DXC Cloud Contact Center 2.0

CCC 2.0 is industry -grade built upon AWS’s Amazon Connect foundation and integrates the best of DXC, AWS and other partner capabilities. CCC 2.0’s AI Orchestration engine is driven by rules such as caller sentiment, interaction type, customer profile, real-time complexity analysis, regulatory requirements etc. and makes “on-the fly” decisions to orchestrate the interaction across AI and human agents. Integral to the Orchestration Engine is the voice engine that combines AI outcomes with a Human voice to deliver human-like experience to the users. AI agents are designed and built using Amazon Bedrock AgentCore technologies and Amazon Nova Sonic integration with Amazon Connect. Human agents are also supplemented by AI technologies such as Amazon Q based Retrieval Augmented Generative AI agent assist and Amazon’s voice to Voice translation capability. DXC partner capabilities in the areas of agent accent neutralisation and voice to voice translation are also part of the solution. DXC’s automation suite ensures that systems of records and transactions are seamlessly maintained across customer journeys. Real Time and Post conversation Analytics are built in to the solution using Amazon Connect’s Contact Lens which not only provides critical inputs to the AI orchestration engine but also helps drive quality and compliance across AI and Human interactions. The solution is designed as per DXC OASIS– which is a managed services operating model and intelligent orchestration platform that brings human judgment and agentic AI together to run mission critical IT operations in real time across the entire IT estate. The solution is in alignment with and governed by DXC’s Exponential Framework, which is a structured approach that helps organizations rapidly modernize and innovate by combining digital engineering, cloud, data, AI, and industry expertise to deliver measurable business outcomes at scale.

DXC’s CCC Solution uses the following AWS services. • Amazon Connect • Amazon Bedrock AgentCore • Amazon Nova Sonic • Amazon Bedrock (Gen AI) • Amazon Connect Contact Lens • Amazon OpenSearch (Analytics) • Amazon Kinesis Data Streams • Amazon Cognito • Amazon Polly • Amazon DynamoDB • AWS Key Management Service (KMS) • AWS Lambda • Amazon CloudFront • Amazon Route 53 • AWS Certificate Manager (ACM) • Amazon Simple Email Service (SES) • Amazon Simple Notification Service (SNS) • Amazon Simple Storage Service (S3) • AWS Identity and Access Management (IAM)