Contact Centre Modernisation Using Amazon Connect Gets Added Weight Through NTT DATA and AWS

Abhijit Dubey, President and CEO of NTT DATA, and Greg Pearson, Vice President Global Sales at Amazon Web Services, say the agreement will scale AI-driven customer experience platforms across regulated and enterprise environments

Contact centre modernisation has emerged as a key focus area within enterprise digital transformation as organisations seek to improve customer experience while operating at scale across regulated environments. Against this backdrop, NTT DATA has signed a multi-year Strategic Collaboration Agreement with Amazon Web Services, placing AI-driven contact centre platforms and cloud modernisation at the centre of the engagement.
The agreement was announced at Wings India 2026 in Hyderabad and reflects a shared intent to help enterprises modernise legacy systems, deploy agentic AI responsibly, and scale innovation across industries. A significant component of the collaboration focuses on modernising contact centre environments using Amazon Connect, enabling enterprises to adopt AI-enabled customer experience platforms that operate securely and at global scale.

Under the agreement, NTT DATA and AWS will work across four priority areas, including AI-driven cloud transformation, industry-specific cloud solutions, modern managed services, and digital sovereignty. Within customer experience transformation, the companies will support enterprises in moving from fragmented legacy contact centre systems to integrated, cloud-based platforms capable of supporting intelligent routing, analytics, and AI-assisted interactions.
NTT DATA brings expertise in cloud transformation, cloud-native modernisation, and agentic AI, while AWS provides the underlying cloud infrastructure and services. The collaboration is designed to support enterprises operating in regulated and high-growth sectors, where contact centres often serve as critical interfaces between organisations and customers.

To support execution at scale, NTT DATA has established a dedicated AWS Business Group aligned with AWS sales and delivery teams. The group currently includes close to 11,000 AWS-certified professionals, with plans to certify nearly 10,000 additional experts over the next three years, strengthening delivery capacity across cloud and AI programmes.
Commenting on the agreement, Abhijit Dubey, President and CEO of NTT DATA, Inc., said cloud and AI have become central to enterprise transformation, and the collaboration with AWS is aimed at helping organisations move beyond experimentation to deploy AI responsibly at scale, including in customer-facing environments such as contact centres.

Greg Pearson, Vice President Global Sales at AWS, said the collaboration will support enterprises in modernising operations and building digital customer experiences through industry-aligned architectures and AI-driven platforms, while also addressing evolving regulatory requirements.
The partnership builds on existing delivery experience. Honda Trading Asia recently migrated its systems to AWS with support from NTT DATA, modernising its infrastructure and creating a foundation for AI-driven initiatives. According to Somya Mayuraskoon, Director at Honda Trading Asia Co., Ltd., the migration enabled a smooth transition within defined timelines and budgets while opening up new growth opportunities.

Beyond customer experience platforms, the collaboration will also see NTT DATA develop industry-specific AI-driven cloud solutions on AWS through its Industry Cloud platform. These offerings will span financial services, healthcare and life sciences, public sector, manufacturing, automotive, retail, and energy, supported by innovation environments such as sandboxes and dedicated labs on AWS.
NTT DATA will support these initiatives through end-to-end services covering advisory, cloud transformation, implementation, and managed services, enabling enterprises to adopt cloud and AI technologies with operational confidence and long-term resilience.

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