NTT DATA & AWS Team Up to Revolutionize Global CX with AI-Powered Solutions
NTT DATA and Amazon Web Services (AWS) have joined forces in a strategic collaboration to revolutionise customer experience (CX) on a global scale. The partnership will focus on industries with intricate customer lifecycles, such as financial services, healthcare, telecommunications, and retail.
The collaboration will see NTT DATA integrate Amazon Connect's AI features into its MCX platform. This will enable more efficient and tailored customer interactions, modernising customer operations and improving key metrics like average handling time and customer satisfaction.
The platform, MCX for Connect, is a modular solution designed to accelerate CX transformation. It offers tailored solutions to meet specific client needs, including voice and digital channels, reporting and analytics, AI-driven services, and integration with business applications. This is expected to help clients achieve faster implementation and more personalised interactions.
The partnership aims to support the international adoption of AI-enabled CX solutions. It combines NTT DATA's expertise in customer engagement and managed services with Amazon Connect's cloud-based infrastructure. Globant and AWS have also signed a multi-year agreement to develop and deliver global AI-powered customer service centres using Amazon Connect.
NTT DATA and AWS's strategic collaboration is set to transform customer experience on a global scale. By combining their expertise and leveraging AI, machine learning, and analytics, they aim to modernise customer operations and improve key performance indicators. The modular MCX for Connect platform is expected to accelerate CX transformation and provide tailored solutions for clients worldwide.
