NTT DATA, a global provider of digital business and technology services, has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to deliver AI-powered contact centre solutions built on Amazon Connect, AWS’s cloud-based platform.
The partnership aims to support the adoption of AI-enabled customer experience (CX) solutions internationally.
As part of the agreement, NTT DATA will introduce Managed Customer Experience (MCX) for Connect, a modular platform intended to accelerate CX transformation across different industries.
The platform combines NTT DATA’s more than 30 years of expertise in customer engagement and managed services with the capabilities of Amazon Connect’s cloud-based infrastructure.
It is expected to help clients achieve faster implementation, more personalised interactions, and data-driven engagement.
The platform will provide solutions tailored to specific client needs, ranging from voice and digital channels to reporting and analytics, AI-driven services, and integration with business applications such as Customer Relationship Management (CRM) and IT Service Management (ITSM).
NTT DATA and AWS will also work together to develop and deliver modular AI-powered contact centre solutions on a global scale.
These solutions will make use of technologies such as AI, machine learning, and analytics to modernise customer operations and improve measures including average handling time, first-call resolution, and customer satisfaction.
NTT DATA will integrate Amazon Connect’s AI features into its MCX platform to support more efficient and tailored customer interactions.
This includes the design and deployment of conversational AI agents with capabilities such as real-time sentiment analysis, intelligent call routing, and predictive services.
NTT DATA will also apply its existing intellectual property, including real-time speech analytics, its Smart AI Agent Ecosystem, and industry-focused solutions, to expand the use of cloud-based contact centres across its international enterprise client base.
The collaboration will focus particularly on industries with complex customer lifecycles, including financial services, healthcare, telecommunications, and retail.
“This strategic collaboration agreement with AWS represents a pivotal moment in our mission to modernise customer experiences for the AI-first era,”
said Sashen Naidu, Global Vice President of Customer Experience at NTT DATA.
“By combining NTT DATA’s contact centre heritage, digital transformation expertise and client experience innovation with Amazon Connect’s powerful cloud-native capabilities, we are helping customers reimagine how they engage with their customers and stay ahead in an increasingly competitive landscape.”
The companies intend to use established frameworks and results from existing projects to accelerate delivery for priority industries such as financial services, healthcare, telecommunications, and retail.
NTT DATA will lead global delivery, implementation, hosting, security, and managed services.
The collaboration has begun, with joint solutions expected to be rolled out to clients in the coming months.
Featured image credit: Edited by Fintech News Singapore, based on image by printartist24 via Freepik
