NTT DATA has announced a strategic collaboration with Amazon Web Services (AWS) to develop AI-powered, industry-specific contact centre solutions built on Amazon Connect. This partnership aims to accelerate the adoption of AI-driven customer experience (CX) solutions globally through Managed Customer Experience (MCX) for Connect, a modular platform designed to transform CX operations across various industries.
The initiative will introduce customised solutions that include voice and digital channels, analytics, AI-enabled services, and seamless integration with CRM and ITSM systems. By leveraging artificial intelligence, machine learning, and advanced analytics, the collaboration seeks to modernise customer interactions and improve key metrics such as first-call resolution, average handle time, and overall satisfaction levels.
As part of this collaboration, NTT DATA will integrate Amazon Connect’s AI capabilities into its MCX platform, enabling conversational AI agents with real-time sentiment analysis, intelligent call routing, and predictive service features. These capabilities will help deliver more personalised and proactive customer engagement experiences.
“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 partnership combines NTT DATA’s customer experience expertise and intellectual property, including real-time speech analytics and its Smart AI Agent Ecosystem, with AWS’s cloud-based contact centre technology. Together, they aim to support global enterprises across diverse sectors such as financial services, healthcare, telecommunications, and retail, helping them build more intelligent, scalable, and efficient CX operations.
This collaboration underscores NTT DATA’s commitment to driving innovation in customer experience by blending technology, AI, and cloud expertise to deliver next-generation customer engagement solutions.
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