Make Amazon Connect your contact center’s superpower

Stop viewing your contact center as a cost center — it’s the beating heart of your organization’s customer experience (CX).

In my years working in CX, I’ve watched customer expectations evolve at an astonishing pace. Today’s customers expect fast, seamless and deeply personalized service across every channel — whether they’re calling for support, chatting online or getting in touch through social media.

Meeting these expectations isn’t about grand strategies. It’s about putting the right people, processes and tools in place to make every interaction count.

Organizations trying to meet these expectations often turn to Amazon Connect, the cloud-based Amazon Web Services (AWS) contact center platform. It’s flexible, scalable and can integrate AI-driven insights directly into customer journeys.

Yet, deploying Amazon Connect is only the first step. Real transformation comes from working with the right CX provider — one that goes beyond “keeping the lights on” to offer strategy, innovation and ongoing optimization.

This provider becomes your partner in creating an agile, future-ready contact center that delivers exceptional CX at scale.

• ALSO READ → Contact centers, reinvented: The agentic AI advantage

How a one-stop CX provider changes the game

I’ve seen the challenges organizations face when they rely on multiple vendors to manage various aspects of their contact centers — one for implementation, another for integrations and yet another for support.

The result is a fragmented, costly and inefficient ecosystem that’s difficult to manage. Even with the best intentions, the inevitable handoffs between providers create gaps in service — and those gaps are felt most by your customers.

It’s why a one-stop CX provider is a game changer. When a single partner manages the full journey — from design and migration to day-to-day operations and innovation — you eliminate complexity and speed up progress.

So, instead of trying to coordinate multiple vendors, you deal with one dedicated team that understands your business inside and out, and delivers exactly what you need, when you need it.

Skip the learning curve

Some leaders take a do-it-yourself approach by trying to build and run their contact centers in-house. While it’s possible, it rarely delivers the same outcomes. Setting up a modern contact center involves more than just cloud infrastructure. It’s also about architecting experiences, managing change and continuously adapting to customer expectations.  

In practice, organizations that go it alone often face hidden costs: long implementation timelines, gaps in specialized expertise and operational blind spots that surface only after customers begin to feel the pain.

An experienced CX partner reduces these risks and speeds up ROI by applying proven methodologies and automation at scale, helping you skip the learning curve and move straight to delivering value.

In other words, you gain a force multiplier for your business:

• Faster results: Proven playbooks, best practices and prebuilt integrations compress months of trial and error into weeks of impact.
• Lower costs: Optimized resource use, AI-driven automation and continuous performance tuning deliver efficiency without sacrificing quality.
• Ongoing innovation: Keep up with Amazon Connect’s rapid pace of innovation, from conversational AI to predictive analytics, without your team needing to chase every update.
• Sharper focus: Free your employees to double down on core business priorities and strategic initiatives, while your partner manages infrastructure, compliance and operations complexity.
• Resilience at scale: Access to 24x7 monitoring, proactive issue resolution and global expertise ensure your contact center can flex and scale as your business grows.

What to look for in a CX provider

When you’re evaluating a CX partner for Amazon Connect, keep in mind the following considerations, which come from firsthand experience:

1. Real contact center expertise

Your partner should know the contact center world like the back of their hand — call flows, workforce management, routing strategies and quality monitoring. This goes beyond cloud skills to knowing what truly makes CX work.

2. Industry know-how

Every industry has unique customer-service challenges and compliance requirements. Healthcare, banking, retail, government — each requires a different touch. A partner who knows your industry can get you further, faster.

3. Own IP and accelerators

The best partners don’t start from scratch every time. They bring their own prebuilt integrations, automation tools and AI add-ons that make Amazon Connect even more powerful. It’s how they reduce your time to value.

4. Extensive and proven cloud expertise

Amazon Connect is just one part of your AWS environment. Your partner should know how to integrate it seamlessly into your cloud ecosystem with the right level of security, compliance and governance from the start.

A platform backed by global expertise

At NTT DATA, we focus on all these capabilities and more. As an AWS Premier Tier Services Partner with a global AWS agreement, we combine contact center expertise, industry-specific solutions, proprietary accelerators and proven cloud leadership to deliver faster deployments, reduced risk and a CX platform that evolves with your business.

We’ve integrated Amazon Connect’s AI features into our CX platform to enable more personalized and efficient customer interactions with conversational AI agents that use real-time sentiment analysis, intelligent call routing and predictive service capabilities. 

When you work with us, you gain a long-term partner who manages everything from strategy and design to deployment, operations and ongoing innovation — in any industry.

Make your customers love your contact center

Amazon Connect is a powerful platform for transforming customer engagement, but without the right CX partner, its true potential will remain untapped.

After decades in this industry, I can say with confidence that NTT DATA is the kind of partner I’d trust to run my own contact center. That trust isn’t rooted in my role here; it’s earned through years of seeing the tangible results we deliver: up to 60% reductions in call volume and as much as 50% in costs. 

If you’re attending AWS re:Invent 2025 this December in Las Vegas, visit NTT DATA at booth number 1667 or attend our session:

Turning complexity into effortless CX with Amazon Connect
2.30pm PDT, Wednesday, 3 December 2025
Mandalay Bay – Oceanside B

As a true end-to-end provider, NTT DATA offers more than just technology. Our dedicated team is committed to your success and works shoulder to shoulder with you to ensure your contact center thrives.

We’re here to help you create a contact center your customers will both appreciate and remember.