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NTT DATA & AWS Team Up to Transform Global Customer Experience

NTT DATA and AWS are revolutionizing customer experience worldwide. Their new platform, MCX, combines AI and industry-specific solutions to improve efficiency and satisfaction.

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NTT DATA & AWS Team Up to Transform Global Customer Experience

NTT DATA and Amazon Web Services (AWS) have joined forces to revolutionize customer experience (CX) operations worldwide. The strategic collaboration, announced earlier this year, aims to deliver AI-powered, industry-specific contact center solutions based on Amazon Connect.

The collaboration will see NTT DATA lead global delivery, implementation, hosting, security, and ongoing managed services. The company will integrate Amazon Connect's AI features into its modular MCX platform, enabling more personalized and efficient customer interactions.

Lauren Wortmann, Vice President of Applications at NTT DATA Middle East and Africa, spearheaded the development of this capability in South Africa. Now, it's being scaled globally to benefit clients across various sectors. The initiative will focus on industries with complex customer lifecycles, such as financial services, healthcare, telecommunications, and retail.

The MCX platform, set to launch in the coming months, will offer tailored solutions. These range from voice and digital channels to reporting and analytics, AI-enabled services, and seamless integrations with existing business applications. The platform is designed to accelerate CX transformation, improving key metrics like average handle times, first-call resolution, and customer satisfaction.

NTT DATA and AWS's strategic collaboration is expected to bear fruit starting from early 2024. The joint solutions aim to modernize CX operations globally, making customer interactions more efficient and personalized. With NTT DATA at the helm of delivery and integration, clients can anticipate robust, secure, and industry-specific contact center solutions.

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