NTT DATA and AWS have announced a multi-year partnership to utilize AI technologies to improve CX tools in contact centers.
By helping companies use AI more effectively in their customer service operations, this supports improvements in how organizations deliver experiences to their customers.
This collaboration aligns with NTT DATA’s recent partnering strategies in improving its customer reach across global markets.
Abhijit Dubey, President and CEO, NTT DATA, Inc., explained how this updated collaboration is designed to help organizations adopt cloud and AI at scale, ensuring improved operations and outcomes rather than remaining in isolated experiments.
“Cloud and AI are central to enterprise transformation,” he said.
“Through our Strategic Collaboration Agreement with AWS, we are helping clients move beyond experimentation to scale AI impactfully and responsibly.
“This collaboration underscores our commitment to deliver secure, industry-specific solutions that create tangible business value for our clients worldwide.”
Having previously collaborated with AWS in 2025, this strategy focused on using AI to enhance customer interactions in the contact center by delivering AI-powered customer experience solutions with Amazon Connect.
This gave customer enterprises access to scalable contact center infrastructure, aiming to improve handling quality and service delivery efficiency.
NTT DATA also launched its Amazon-based platform, Managed Customer Experience for Connect (MCX), supporting faster delivery, personalized interactions, and data-driven engagement across voice and channel capabilities.
NTT DATA and AWS Broader Enterprise Cloud and AI Transformation Strategy
By combining AWS’s infrastructure with NTT DATA’s consulting and management services, customer enterprises will be able to accelerate enterprise cloud migration, AI adoption, and digital transformation beyond contact center CX.
This latest agreement extends the providers support from contact centers to enterprise cloud transformation and AI adoption across multiple business functions.
By targeting AI-driven customer experience solutions worldwide, this collaboration will extend its CX improvements to global reach with larger digital transformation programmes.
This partnership will also allow both providers to address security, compliance, and industry-specific needs, providing solutions, certification programs, and co-innovation initiatives to help clients adopt cloud and AI at a faster rate.
By making technology foundations stronger and more flexible, this latest collaboration can help enterprise transform their customer satisfaction levels through its four priority areas:
AI-Driven Large-Scale Cloud Transformation
By helping organizations move from legacy infrastructure to modern, scalable cloud systems, standardized workloads can run faster, scale reliably, and are easier to update.
Customers can in turn experience faster digital services and for smoother journeys, with new features to deliver their needs more quickly.
By embedding automated support and insights into business processes, this reduces friction for end users and can lead to higher satisfaction and lower frustration.
Industry Cloud Solutions on AWS
NTT Data and AWS will build sector-focused cloud offerings to ensure regulated industries such as finance, healthcare, retail, and public services receive reliable experiences and performance for both them and their customers.
This ensures that these customers receive faster access whilst maintaining privacy, security, and compliance throughout the customer journey.
This reduces service barriers and dissatisfied customers, allowing them to instead experience quick, secure, and personalized experiences.
AI and Data Innovation for Modern Managed Services and Client Experiences
This priority builds on NTT DATA and AWS previous collaborations to modernize the contact center, expanding into AI-driven automation, analytics, and managed services at scale.
By introducing AI-enabled contact systems, organizations can resolve routine requests faster and reduce waiting times.
This ensures organizations that they can operate systems reliably without high internal overhead, with customers receiving more efficient and personalized support with analytic-driven results.
Digital Sovereignty and Regulated Cloud Solutions on AWS European Sovereign Cloud
Organizations can now address strict data protection, residency, and regulatory requirements with AWS’s European Sovereign Cloud, giving them control over data location and management.
This ensures customers gain confidence over their sensitive information and reduces compliance risks, allowing organizations to deploy digital experiences without regulatory obstacles.
Transparency ensures customers that data is being handled in accordance with compliance standards, leading to more reliable and trusted customer interactions.
By bringing enterprises more strategic support, this allows them to modernize various functions within a business to enhance the full customer journey.
These include improvements to financial services, healthcare and life sciences, public sector, and manufacturing and automotive sectors, ensuring these customers are receiving CX efficiency standards and expectations.
Greg Pearson, VP AWS Global Sales, highlighted how this latest agreement will help organizations operate more efficiently and allow them to deliver better customer experiences across the business.
“This collaboration will help more enterprise organizations unlock the potential of the cloud and AI to modernize their operations and accelerate innovation,” he said.
“Through industry-aligned architecture platforms, agentic AI ecosystems, AI-driven customer experience and support in meeting evolving regulatory requirements through the AWS European Sovereign Cloud, we’re enhancing their ability to transform legacy workloads and build the next generation of digital experiences on AWS.”
Partnering with ServiceNow
NTT DATA had also partnered with ServiceNow in 2025 to drive agentic AI solutions for global customers.
This expanded collaboration aligns with the provider’s strategic vision to improve its global market position in providing agentic AI and cloud technologies to transform operations and improve outcomes.
These ensure that NTT DATA customer enterprises are experiencing higher levels of productivity, modernization, and operational efficiency, helping organizations with both internal automation processing and external customer engagement at scale.
