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Featured services
Think beyond the robots
The successful integration of AI and IoT in manufacturing will depend on effective change management, upskilling and rethinking business models.
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Leverage our capabilities to accelerate your business transformation.
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Network Services
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Private 5G
Our turnkey private 5G network enables custom-built solutions that are designed around unique use cases and strategies, and deployed, run and optimized through a full network-as-a-service model.
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Managed Campus Networks
Our Managed Campus Networks services transform campus networks, corporate area networks and interconnected local area networks, and connect smart places and industries.
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Cloud and IT Infrastructure
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Cloud Architecture and Modernization
Discover how to achieve your business goals through cloud modernization practices, that deliver improved agility, reusability and scalability.
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Cloud Optimization
Discover how to maximize operational excellence, business continuity and financial sustainability through our cloud-advanced optimization services.
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Consulting
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Client stories
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Penske Entertainment and the NTT INDYCAR SERIES
Together with Penske Entertainment, we’re delivering digital innovations for their businesses – including INDYCAR, the sanctioning body of the NTT INDYCAR SERIES – and venues such as the iconic Indianapolis Motor Speedway, home to the Indianapolis 500.
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Using private wireless networks to power IoT environments with Schneider Electric
Our combined capabilities enable a secure, end-to-end digital on-premises platform that supports different industries with the benefits of private 5G.
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Data and Artificial intelligence
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Technology Solutions
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Global Data Centers
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Digital Collaboration and CX
Master your GenAI destiny
We’ll help you navigate the complexities and opportunities of GenAI.
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Insights
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The Future of Networking in 2025 and Beyond
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Using the cloud to cut costs needs the right approach
When organizations focus on transformation, a move to the cloud can deliver cost savings – but they often need expert advice to help them along their journey
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Make zero trust security work for your organization
Make zero trust security work for your organization across hybrid work environments.
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Master your GenAI destiny
We’ll help you navigate the complexities and opportunities of GenAI.
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Master your GenAI destiny
We’ll help you navigate the complexities and opportunities of GenAI.
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Discover how we accelerate your business transformation
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About us
CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
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Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
-
Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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Everest Group PEAK Matrix® Assessment
NTT DATA is a Leader and Star Performer in the Everest Group Sustainability Enablement Technology Services PEAK Matrix® Assessment 2024.
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- Careers
Business need
- Drive higher self-service rates
- Seamless changeover between platforms
- Integrate cloud-calling solution with existing systems
Solution
- Proof of concept: internal IT service-desk
- Contact center migration to Amazon Connect
- Integrations: Salesforce, workflow management, live wallboards
- User training and support
Outcomes
- Reliable solution with high uptime
- Enhanced customer experience
- Improved agent productivity
Business need
Support a great customer experience with a cloud contact center
Capitec is South Africa’s largest retail bank with a reputation for offering affordable, straightforward banking. Their services are designed to be user-friendly for everyone from the tech-savvy smartphone user to people who are less comfortable with technology.
Their contact center is critical to supporting all customers and delivering an experience that reflects Capitec’s commitment to making customers’ lives easier and empowering them to take control of their money. They also wanted to use the contact center to increase self-service options for customers.
To improve and modernize their contact center, the bank wanted to retire their on-premises solution and move to the cloud. The new solution had to integrate with their other systems, so all 2,000 agents could easily access the information needed to help customers and advise them on services that could benefit them. The integrated cloud solution would also enable hybrid working.
The bank had started to investigate using Amazon Connect, an AI-powered contact center from Amazon Web Services (AWS), as part of their larger strategy of moving to AWS Cloud.
"With the support of NTT DATA, we migrated two of our most critical contact centers (600+ agents) in five days. The migration included a multitude of platform integrations, agent training, as well as monitoring and visibility. Our largest contact center delivered an SLA of 95% on day two."
Solution
Proof of concept paves the way to an integrated calling solution
To accelerate Capitec’s transition to Amazon Connect and to enable the rapid transfer of skills to their internal IT team, Capitec partnered with NTT DATA. After discussing their contact center needs, we decided to use their IT service desk to test Amazon Connect. Using an internal system for the test meant the outcome would not affect their customers.
The migration provided an opportunity to set up a guided chatbot for the bank’s IT service desk. The chatbot helps employees resolve common IT problems, such as printer malfunctions, themselves. The employee describes their problem to the chatbot and receives step-by-step instructions on how to resolve it. Live chat with service-desk agents was also enabled. If necessary, support cases can be automatically logged and assigned for resolution. This level of integration automated many of the service desk’s manual tasks.
The proof of concept was a resounding success, so Capitec decided to switch their contact center to Amazon Connect. Besides the contact center development and deployment, additional integrations and components were needed to enable a well-rounded user experience. The bank therefore took a phased approach to the migration.
The bank’s Salesforce customer relationship management solution, as well as their employee management tool and live dashboards were integrated with Amazon Connect solution. This allowed them to display live dashboards on large screens in the contact center to show how their teams are performing against expected metrics.
Outcomes
Empower agents to delight customers
With Amazon Connect, Capitec has enhanced their customer experience using a reliable cloud contact solution. The quality of voice calls has been improved, communication between agents and customers is more effective. The solution drives higher self-service rates and enables the bank to update their internal IT service desk rapidly. Reliable, uninterrupted service
Uninterrupted service is essential to upholding Capitec’s reputation as a leading and innovative digital bank. The cloud-based solution eliminates the risk of on-premises system failures and provides infrastructure that can handle high call volumes during peak times.
Zero-fuss migration
Thanks to our user training and user support, the phased migration to Amazon Connect went so smoothly that some agents described the switchover as a “nonevent”.
Improved agent productivity and sales
The integrated contact center solution enables agents to access information and systems that give them the insights needed to provide personalized service to customers. Agents can now upsell and cross-sell relevant products and services to further help the bank’s customers manage their financial affairs.
An ongoing partnership
This is part of the ongoing collaboration between NTT DATA and Capitec as they continue to migrate other workloads to Amazon Connect and leverage the power of innovation to change the banking experience for customers through AI and other capabilities available through AWS.