Overview

Predictive, personalized and automated customer engagements

A core element of customer experience (CX) strategy and operational delivery is the use of artificial intelligence (AI) and robotics to automate transactions, increasing the efficiency of customer interactions. Our CX Automation solution ensures customer satisfaction by predicting intent and proactively addressing issues through AI. Bring CX automation to life and assess your capability across the required development and delivery competencies with our CX Automation Accelerator (CXAA).

We approach the automation of CX strategically and holistically. We help clarify strategy and co-innovate appropriate approaches with the organization, drawing on experience from key industries (financial services, airlines, retail) and many geographies. We then bring together the platforms, such as Genesys, and the essential surrounding capabilities, like communication links and cybersecurity, to implement effective end-to-end solutions through intelligent automation. We give organizations the ability to augment automation with human support seamlessly. 

Collaboration & CX
2021 CX Benchmarking Report 
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Key outcomes

Key outcomes

CX Automation

Uncover the nature and potential of automation, explore the capabilities and identify the best plan to activate.

Intelligent decision-making

Leverage data and analytics to maximize and scale artificial intelligence and automation for better decision-making and support. 

Human augmentation

Place humans at the center of end-to-end CX design and operations using technology to enhance human abilities.  

Increase efficiency

Automate transactions and increase customer engagement efficiency through new channels. 

Positive experiences drive success

Use CX automation strategies to drive positive customer experiences and increase revenues.

Comprehensive automation

We help cover all areas of automation: natural language speech, digital channels, assisted service channels, robotic automation and AI. 

Automation lifecycle management

We give organizations the ability to manage their estates through lean bots and continuously analyze performance to make improvements and maintain bots throughout the automation lifecycle.

Best-practice methodology

Established best-practice advisory methodology and automation continuum to accelerate automation.  

Global, high-quality CX

Gain the ability to manage multiple automations in one area and assure quality of experience through testing to drive continuous improvement.

Migrate to cloud

Create superior customer journeys by connecting end-customers to your business through their channel of choice. 
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Success stories

See the connection – NTT and Reliance Securities 

Empowering and delighting customers with an omnichannel contact center

Reliance Securities is revolutionizing the brokering industry by adopting technology that enables omnichannel customer communication. This gives traders the just-in-time information they need to make informed decisions, wherever they are. 
NTT and EBTS Pro Assist 

Overcoming future CX challenges with EBTS Pro Assist

Deploying a new contact center solution that is 100% reliable, future-proof and easy to use in the digital and mobile era.
See the connection – NTT and New South Wales Department of Communities and Justice

Maintaining the human connection with omnichannel cloud CX

NSW DCJ’s housing contact center turned to the cloud to deliver exceptional service, increasing their focus on the people and communities they help.
Partners

Partners

Genesys logo
Cisco DNA
Nice logo
Verint logo
Microsoft
Google Cloud

Why NTT

800+

Clients managed with over 100,000 seats

800+

Clients managed with over 100,000 seats

10+ years

Delivering contact center-as-a-service (CCaaS) 

10+ years

Delivering contact center-as-a-service (CCaaS) 

7 billion

Customer engagements enabled each year

7 billion

Customer engagements enabled each year

24 years

Delivering expert insights with our Global CX Benchmarking Report

24 years

Delivering expert insights with our Global CX Benchmarking Report
Insights

Related insights and resources

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2021 Global Managed Services Report
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Remote working and concierge for digital immigration
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