As a result, NTT DATA will launch Managed Customer Experience (MCX) for Amazon Connect, a platform to help businesses transform its CX faster, allowing customers to expect faster, more personalised results.

The platform will also offer solutions across voice and digital channels, reporting and analytics, AI services and integration with applications like Customer Relationship Management (CRM) and IT Service Management (ITSM).

Additionally, as part of the partnership, the two tech giants will develop and deliver modular, AI-driven contact centre solutions worldwide.

Using AI, machine learning and analytics, these solutions will modernise customer experience operations and boost metrics like average handle times, first-call resolution and customer satisfaction, NTT Data revealed.

NTT Data Middle East and Africa, VP of applications, Lauren Wortmann, said: “This capability was proudly built by our talented team in South Africa and is now being scaled globally -an outstanding example of the innovation and capability we have locally.

“By helping both regional and international clients modernize their contact centres, we’re not only improving operational efficiency but also transforming customer experience outcomes. It’s a powerful demonstration of how homegrown expertise can drive global impact.”

NTT Data global VP of customer experience, Sashen Naidu, added: “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 centre 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.”