Tokyo, Japan – NTT DATA has entered into a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to develop and deliver AI-powered, industry-specific contact centre solutions built on Amazon Connect, AWS’s cloud-based contact centre platform.
The collaboration is aimed at accelerating the global adoption of AI-enabled customer experience (CX) solutions. As part of the agreement, NTT DATA will introduce its managed customer experience (MCX) for the Connect platform.
The modular solution is designed to help organisations enhance CX by combining NTT DATA’s industry expertise and managed services with the capabilities of Amazon Connect.
It will support personalised customer interactions, data-driven engagement and faster time-to-value.
“This strategic collaboration with AWS represents a pivotal moment in our mission to modernise customer experiences for the AI-first era,” Sashen Naidu, global VP of customer experience at NTT DATA, commented.
“We are helping organisations reimagine how they engage with their customers and stay ahead in an increasingly competitive landscape.”
The platform will offer solutions tailored to client needs, covering voice and digital channels, reporting and analytics, AI-enabled services, and integration with existing business applications such as customer relationship management (CRM) and IT service management (ITSM).
The collaboration will focus on creating and delivering modular AI-powered contact centre solutions worldwide.
Using AI, machine learning and advanced analytics, the solutions will aim to modernise CX operations and improve key performance indicators such as average handle time, first-call resolution and customer satisfaction.
Key elements of the initiative include the integration of Amazon Connect’s AI features into NTT DATA’s MCX platform to enable conversational AI agents, real-time sentiment analysis, intelligent call routing and predictive service capabilities.
In addition, the collaboration will draw on NTT DATA’s proprietary CX technologies, such as real-time speech analytics and industry-specific solutions, to encourage the adoption of cloud-based contact centres across industries, including financial services, healthcare, telecommunications and retail.
Solutions will be developed based on proven blueprints from existing deployments, with the aim of accelerating value delivery in industries with complex customer lifecycles.
NTT DATA will lead the global implementation, delivery, hosting, security and ongoing managed services. Joint solutions are expected to be available to clients in the coming months.
