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Building trusted, strategic client partnerships with award-winning customer experience management solutions

Built for agility and driven by performance, our Business Process Outsourcing and Managed Services cover contact center operations, credit card processing, backoffice support and ongoing customer experience (CX) innovation based on data insights.

With a strong onshore and offshore delivery footprint, talented people, process know-how and enabling technology, we deliver leading CX management solutions for organizations in North America, across all industries – including financial services, retail, ecommerce, telecommunications and government.

Working closely with our clients, we help to reduce costs, improve processes and increase customer satisfaction.

Transforming the customer service experience through relentless innovation and a performance-driven culture

Learn more about us

Our complete suite of managed services includes:

Contact Center as a Services (CCaaS)

Representing a contemporary customer experience solution adept at navigating change and disruptions, our CCaaS platform fully embraces omni-channel capabilities, seamlessly integrating with diverse clients through a user-centric platform designed to mitigate complexities. This all-encompassing tool provides the means to seamlessly collaborate across tools and teams through an intuitive interface. Access to a unified customer view enriched with both historical and current data enables unparalleled customer interactions.

Managed Information

Our team specializes in crafting comprehensive data solutions that empower our clients with detailed reporting capabilities across multiple channels. Dedicated to designing and delivering a robust library of valuable reports tailored to meet unique needs, we work collaboratively to identify and address customer pain points, streamline operations for increased efficiency, and strategically optimize costs. With our data-driven approach, our clients gain the tools and knowledge to make informed decisions that enhance overall business performance and customer satisfaction.

Real-time Agent Assist

Coupled with our post-call analytics dashboard, this tool serves as a dynamic ally for operational excellence. It empowers teams with instant, AI-driven support, enabling them to navigate complex customer interactions with confidence and efficiency. It continuously monitors and analyzes customer interactions, helping uncover hidden opportunities and actionable insights.

Enhanced Analytics

Through the integration of two distinct packages, we offer a comprehensive dashboard centered on actionable insights derived from the voice of the customer. Additionally, we provide a quality monitoring scorecard tailored to evaluate areas of enhancement within your business.

Workforce Management as a Service (WFMaaS)

Our WFMaaS will seamlessly integrate with existing systems, eliminating the necessity for in-house WFM infrastructure and expertise. Additionally, our WFMaaS provides real-time monitoring, advanced forecasting, workflow automation, and multichannel support, further enhancing operational efficiency and customer service capabilities.

Digital Automation Services

Our Digital Automation services offer a comprehensive suite of solutions including Robotic Process Automation (RPA) for streamlining repetitive tasks, Workflow Optimization to improve efficiency, and chatbots equipped with both traditional and generative AI capabilities, to cater to voice and digital interactions.

Business Process Outsourcing Services

We offer comprehensive contact center services tailored for the financial services sector, telecommunications, retail and insurance industries. With a focus on delivering excellence, we offer a suite of services, including traditional inbound contact center solutions for customer service, sales support, AML (Anti-Money Laundering) services, credit services, back-office transactions support, fraud and risk management and compliance services.

We’re committed to elevating your customer service experience, driving sales and mitigating risks. Partner with us for excellence in contact center services that prioritize your security, privacy and regulatory compliance.

What makes us special?

Industry expertise

With over 15 years of invaluable experience, we are a recognized leader in serving key clients across various industries, including Financial Services, Retail, eCommerce, Telecommunications, Government, and Health Services Verticals.

Multilingual support

Our dedicated team is proficient in multiple languages, ensuring seamless communication and personalized service for our diverse clientele.

Security at the core

Your business security is our top priority. Our programs are PCI Certified, providing a highly secure operating environment. Trust us to safeguard your business and customers against potential threats.

Efficiency in action

Annually processing over 35 million documents, our experienced team excels in delivering efficient and cost-effective onshore and offshore capabilities. We support complex security, privacy, and other regulatory requirements, ensuring compliance and peace of mind for our clients.

Why NTT

Frictionless customer experience

Make timely and relevant decisions to improve your customer journey and drive positive outcomes with your customers and employees.

Data-driven decision making

Transform raw data into actionable insights so you can make informed choices, optimize processes and drive overall performance improvements.

Operational Simplification

Consolidate technology requirements under a unified dashboard to streamline processes, reduce complexity, simplify operations and enhance efficiencies.

Optimize costs and potential

Optimize operational costs and unlock potential for a lean and agile operational environment with our dynamic robotic process automation (RPA) and effective workforce management.

Partners

Genesys logo
ServiceNow
Cisco
Microsoft
See the connection – NTT and Canadian Red Cross

Agile contact center in Canada and globally 

A bilingual, NTT DATA-managed contact center allows the Canadian Red Cross to quickly adapt; adding agents and updating messaging where necessary.
Read the Canadian Red Cross story

Related insights and resources

CX and Design
Crossing the CX divide
Get the CX report
Enabling a remote contact center agent
Download the white paper
Investment in Employee Experience, Cloud and AI Drives Improved Customer Experience, New NTT DATA Report Shows
Read our press release

We’d love to hear from you

Interested in our services? Want to work with us? We look forward to hearing from you.

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