NTT DATA, a global leader in digital business and technology services, announced
it has signed a Strategic Collaboration Agreement (SCA) with Amazon Web
Services (AWS) to deliver AI-powered, industry specific contact center
solutions built on Amazon Connect, the cloud-based contact center platform from
AWS. This collaboration will help accelerate the adoption of AI-powered
customer experience (CX) solutions worldwide.
As part of the agreement, NTT DATA will launch Managed Customer
Experience (MCX) for Connect, a modular platform designed to accelerate CX
transformation across industries. By combining NTT DATA’s 30+ years of industry
and customer experience expertise with managed services capabilities, with the
power of Amazon Connect’s comprehensive cloud-based platform, customers will
benefit from faster time-to-value, more personalized interactions and
data-driven customer engagement experiences.
The platform will deliver solutions tailored to client requirements,
ranging from voice and digital channels, to reporting and analytics, AI-enabled
services and seamless integrations with existing business applications such as
Customer Relationship Management (CRM) and IT Service Management (ITSM).
As part of the collaboration, the two companies will work together to
create and deliver modular, AI-powered contact center solutions globally.
Leveraging advanced technologies including AI, machine learning and advanced
analytics, these solutions will modernize CX operations and improve key metrics
such as average handle times, first-call resolution and customer satisfaction.
Key highlights include:
• AI-Powered CX Solutions:
NTT DATA will integrate Amazon Connect's AI features into its MCX platform,
enabling more personalized and efficient customer interactions. This includes
accelerating the design and deployment of conversational AI agents leveraging
real-time sentiment analysis, intelligent call routing and predictive service
capabilities to deliver more intuitive, proactive engagement. ·
• Global Innovation &
Expansion: Leveraging NTT DATA’s core CX intellectual property (IP) including
real-time speech analytics, Smart AI Agent Ecosystem and industry vertical
solutions, this collaboration will support the adoption of cloud-based contact
center solutions across NTT DATA’s global enterprise client base. The
initiative will focus 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 modernize customer experiences for the AI-first era,”
said Sashen Naidu, Global VP of Customer Experience at NTT DATA. “By combining
NTT DATA's contact center 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."
Solutions will leverage proven blueprints and results from existing
deployments to accelerate time-to-value for priority industries, including
financial services, healthcare, telecommunications and retail.
NTT DATA will lead global delivery, implementation, hosting, security and
ongoing managed services. The collaboration launches immediately, with joint
solutions expected to roll out to clients in the coming months.
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