NTT DATA And AWS Present AI-Based Contact Center, Increase Customer Satisfaction

JAKARTA - NTT DATA announced it has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS), which aims to present contact center solutions based on artificial intelligence (AI).

As part of this agreement, NTT DATA will launch the Managed Customer Experience (MCX) for Connect, a modular platform designed to accelerate the cross-industrial CX transformation.

By combining more than 30 years of NTT DATA experience and Amazon Connect strength, customers will benefit from faster implementation, more personal interaction, and data-based customer service experience.

This platform will present solutions according to client needs, ranging from voice services and digital channels, reports and analytics, AI-based services, to smooth integration with existing business applications such as Customer Relations Management (CRM) and IT Service Management (ITSM).

Through this collaboration, the two companies will jointly create and present AI-based contact center solutions globally.

"By combining NTT DATA's long experience in contact centers, digital transformation expertise, as well as client experience innovation, with Amazon Connect's cloud-native capabilities, we help customers reimagine the way they interact with their consumers and stay ahead amid increasingly fierce competition," said Sashen Naidu, Global VP of Customer Experience at NTT DATA.

This solution will take advantage of the blueprint and proven results from previous implementations to accelerate the achievement of added value for priority industries such as financial, health, telecommunications and retail services.

NTT DATA will lead the delivery of global services, implementation, hosting, security, and sustainable managed services. This collaboration is starting to run soon, with a joint solution to be rolled out to clients in the next few months.