Digital Business and Technology Services Player NTT DATA announces a strategic collaboration agreement with Amazon Web Services (AWS) to provide an AI-powered, industry-specific contact center solution built on Amazon Connect.
Amazon Connect is AWS's cloud-based contact center platform.
The collaboration will help accelerate adoption of AI-powered customer experience (CX) solutions around the world, 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 the industry.
The transaction will help customers benefit from faster, more personalized interactions and data-driven customer engagement experiences, he explained.
The platform offers solutions tailored to client requirements, ranging from voice and digital channels to seamless integration with existing business applications such as reporting and analytics, AI-enabled services, and customer relationship management (CRM) and IT services management (ITSM).
As part of the collaboration, the two companies will work together to create and deliver modular, AI-powered contact center solutions globally.
Drawing on advanced technologies such as AI, machine learning, and advanced analytics, these solutions modernize CX operations and improve key metrics such as average handle time, initial call resolution, and customer satisfaction.
NTT Data integrates Amazon Connect's AI capabilities into the MCX platform to enable personalized and efficient customer interaction.
This includes design and deployment of conversational AI agents that leverage real-time sentiment analytics, intelligent call routing, and predictive services capabilities that provide more intuitive and proactive engagement.
Leveraging NTT Data's core CX Intelligent Properties (IP) to include real-time voice analytics, a smart AI agent ecosystem and industry vertical solutions, the collaboration supports the adoption of cloud-based contact center solutions across the company's global enterprise client base.
The initiative focuses 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 modernize the customer experience in the AI-first era,” said Sashen Naidu, Vice President of Customer Experience at NTT Data.
The collaboration was soon underway, along with the joint solution, which is expected to be rolled out to clients in the coming months, according to the company.
