NTT Data and Amazon Web Services (AWS) are collaborating to deliver AI-powered, industry-specific contact centre solutions.
Built on Amazon Connect, the solutions are aimed at accelerating the global adoption of advanced customer experience (CX) technologies.
The collaboration covers the Managed Customer Experience (MCX) for Connect modular platform that combines NTT Data’s CX expertise with AWS’s cloud-native capabilities to enable faster deployment, personalised interactions and data-driven engagement.
The integration will streamline operations across voice and digital channels, incorporating AI-enabled services, real-time analytics and seamless connections with CRM and ITSM systems.
Leveraging AI, machine learning and advanced analytics, the solutions will modernise contact centre workflows for targeted improvements in key performance indicators such as average handle time, first-call resolution and customer satisfaction.
“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,” said Sashen Naidu, Global VP of Customer Experience at NTT Data.
By deploying conversational AI agents with real-time sentiment analysis and intelligent call routing, the platform enables more intuitive and proactive customer engagement. These capabilities are expected to reduce agent workload by automating routine inquiries and providing real-time support during complex interactions that allow human agents to focus on higher-value tasks.
The initiative will prioritise sectors with intricate customer lifecycles, including financial services, healthcare, telecommunications, and retail, using proven deployment blueprints to accelerate time-to-value.
NTT Data will oversee global delivery, implementation, security, and managed services to ensure scalable and secure adoption.
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Entelechy Asia 