NTT DATA, AWS Team Up for Smarter Customer Care

NTT DATA has entered a major global partnership with Amazon Web Services (AWS) to reshape how companies interact with their customers. The agreement, known as a Strategic Collaboration Agreement (SCA), focuses on creating AI-powered contact centre solutions using Amazon Connect, AWS’s cloud-based contact centre platform.

The initiative aims to make customer service faster, smarter, and more personal, marking a new chapter in the digital transformation of global customer experience (CX) operations.

AI Meets Customer Support

At the heart of this partnership is NTT DATA’s new Managed Customer Experience (MCX) for Connect, a modular platform built to accelerate CX transformation. It combines NTT DATA’s decades of expertise in customer support with the scalability of AWS’s cloud technology.

Through the platform, clients will enjoy data-driven engagement, faster response times, and seamless integration with tools such as Customer Relationship Management (CRM) and IT Service Management (ITSM).

According to Sashen Naidu, Global VP of Customer Experience at NTT DATA, “This strategic collaboration agreement with AWS represents a pivotal moment in our mission to modernise customer experiences for the AI-first era.”

The new platform will use AI and machine learning to modernise call operations, improve first-call resolutions, and boost overall satisfaction. It will also introduce conversational AI agents, capable of real-time sentiment analysis and predictive service suggestions.

Expanding Global Reach

The partnership goes beyond technology. NTT DATA and AWS will jointly roll out AI-powered CX solutions across industries with complex customer lifecycles — including finance, healthcare, telecommunications, and retail.

By leveraging NTT DATA’s proprietary tools like real-time speech analytics and its Smart AI Agent Ecosystem, the collaboration promises to set a new standard for global enterprise support systems.

NTT DATA will oversee implementation, hosting, and managed services globally, while AWS will power the cloud infrastructure. Together, both companies intend to help businesses shift to cloud-based AI contact centres, reducing costs and improving customer retention in an increasingly competitive market.The partnership officially launches this year, with the first wave of AI-driven customer experience solutions expected to roll out in the coming months.