Introducing NTT DATA’s new managed services for Dynamics 365 Contact Center and agentic AI

We’re excited to announce the expansion of NTT DATA’s Dynamics 365 Contact Center solutions to give you a set of comprehensive tools for improving customer interactions and operational efficiency. Our CX and Digital Products managed services now support Microsoft Dynamics 365, helping you to deliver an exceptional customer experience (CX).

This follows the 2024 launch of our integrated voice services within Microsoft Dynamics 365 Contact Center — Microsoft’s Copilot-first, cloud-based contact-center solution — as part of our strategic partnership with Microsoft to modernize customer communications through the power of GenAI.

NTT DATA and Microsoft lead the way in CX

Our partnership with Microsoft positions NTT DATA as a leader in the CX market as we modernize client communications with our GenAI and automation capabilities.

Microsoft Dynamics 365 is a powerful, cloud-based platform that can be used as a standalone solution or integrated with customer relationship management and contact-center functionalities. By combining Dynamics 365 with our wide range of solutions, you gain a platform that delivers a streamlined experience for contact-center agents.

And, using our managed CX services, you can migrate smoothly from legacy systems to a cloud-native contact-center-as-a-service platform.

Comprehensive CX capabilities

With end-to-end capabilities across the full CX lifecycle, we bridge the gap between employees and customers to foster stronger, more connected experiences. Our holistic and dynamic managed services can be adjusted as needed, making it easy to work with us.

In addition, our clients benefit from:

• Proactive quality assurance through ongoing testing of employee and customer interactions
• Deep expertise in cloud migration and management of business-critical CX technologies
• Issue resolution, all the way to completion and vendor escalation when required
• Advanced analytics and reporting
• Preintegrated Cloud Voice contact-center global access numbers for Microsoft Dynamics 365
• A scalable, repeatable and cost-efficient service

Agentic AI and CX

Our suite of managed services supports not only contact centers but also agentic AI. We recently launched our Agentic AI Services for Hyperscaler AI Technologies to help you integrate AI-driven automation across your business, including your cloud-based contact center.

This means we can build, customize, deploy and integrate AI agents powered by GenAI to help your human contact-center agents work faster and more accurately.

We develop both low-code and pro-code AI agents using Microsoft Copilot Studio and Azure AI Foundry.

Available in 20 languages across all major markets, our AI agents are built for global adoption. They connect seamlessly to NTT DATA’s inbound and outbound Cloud Voice connectivity in over 100 countries and support various number types, including geographic, toll, toll-free, shared-cost and premium.

In addition, they can be integrated with a range of omnichannel communication platforms such as messaging/chat, self-service portals, email, Microsoft Teams and more.

Now, by also integrating these agents into Microsoft Dynamics 365, we’re facilitating more personalized and natural interactions, making your AI-driven CX engagements more intuitive and efficient.