New AI-Powered Platform Promises Faster, Smarter Customer Service on Amazon Connect
NTT DATA and Amazon Web Services (AWS) are officially teaming up to bring next-generation, AI-powered customer service solutions to the global enterprise market.
The two companies announced a Strategic Collaboration Agreement focused on accelerating the adoption of cloud-based contact centers built on Amazon Connect. The goal is to help businesses ditch outdated systems and deliver hyper-personalized, data-driven customer experiences that boost efficiency and satisfaction.
As the central pillar of this collaboration, NTT DATA is launching Managed Customer Experience (MCX) for Connect. This modular platform combines NTT DATA’s decades of industry and CX expertise with the robust, cloud-native power of Amazon Connect.
For companies worldwide, this means faster time-to-value and a significant leg up in modernizing their customer engagement.
The platform is designed to handle every aspect of the modern contact center, offering tailored solutions that cover:
- Omnichannel Support: Integrating voice and all digital channels seamlessly.
- AI-Enabled Services: Deploying conversational AI agents, intelligent call routing, and real-time sentiment analysis.
- Data Integration: Seamlessly connecting with existing business applications like CRM and ITSM tools.
Sashen Naidu, Global VP of Customer Experience at NTT DATA, calls this a “pivotal moment for modernizing CX in the AI-first era, noting that the collaboration helps clients reimagine how they engage with their customers.”
One of the most exciting aspects of this announcement is the local origin of the solution. The core capabilities of MCX for Connect were proudly built by NTT DATA’s talented team in South Africa, and the solution is now being scaled for global deployment.
“This is an outstanding example of the innovation and capability we have locally,” said Lauren Wortmann, Vice President Applications, NTT DATA Middle East and Africa. “By helping both regional and international clients modernize their contact centers, we’re not only improving operational efficiency but also transforming customer experience outcomes.”
Leveraging AWS’s advanced AI, machine learning, and analytics features, the joint solutions are designed to dramatically improve critical CX metrics:
- Average Handle Times (AHT): AI assists agents with instant information retrieval, speeding up resolutions.
- First-Call Resolution (FCR): Intelligent routing ensures customers are connected to the right resource immediately.
- Customer Satisfaction (CSAT): Personalized, proactive engagement driven by real-time sentiment analysis leads to better outcomes.
The collaboration will focus on complex industries that have high-stakes customer lifecycles, including financial services, healthcare, telecommunications, and retail. NTT DATA will handle the end-to-end service, covering global delivery, implementation, hosting, security, and ongoing managed services.
This partnership is set to deliver proven blueprints for CX transformation, enabling organizations across the world to confidently step into the AI-powered future of customer engagement.
