NTT Ltd., an IT infrastructure and services company, has collaborated with Amazon Web Services (AWS) to drive adoption of Amazon Connect, an omnichannel cloud contact center, that can be set up in minutes and can scale to support millions of customers.
NTT will build the local software package on AWS, so that customers can start to utilize Amazon Connect. As part of the collaboration, NTT will use advanced AWS machine learning capabilities, such as Amazon Lex, Transcribe, Voice ID and Contact Lens, to support the delivery of NTT’s business services to customers.
Amazon Connect enables businesses to automate their contact centers by using natural language chatbots, interactive voice response (IVR), and automated customer voice authentication. Additionally, it provides real-time and historical analytics, whilst prioritizing, assigning, and tracking customer agents’ tasks to completion.
NTT first implemented Amazon Connect in Thailand, using Service Cloud Voice. NTT built Service Cloud Voice on AWS, making it easier for customers to adopt Amazon Connect. NTT customers gain significant advantage as they can reduce the complexity of their operations, whilst lowering annual hardware maintenance costs. They also benefit from web and mobile chat support, for an enhanced customer service experience.
Kim-Meng Png, Chief Executive Officer, NTT, ASEAN said: “The contact center plays a pivotal role in maintaining customer relationships. Hence, at NTT, we are delighted to be able to offer our valued customers a personalized experience on the cloud that is scalable, easy to deploy, and cost-effective. The cloud removes barriers to entry by offering immediate access to a broad ecosystem of features and applications, including AI, machine learning, digital contact channels, and workforce engagement. This can be done at a significantly lower investment than on-premises and privately hosted solutions, and without the risk of downtime.’’