NTT DATA has announced a strategic collaboration with Amazon Web Services (AWS) to deliver AI-powered, industry-specific contact centre solutions using Amazon Connect. This partnership aims to accelerate the adoption of AI-driven customer experience (CX) solutions globally, enhancing personalisation and operational efficiency across various sectors.
The collaboration will see the launch of NTT DATA’s Managed Customer Experience (MCX) for Connect platform, which combines over 30 years of CX expertise with AWS’s cloud-native capabilities. This platform promises faster time-to-value, personalised interactions, and data-driven engagement experiences. It will cater to industries with complex customer lifecycles, such as financial services, healthcare, telecommunications, and retail.
Key features of the collaboration include AI-powered CX solutions that integrate Amazon Connect’s AI features into the MCX platform. This integration will enable more personalised and efficient customer interactions through conversational AI agents, real-time sentiment analysis, and predictive service capabilities. Additionally, the partnership will leverage NTT DATA’s core CX intellectual property, including real-time speech analytics and the Smart AI Agent Ecosystem, to support the adoption of cloud-based contact centre solutions.
Sashen Naidu, Global VP of Customer Experience at NTT DATA, stated, “This strategic collaboration agreement with AWS represents a pivotal moment in our mission to modernise customer experiences for the AI-first era.” The collaboration is set to launch immediately, with joint solutions expected to be available to clients in the coming months.
