NTT DATA has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to deliver next-generation, AI-powered contact centre solutions built on Amazon Connect. The move is aimed at helping organisations worldwide accelerate customer experience (CX) transformation through intelligent, cloud-based platforms tailored to industry needs.
Launch of managed customer experience platform
As part of the collaboration, NTT DATA is introducing Managed Customer Experience (MCX) for Connect, a modular platform designed to speed up the adoption of AI-enabled CX solutions across sectors. The platform combines NTT DATA’s three decades of customer experience expertise and managed services with the scalability and advanced capabilities of Amazon Connect.
MCX for Connect offers a wide range of features, including support for voice and digital channels, AI-driven analytics, reporting, and seamless integration with existing systems such as Customer Relationship Management (CRM) and IT Service Management (ITSM) tools. This enables businesses to deliver more personalised and data-driven customer engagement, reduce implementation time, and achieve measurable improvements in service performance.
Driving AI-first customer engagement
A key part of the partnership is the integration of Amazon Connect’s AI features into NTT DATA’s MCX platform. This will allow companies to use conversational AI agents, real-time sentiment analysis, intelligent call routing, and predictive service capabilities to improve efficiency and create more natural customer interactions.
NTT DATA and AWS will also leverage advanced technologies such as machine learning and analytics to help businesses modernise contact centre operations. These tools are expected to improve essential metrics, including average handle times, first-call resolution rates, and overall customer satisfaction.
By combining NTT DATA’s proprietary technologies, such as real-time speech analytics and its Smart AI Agent Ecosystem, with AWS’s global cloud infrastructure, the companies aim to accelerate the rollout of cloud-based contact centre solutions. Industries with complex customer lifecycles, including financial services, healthcare, telecommunications, and retail, are expected to benefit most from this offering.
Global impact and faster transformation
“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 Vice President of Customer Experience at NTT DATA. “By combining NTT DATA’s contact centre heritage, digital transformation expertise and client experience innovation with Amazon Connect’s powerful cloud-native capabilities, we are helping customers reimagine how they engage with their customers and stay ahead in an increasingly competitive landscape.”
Solutions will be built on proven deployment blueprints to help clients achieve quicker time-to-value. NTT DATA will oversee global delivery, implementation, hosting, security, and ongoing managed services to ensure robust and secure operations.
The initiative begins immediately, with joint solutions expected to be available to enterprise customers in the coming months. Both companies aim to make AI-driven customer experience transformation faster, more scalable, and easier to adopt on a global scale.
