Retail News CRM

Tag: NTT Data

  • NTT DATA Partners with AWS to Launch Innovative AI-Powered Contact Center Solutions

    NTT DATA Partners with AWS to Launch Innovative AI-Powered Contact Center Solutions

    In a significant move aimed at transforming customer service, NTT DATA has inked a strategic collaboration agreement with Amazon Web Services (AWS) to deploy AI-driven contact center solutions via Amazon Connect, AWS’s innovative cloud-based platform.

    Launching a New Era of Customer Experience

    As part of this partnership, NTT DATA will unveil the Managed Customer Experience (MCX) for Connect, a dynamic modular platform set to fast-track customer experience (CX) enhancements across various industries. This platform blends NTT DATA’s extensive experience in contact centers and managed services with the agile capabilities of Amazon Connect, enabling quicker deployment, tailored interactions, and insightful data-driven engagement.

    Enhancing Engagement Across Channels

    MCX for Connect aims to offer a comprehensive suite of solutions that includes voice and digital interaction channels, in-depth reporting and analytics, AI-enabled services, and seamless integrations with key business applications like CRM and IT service management tools. With the integration of conversational AI agents, real-time sentiment analysis, intelligent call routing, and predictive service capabilities, this platform is designed to elevate critical metrics such as average handle time, first-call resolution rate, and overall customer satisfaction. After all, who wouldn’t want to have a chatbot that can not only chat but charm?

    A Tailored Approach for Diverse Industries

    This collaboration draws heavily on NTT DATA’s proprietary customer experience technologies, including advanced speech analytics and the Smart AI Agent Ecosystem. The upcoming solutions will particularly focus on sectors with complex customer interactions, including financial services, healthcare, telecommunications, and retail.

    Sashen Naidu, Global VP of Customer Experience at NTT DATA, emphasized the strategic advantage this collaboration brings, stating, “By combining NTT DATA’s contact center heritage, digital transformation expertise, and client experience innovation with Amazon Connect’s powerful cloud-native capabilities, we are helping customers reimagine how they engage with their customers and stay ahead in an increasingly competitive landscape.”

    Looking Ahead with Innovative Solutions

    NTT DATA will be responsible for the global delivery, implementation, hosting, security, and managed services of these solutions, which are set to roll out to clients in the coming months. This partnership could redefine how businesses interact with consumers, ushering in a new era of customer service powered by technology.

    Questions & Answers

    What is the main goal of NTT DATA’s collaboration with AWS?
    The primary aim is to deliver advanced AI-powered contact center solutions using Amazon Connect, enhancing customer experience across various industries.

    What features does the Managed Customer Experience for Connect offer?
    The platform offers a range of solutions including voice and digital channels, AI-enabled services, real-time sentiment analysis, and integrations with business applications to improve customer service metrics.

    Which industries will benefit most from this new platform?
    The solutions are particularly tailored for sectors such as financial services, healthcare, telecommunications, and retail, addressing their unique customer interaction challenges.

  • Malaysians spending up online, says iPay88

    Malaysians spending up online, says iPay88

    Despite a sluggish economy, Malaysians are buying online more than ever, according to payment service provider iPay88.

    A subsidiary of Japanese company NTT Data, iPay88 claims to cover 70 per cent of Malaysia’s e-commerce market. It recorded 38.2 million online transactions via its payment gateway systems last year, a leap of 161 per cent from 14.6 million in 2015.

    Executive director Lim Kok Hing says e-commerce and online purchases soared by 210 per cent last year, mainly because of convenience and the ability to find better deals online.

    Transactional data from iPay88 shows that the volume of marketplace shopping for the first quarter of this year grew by 293 per cent, with purchases mainly being online games, ticketing, and fashion and apparel.

    While the type of goods being bought online have not changed, people are spending more online. Main purchases include apparel and footwear (RM25.3 million, or US$5.7 million), accessories and jewellery (RM5.1 million), and electronics and sports equipment (RM3.3 million).

    An interesting trend noted by iPay88 is that online shopping spikes during week days, with the two daily peak times being 11am to 3pm, and 7pm to 11pm. The most popular days for shopping are Wednesdays, Thursdays and Fridays.

    Set up in 2006 and headquartered in Kuala Lumpur, iPay88 has also established a presence in Indonesia, Singapore, Thailand, the Philippines and Vietnam.

    Lees ook:

    Lees ook:

  • Paypal now available for iPay88 merchants

    Paypal now available for iPay88 merchants

    Malaysian online payment service iPay88 has entered a collaboration with online payment company PayPal to promote and support cross-border trade for iPay88 merchants.

    For small businesses in particular, cross-border eCommerce provides a chance to sell to the world, and iPay88 believes the collaboration will enable its merchants to leverage PayPal’s 184 million active accounts and presence in more than 200 markets.

    OLYMPUS DIGITAL CAMERA

    Executive director KL Chan says iPay88 has nearly 10,000 e-merchants, including SMEs and conglomerates, but there is also a large, untapped market of businesses and companies still considering moving into eCommerce. “This collaboration with PayPal is timely as it will help capture this market effectively by offering both online banking and credit-card payment options.”

    Merchants signing up for a PayPal account can now do so through iPay88. Approvals will be sent to merchants within three working days. Aside from the quick sign-up process, iPay88’s online merchants will also be able to benefit from PayPal’s multi-currency checkout.

    Chan estimates the collaboration will drive extra revenue for iPay88 in 12 months.

    “It has always been a challenge for businesses, especially small ones, to expand and sell overseas,” says PayPal Southeast Asia GM Rahul Shinghal. “PayPal is committed to helping them grow by leveraging the power of eCommerce, which gives them a level playing field when competing with larger export houses.”

    A subsidiary of NTT Data Corporation, iPay88 was set up in Kuala Lumpur in 2006 and has an established presence in Indonesia, Singapore, Thailand, the Philippines and Vietnam.

    Lees ook:

    Lees ook:

  • NTT Data to support VietUnion payment service

    NTT Data to support VietUnion payment service

    Japanese payments company NTT Data Corporation has agreed to take on pioneer Vietnam fintech company VietUnion Online Services, which has an intermediary payment services licence issued by the State Bank of Vietnam.

    VietUnion, a group company of Saigon Construction Corp (SCC), mainly provides payment services through big chain retailers such as convenience stores.

    VietUnion has been expanding its payment business primarily through Payoo, which enables users to make payments to about 4000 stores, including supermarkets and in shopping centres.

    Payoo also has a smartphone app that can be used for internet banking, and it provides software for mobile POS systems, smart cards for transport and tuition fee management for more than 1700 schools in Ho Chi Minh City.

    With more than 30 years of experience in the payments business in Japan, NTT Data will help VietUnion expand its non-cash payment services and help develop Vietnam’s payment infrastructure.

    NTT Data will introduce Payoo and other payment services to its customers in global eCommerce and financial institutions in APAC regions through collaborations with its other companies – iPay88 in Malaysia, NTT Data Hong Kong, and NTT Data Thailand.

    Lees ook: