Integrated Contact Centre for COVID-19

Meet high volume call demands during the COVID-19 pandemic.

This solution enables organisations to quickly and resourcefully triage calls based off predetermined criteria, allowing agents to focus on high priority calls.

Quickly, efficiently and securely meet the business challenges of COVID-19 by enhancing the ways you interact with your customers. By implementing a cloud-based contact centre service response bot, any business can deliver better customer service at a lower cost.

Extensive experience, extensive capabilities

DXC has deep experience in designing, implementing and managing contact centres. We use an agile, human centred design approach. Our combined team of user experience (UX), customer experience (CX) and contact centre experts and developers will work with you and place your objectives firmly at the centre of approach.

For an end-to-end CX solution fully integrated with your business, DXC combines the expertise of its dedicated practices specialising in AWS, SAP, Salesforce, ServiceNow, Oracle and Microsoft Dynamics.

Adaptive Customer Excellence

Delivered jointly with AWS, DXC’s Integrated Contact Centre Solution helps organisations across Australia and New Zealand deploy these response bots to their customer contact centres and internal helpdesks.

The Integrated Contact Centre Solution can help you:

• Enable effective self-service for voice, SMS, messenger, and email interactions to resolve issues-fast.
• Reduce customer wait times and implement smooth transfers between agents, so customers don't need to repeat themselves.
• Easily configure and deploy rapid response bots into existing systems.
• Take advantage of a cost effective solution to meet today’s demands with no lock in contracts.
• Easily scale up or down to meet your needs.

DXC deploys integrated contact centres to enable your customers immediate access to the information they require. The solution delivered by DXC and Genesys overcomes the transformation challenges traditional contact centres may have, by:

• Implementing 24/7 self-service options through voice, chat, and social.
• Customising triage to reduced call waiting times, increase agent productivity and smooth transfers between agents.
• Blending and following conversations across multiple technology channels.
• Personalising customer experiences with real-time data from your core systems.
• Providing insightful reporting for greater management control.

In designing your AI-enabled platform, DXC will ensure a positive customer experience – leading to ongoing customer loyalty and advocacy.

DXC is well positioned to deliver these services in the COVID-19 pandemic as this solution can scale out or in to meet your needs as required for the future.