NTT DATA has entered into a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to bring next-generation, AI-driven contact center solutions to enterprises worldwide. The partnership will leverage Amazon Connect, AWS’s cloud-native contact center platform, to deliver intelligent and scalable customer experience (CX) solutions.
As part of this initiative, NTT DATA is introducing Managed Customer Experience (MCX) for Connect — a modular platform designed to fast-track CX transformation across diverse industries. The platform unites NTT DATA’s proven expertise in managed services and contact center operations with AWS’s advanced AI and analytics capabilities, enabling organizations to deliver personalized, data-driven, and seamless customer interactions.
MCX for Connect will integrate voice and digital engagement channels, AI-enabled services, real-time reporting, and analytics tools, along with compatibility for popular CRM and IT service management applications. Through conversational AI, real-time sentiment analysis, intelligent call routing, and predictive service models, the platform aims to boost key customer service metrics such as first-call resolution, average handle time, and overall customer satisfaction.
The collaboration also builds upon NTT DATA’s proprietary customer experience technologies, including real-time speech analytics and its Smart AI Agent Ecosystem, to design customized solutions for sectors with complex customer engagement needs — notably financial services, healthcare, telecommunications, and retail.
Commenting on the partnership, Sashen Naidu, Global VP of Customer Experience at NTT DATA, stated:
“By combining NTT DATA’s strong contact center heritage and digital transformation capabilities with the power of Amazon Connect, we are helping businesses reimagine how they connect with their customers and drive measurable CX outcomes.”
Under the agreement, NTT DATA will manage the global delivery, deployment, security, hosting, and managed services of the joint solutions, which are expected to become available to clients in the coming months.
