NTT DATA and AWS Join Forces to Modernize Global Contact Centers with AI on Amazon Connect
NTT DATA and AWS team up to deliver AI-enabled contact centers on Amazon Connect. MCX brings faster rollouts, smarter routing, and measurable gains in AHT, FCR, and CSAT.
Today's Bulletin: October 3, 2025 - NTT DATA and AWS Partner to Deliver AI-Powered Contact Centers
NTT DATA signed a Strategic Collaboration Agreement with Amazon Web Services to deliver AI-enabled contact center solutions built on Amazon Connect. The goal is simple: faster deployments, smarter routing, and measurable gains across customer experience metrics.
For Customer Support leaders, this is a practical path to modernize operations without piecing together tools. NTT DATA will provide global delivery, hosting, security and managed services. Amazon Connect supplies the cloud-native backbone.
What's launching
NTT DATA is rolling out Managed Customer Experience (MCX) for Connect-a modular platform that accelerates CX transformation across industries. It blends NTT DATA's contact center IP (real-time speech analytics, Smart AI Agent Ecosystem, vertical playbooks) with Amazon Connect's AI features.
- Voice and digital channels under one platform
- Conversational AI agents with real-time sentiment and intelligent routing
- Predictive service capabilities for proactive engagement
- Reporting and analytics with data you can act on
- Integrations with CRM and ITSM systems to reduce swivel chair work
Why it matters for Support teams
- Faster time-to-value using proven blueprints from prior deployments
- Lower average handle time (AHT) through smarter routing and guided resolutions
- Higher first-call resolution (FCR) via context sharing and predictive prompts
- Better CSAT driven by sentiment-aware agents and personalized experiences
- Reduced training load with unified tooling and managed services
Industries in focus
- Financial Services: authentication, fraud flags, and complex case handoffs
- Healthcare: patient access, benefits verification, and sensitive data handling
- Telecommunications: outage triage, billing, and retention saves
- Retail: order status, returns, and loyalty engagement
How to prepare your operation
- Define the KPI stack: AHT, FCR, CSAT, containment rate, QA coverage
- Pick two high-volume use cases for a pilot (e.g., password resets, order status)
- Map integrations: CRM, ITSM, knowledge base, identity, and data sources
- Stand up real-time sentiment and transcription to enrich coaching and QA
- Establish a human-in-the-loop policy for escalations and compliance
- Build a change plan: agent training, supervisor dashboards, and QA workflows
What to expect from the stack
- AI agents that handle routine intents, route complex issues, and surface next best action
- Speech analytics that flags churn risk, compliance issues, and coaching moments
- Unified reporting across channels, so leaders see one version of truth
- Managed services to keep releases, security, and tuning on track
Quote to note
"This strategic collaboration agreement with AWS represents a pivotal moment in our mission to modernize customer experiences for the AI-first era. 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, NTT DATA
Timing
The collaboration is live now. Joint solutions are set to roll out to clients in the coming months.
Action checklist
- Run a two-week discovery: call drivers, intent taxonomy, and integration map
- Launch a 60-90 day pilot with narrow scope and clear exit criteria
- Instrument metrics from day one; compare against a matched control group
- Scale to your next two use cases only after you've hit target thresholds
