost through automation.

To meet their needs, the life insurance organisation required a robust solution construct that could:

• Deliver a contemporary customer experience that enabled customer interaction

• Provide flexibility to accommodate variations in scale

• Provide integration to modern workforce management requirements

• Introduce new and measurable business benefits to optimise contact centre operations

• Eliminate fixed cost operations and the accumulation of technical debt

• Transition to a variable consumption cost basis

• Provide a foundation of investment in the inclusion of modern technologies

Solution

To initiate the program, DXC conducted discovery workshops with the organisation’s business management and system users to understand the long-term goals, technical and business requirements and implementation objectives for the company’s contact centre operations across Australia and New Zealand. The life insurer identified its required benefits, which included improved customer experience, compliance measurement, and financial performance through a variable consumption model.

DXC proposed the Adaptive Customer Excellence (ACE) solution given its rapid time to value, scalability, cost-effective consumption pricing and enhanced functionality compared to the current and alternative platforms.

ACE offered considerable ‘pre-packaged’ benefits, such as a seamless customer experience across voice and chat via the Amazon Connect telephony suite, automated call quality monitoring for compliance and regulatory obligations, automated call transcription, and real-time personalisation of customer conversations.

The solution, based on Amazon Connect, offered substantial new functionality in a modern cloud environment with consumption-based service and integration with the organisation’s legacy systems for a unique and vastly improved customer and agent experience.

With an increase in regulatory oversight across the financial services markets, customer interactions must always be measured for compliant contact. The solution introduced an automated quality assurance tool specific to life insurance, leveraging AI-powered speech recognition and analytics.

The entire solution is hosted on an AWS cloud platform that provides the scale to adapt to consumption pattern changes as required, and to present in an entirely variable consumption cost framework.

Collaborating for success

DXC and AWS have combined the scale of their global operations, technology expertise and deep insurance practice knowledge to deliver a level of innovation in customer experience and performance efficiency that is unique across the industry. The life insurance organisation is enjoying the benefits this combined scale brings in delivering a uniquely optimised and modern customer engagement outcome.

As early adopters of the technology and the first to implement Amazon Connect in the insurance industry, the organisation has achieved an improved customer experience that can be consumed on a variable cost basis with the foundation now laid for complete digital transformation.

DXC leveraged the power of Amazon Connect and integrated the life insurer’s existing core systems to seamlessly create a cloud-based customer contact solution which is transforming the organisation’s customer and agent experience. The modern platform also allows flexible remote working by agents, catering to emergencies and paving the way for a future where people work from anywhere with reduced physical office space needed.

Customer experience is personalised, and the efficiency of customer interactions improved through better call routing, reduced wait times, enhanced queue escalations, smoother transfers between agents, and real-time data from core systems anticipating customer needs and helping resolve issues faster.

DXC leveraged its expertise in the insurance industry, its deep knowledge of the life insurance organisation’s business, and AWS IP to considerably improve call centre operations.

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