NTT DATA Partners with AWS to Deliver AI-Powered Contact Centre Solutions via Amazon Connect

NTT DATA has announced a strategic collaboration with Amazon Web Services (AWS) to deliver AI-driven, industry-specific contact centre solutions built on Amazon Connect, AWS’s cloud-based contact centre platform.

Under this agreement, NTT DATA will introduce Managed Customer Experience (MCX) for Connect, a modular platform aimed at accelerating customer experience (CX) transformation across industries.

The platform will offer voice and digital channels, analytics, AI-enabled services, and seamless integrations with enterprise tools like CRM and ITSM systems.

“By combining NTT DATA’s contact center 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,” Sashen Naidu, global VP of customer experience at NTT DATA, said.

Leveraging AI, machine learning, and analytics, the partnership will help enterprises modernise CX operations and improve key performance metrics such as first-call resolution, average handle time, and customer satisfaction.

NTT DATA will embed Amazon Connect’s AI features into its MCX platform to enable real-time sentiment analysis, predictive service, and intelligent call routing — creating personalised, proactive customer interactions.