We support our Clients with enabling technologies that allow us to securely, service and grow their end customers in a true omni channel environment. Our performance driven platform-based business leverages leading proprietary and third-party tools to deliver business improvement at speed and scale.
NTT’s technology backbone underpins virtually every product and service offering in our portfolio, providing a secure, scalable, efficient, and flexible environment for our Clients and allowing them to shed technology cost. Our platforms can be standalone or integrated into a client’s environment and we can also license these platforms to our Clients’ internal operations to create a single seamless technology stack across the enterprise – bringing outsourced and in-house agents together via a single servicing platform for greater collaboration.
Purpose Built... Performance Driven… Digitally Enabled
Delivering Operational Excellence and Client Satisfaction
NTT has experience with multiple Customer Satisfaction surveys. In some cases, surveys are distributed via email or web form after every call and in others, customers are asked to complete a short survey at the end of the call. The feedback we receive is used in coaching conversations and recurring feedback is provided to the training team to incorporate.
NTT leverages a conversation analytics platform that can analyze every voice and text-based interaction at the deepest levels, identifying patterns and traits that shed light on new areas of opportunity. Automated performance scoring, emotion metrics, and AI-driven topic discovery provide actionable insights that can be leveraged to improve the customer experience within the contact center.
Integrated reporting and analytics is developed for our clients to support our performance commitment and to identify ongoing workflow enhancement opportunities
Each year NTT produces a Global CX Benchmarking report for our customers that provides deep insight into customer sentiment and industry trends.
As part of our commitment to continuous improvement, NTT will work with customers to conduct a review of their end-to-end customer experience and make recommendations based on their unique needs to help differentiate their brand, build loyalty, and drive efficiencies.
With NTT’s IVR, prompt your customers to self-direct through your main menu and call tree with or without speech recognition. Authenticate customers, deliver a great experience and increase self-service adoption by helping customers navigate the IVR quickly. NTT’s IVR allows you to tailor messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
Make email part of the full customer experience. Automatically distribute emails to the best-fit agent based on content analysis and keywords. Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.
Allows customers to interact via your website. NTT’s chat routing provides your digital customers immediate access to live help. Chat requests can be intelligently routed to the individual best equipped to help.
Engage your customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger and WeChat. Then connect them to the right resource by routing customer text messages to your best-fit agents.
When hold times are high customers can be offered a call-back option. An alternative to waiting on hold can make the difference in a customer’s experience. During busy periods callers can be presented with the option of receiving a call-back at a later time resulting in improved service levels and a better Customer Experience.
NTT leverages RPA to automate simple, repetitive tasks through to complex cognitive tasks driving efficiency in contact centres and back-office environments.
Strengthen web and mobile self-service applications with chatbots and the power of AI connected to the agent experience for when it matters most.
Integration to key payment platforms including Fiserv and TSYS to support payment needs.
NTT’s RTA tool is a state-of-the-art AI platform that improves the employee and customer experience by providing real-time assistance to Agents and Supervisors working in contact centres. This PCI compliant tool offers real-time support and call transcription in both English and French.
The training design team leverages their experience and expertise to develop engaging client programs suitable for both in person and remote training. Each of our training delivery team completes a stringent certification process specific to individual client programs.
We have found that engaging employees in their own performance development, providing real-time visibility into how they are doing and the support to help them improve and develop the skills they need not just for their current role but to grow with the company drives a better employee and therefore customer experience.
Quality Assurance program features an AI based platform that can analyze every voice and text-based interaction at the deepest levels, identifying patterns and traits that shed light on new areas of opportunity.
Workflow automation helps drive efficiencies in your customer environment by reducing touch points and standardizing workflow. The platform ingests various workflow item types centralizing the workflow items and auto assigning them based on priority, service level and agent skill.
NTT develops, design, maintains and delivers Standard Operating Procedures to support agents leveraging both client and NTT Knowledge Management tools.
Collaboration tools allow your team to connect, feel supported and engaged. Whether it be day-to-day or during training, NTT provides tools to ensure the team is able to interact with peers & managers in real time for support.
Fully redundant high speed network connections between data centers, including AWS Direct Connect access to Genesys cloud.
Our Business Insights and Innovation experts leverage machine learning to distill voice and digital data into actionable insights and recommendations focused on reducing customer pain points, increasing efficiency, and lowering our clients overall costs.
Cloud-based technology based on microservices. Fully scalable architecture built to service all customers big and small.
Our overarching recruitment principles are based on enabling sustainable and meaningful careers for our employees while identifying opportunities to employ previously unrecognized talent pools through modern sourcing methods and selection tools that ensure quality of hire, best fit to business culture and, very importantly, an affinity to your customers.
Industry leading expertise on CX platform management, including call flow management and systems integration.
Leverages a highly agile and scalable workforce management platform that allows delivery of seamless experiences for customers, agents and contact centre managers—no matter where employees are working. Functions include forecasting, resource planning, scheduling and intraday management.
NTT’s Compliance, Risk, and Security Management team monitors regulatory changes impacting our operations and our clients operations ensuring procedures, controls and reporting are in place to meet the evolving regulatory environment.
NTT has experience with multiple Customer Satisfaction surveys. In some cases, surveys are distributed via email or web form after every call and in others, customers are asked to complete a short survey at the end of the call. The feedback we receive is used in coaching conversations and recurring feedback is provided to the training team to incorporate.
NTT leverages a conversation analytics platform that can analyze every voice and text-based interaction at the deepest levels, identifying patterns and traits that shed light on new areas of opportunity. Automated performance scoring, emotion metrics, and AI-driven topic discovery provide actionable insights that can be leveraged to improve the customer experience within the contact center.
Integrated reporting and analytics is developed for our clients to support our performance commitment and to identify ongoing workflow enhancement opportunities
Each year NTT produces a Global CX Benchmarking report for our customers that provides deep insight into customer sentiment and industry trends.
As part of our commitment to continuous improvement, NTT will work with customers to conduct a review of their end-to-end customer experience and make recommendations based on their unique needs to help differentiate their brand, build loyalty, and drive efficiencies.
With NTT’s IVR, prompt your customers to self-direct through your main menu and call tree with or without speech recognition. Authenticate customers, deliver a great experience and increase self-service adoption by helping customers navigate the IVR quickly. NTT’s IVR allows you to tailor messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
Make email part of the full customer experience. Automatically distribute emails to the best-fit agent based on content analysis and keywords. Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.
Allows customers to interact via your website. NTT’s chat routing provides your digital customers immediate access to live help. Chat requests can be intelligently routed to the individual best equipped to help.
Engage your customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger and WeChat. Then connect them to the right resource by routing customer text messages to your best-fit agents.
When hold times are high customers can be offered a call-back option. An alternative to waiting on hold can make the difference in a customer’s experience. During busy periods callers can be presented with the option of receiving a call-back at a later time resulting in improved service levels and a better Customer Experience.
NTT leverages RPA to automate simple, repetitive tasks through to complex cognitive tasks driving efficiency in contact centres and back-office environments.
Strengthen web and mobile self-service applications with chatbots and the power of AI connected to the agent experience for when it matters most.
Integration to key payment platforms including Fiserv and TSYS to support payment needs.
NTT’s RTA tool is a state-of-the-art AI platform that improves the employee and customer experience by providing real-time assistance to Agents and Supervisors working in contact centres. This PCI compliant tool offers real-time support and call transcription in both English and French.
The training design team leverages their experience and expertise to develop engaging client programs suitable for both in person and remote training. Each of our training delivery team completes a stringent certification process specific to individual client programs.
We have found that engaging employees in their own performance development, providing real-time visibility into how they are doing and the support to help them improve and develop the skills they need not just for their current role but to grow with the company drives a better employee and therefore customer experience.
Quality Assurance program features an AI based platform that can analyze every voice and text-based interaction at the deepest levels, identifying patterns and traits that shed light on new areas of opportunity.
Workflow automation helps drive efficiencies in your customer environment by reducing touch points and standardizing workflow. The platform ingests various workflow item types centralizing the workflow items and auto assigning them based on priority, service level and agent skill.
NTT develops, design, maintains and delivers Standard Operating Procedures to support agents leveraging both client and NTT Knowledge Management tools.
Collaboration tools allow your team to connect, feel supported and engaged. Whether it be day-to-day or during training, NTT provides tools to ensure the team is able to interact with peers & managers in real time for support.
Fully redundant high speed network connections between data centers, including AWS Direct Connect access to Genesys cloud.
Our Business Insights and Innovation experts leverage machine learning to distill voice and digital data into actionable insights and recommendations focused on reducing customer pain points, increasing efficiency, and lowering our clients overall costs.
Cloud-based technology based on microservices. Fully scalable architecture built to service all customers big and small.
Our overarching recruitment principles are based on enabling sustainable and meaningful careers for our employees while identifying opportunities to employ previously unrecognized talent pools through modern sourcing methods and selection tools that ensure quality of hire, best fit to business culture and, very importantly, an affinity to your customers.
Industry leading expertise on CX platform management, including call flow management and systems integration.
Leverages a highly agile and scalable workforce management platform that allows delivery of seamless experiences for customers, agents and contact centre managers—no matter where employees are working. Functions include forecasting, resource planning, scheduling and intraday management.
NTT’s Compliance, Risk, and Security Management team monitors regulatory changes impacting our operations and our clients operations ensuring procedures, controls and reporting are in place to meet the evolving regulatory environment.