NTT DATA, AWS Clinch Deal to Deliver AI-Powered Contact Centre Solutions

Digital business and technology services player NTT DATA has announced a strategic collaboration agreement with Amazon Web Services (AWS) to deliver AI-powered, industry-specific contact centre solutions built on Amazon Connect.

Amazon Connect is the cloud-based contact centre platform from AWS. 

The collaboration will help accelerate the adoption of AI-powered customer experience (CX) solutions worldwide, NTT DATA said in a statement. 

As part of the agreement, the company will launch managed customer experience (MCX) for Connect, a modular platform designed to accelerate customer experience transformation across industries. 

The deal will help customers benefit from faster time-to-value, more personalised interactions and data-driven customer engagement experiences, it explained. 

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 centre solutions globally. 

Leveraging advanced technologies including AI, machine learning and advanced analytics, these solutions will modernise CX operations and improve key metrics such as average handle times, first-call resolution and customer satisfaction.  

NTT DATA will integrate Amazon Connect's AI features into its MCX platform, enabling personalised 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. 

Leveraging NTT DATA’s core CX intellectual property (IP), including real-time speech analytics, Smart AI Agent Ecosystem and industry vertical solutions, the collaboration will support the adoption of cloud-based contact centre solutions across the company’s global enterprise client base. 

The initiative will focus on industries with complex customer lifecycles, including financial services, healthcare, telecommunications and retail, the company added. 

“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 VP of customer experience at NTT DATA. 

The collaboration launches immediately, with joint solutions expected to roll out to clients in the coming months, the company said.