Customer Services and Interaction Management

Delivering connected, frictionless experiences that build customer loyalty and trust.

Redefine customer service with digital solutions

Optimize operations, enhance efficiency and boost your business performance with our tailored customer service and interaction management solutions. We keep you at the forefront of industry trends, helping your business navigate and succeed in a dynamic marketplace by applying advanced technology and market-leading expertise. We provide exceptional customer support through ongoing innovation and superior service quality, enabling your team to focus on primary objectives. Partner with us for a progressive strategy for growth and improved customer interaction and service.

Our Approach

We provide seamless, personalized customer experiences that are tailored to your business needs. Combining strategic consulting with advanced technology, we help you to enhance every customer touchpoint. By staying ahead of industry trends and anticipating future challenges, we help our clients achieve growth and operational excellence through forward-thinking solutions.

Enhanced customer satisfaction

Our automated QA delivers proven results like a 28% reduction in customer dissatisfaction, a 5% boost in customer experience, and a 30% increase in sales.

Customer journey management

We deliver reliable, seamless and effortless customer experiences through comprehensive solutions.

Global and local delivery

Our exceptional team is spread across 25 countries on six continents.

Technology-driven solutions

We leverage the latest technologies, including AI, GenAI, machine learning and automation, to provide efficient and intelligent customer support.

Data-driven insights

We've leveraged our insights to enhance our self-serve interactive voice response (IVR), driving a 67% increase in containment rates and significantly improving customer satisfaction and experience.

Continuous improvement and innovation

We're committed to continuous improvement, regularly updating our solutions to reflect the latest industry trends and best practices.

Security at the core

Our industry-certified programs ensure a highly secure operating environment.

Our Services

Leveraging sophisticated AI technologies, our customized services help you expand your customer base using efficient cross-sell and upsell tactics, while continually boosting responsiveness and satisfaction.

Customer Interaction Management

Build trust and loyalty with AI-driven tools and strategic expertise from our global workforce. We serve multiple industries in 25 countries and 23 languages.

Multi- and Omnichannel Services

Experience unmatched customer interactions by leveraging our API-enabled contact-center-as-a-service (CCaaS) platform that supports seamless multi- and omnichannel communications.

Contact Center Support Services

Improve contact center and workforce management efficiency with managed services that harness AI solutions for optimized scheduling and training and improved business performance.

Digital Support Services

Streamline workflows and enhance data insights with AI-powered automation solutions such as robotic process automation (RPA) and workflow optimization for greater efficiency and an enhanced customer experience.

Our Impact

45+

Years in contact centers

45K+

Global team members

30K

Contact center team members

600K

Established contact center seats

10K

Managed contact center seats

Countries and 23 languages supported

Our Tools and Platforms

ForeSight Voice Mining

ForeSight, our agent-assist tool, boosts satisfaction and compliance by 96%, improves annual agent retention to 97% and enhances sales by 122%. It reduces average handle time (AHT) by 90%, improves new-hire proficiency and increases quality assurance by 7%, driving overall program growth and efficiency.

Case Studies

Read how companies in various industries achieved their goals by partnering with NTT DATA.

Canadian Red Cross

Managed contact center supports relationships and services

Offering humanitarian aid whenever it is needed, the Canadian Red Cross wanted to modernize and outsource some of their contact centers. The goal was a solution that would help them connect better with donors, customers and people who wanted to attend their classes. Now, a bilingual contact center, managed by NTT DATA, enables them to add agents and extend operating hours when needed.

Read the case study

TSX Trust

Modernizing the investor experience with an intelligent contact center

TSX Trust worked with us to build a modern, intelligent contact center to consistently deliver operational excellence, handling 300,000 investor-related calls a year. The result was a leapfrogging in technology that is fostering growth and continuous improvement.

Watch the video

Awards and Recognition

NTT DATA has been recognized for its innovative use of technologies and solutions that help clients drive innovation.

Everest Group / 2024

Ranked #13 in BPS Top 50
HFS Research / 2024

Received recognition for innovative approach to customer experience with AI in EMEAL
Contact Center World / 2023

Best Contact Center — Mega, Americas
Contact Center World / 2023

Best Customer Service — Mega, Americas
CallMiner Listen / 2023

Customer-Focused Partner of the Year