NTT DATA has signed a Strategic Collaboration Agreement with Amazon Web Services (AWS) to deliver AI-powered contact center solutions using Amazon Connect. This partnership aims to accelerate the adoption of AI-enhanced customer experience (CX) solutions globally.
NTT DATA will launch Managed Customer Experience (MCX) for Connect, a modular platform that combines NTT DATA’s extensive experience with Amazon Connect’s cloud capabilities. The platform will offer personalized interactions, data-driven customer engagement, and seamless integrations with existing systems.
Together, NTT DATA and AWS will develop modular AI-powered contact center solutions that enhance CX operations and improve metrics such as average handle times 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 utilize established blueprints and outcomes from prior deployments to speed up value delivery in key sectors such as financial services, healthcare, telecommunications, and retail. NTT DATA will oversee global delivery, implementation, hosting, security, and ongoing managed services. The collaboration begins immediately, with joint solutions anticipated to be introduced to clients in the upcoming months.