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Featured services
Think beyond the robots
The successful integration of AI and IoT in manufacturing will depend on effective change management, upskilling and rethinking business models.
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Network as a Service
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Private 5G
Our turnkey private 5G network enables custom-built solutions that are designed around unique use cases and strategies, and deployed, run and optimized through a full network-as-a-service model.
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Managed Campus Networks
Our Managed Campus Networks services transform campus networks, corporate area networks and interconnected local area networks, and connect smart places and industries.
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Cloud and IT Infrastructure
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Cloud Architecture and Modernization
Discover how to achieve your business goals through cloud modernization practices, that deliver improved agility, reusability and scalability.
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Cloud Optimization
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Edge as a Service
Client stories
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Penske Entertainment and the NTT INDYCAR SERIES
Together with Penske Entertainment, we’re delivering digital innovations for their businesses – including INDYCAR, the sanctioning body of the NTT INDYCAR SERIES – and venues such as the iconic Indianapolis Motor Speedway, home to the Indianapolis 500.
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Using private wireless networks to power IoT environments with Schneider Electric
Our combined capabilities enable a secure, end-to-end digital on-premises platform that supports different industries with the benefits of private 5G.
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Digital Collaboration and CX
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CX Managed Services
Bridge gaps in skills, knowledge and capabilities to deliver exceptional CX that meets the needs of your customers in a rapidly evolving and highly competitive environment.
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Digital Events
From virtual events, webcasts and webinars to broadcasting and audio conferencing, our scalable solutions extend the impact of your digital events and can be tailored to your business needs.
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Global cellular connectivity
Achieve global cellular IoT connectivity with cost-effective SIM and eSIM bundles that let your machines and devices exchange critical data where and when they need to.
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Insights and resources
Recent Insights
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The Future of Networking in 2025 and Beyond
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Using the cloud to cut costs needs the right approach
When organizations focus on transformation, a move to the cloud can deliver cost savings – but they often need expert advice to help them along their journey
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Make zero trust security work for your organization
Make zero trust security work for your organization across hybrid work environments.
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Insights and resources
Copilot for Microsoft 365
Everyone can work smarter with a powerful AI tool for everyday work.
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2024 Infrastructure Lifecycle Management Report
Realize the benefits of effective hardware and software management.
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About us
CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
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Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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Everest Group PEAK Matrix® Assessment
NTT DATA is a Leader and Star Performer in the Everest Group Sustainability Enablement Technology Services PEAK Matrix® Assessment 2024.
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- Careers
Together with Credit Agricole Bank Polska we created a secure chat-based service to streamline communication with their customers. When COVID-19 prevented their customers from visiting their branches, they needed to find a new way for them to get information. With many of their customers not comfortable with digital channels, the solution had to take the load off the contact center in a user-friendly manner. Working with us they implemented a chatbot that lets customers interact using natural language to access information on banking services. They now have the foundations for the next step on their omnichannel customer experience journey, while continuing to build strong customer relationships.
Client Profile
Credit Agricole Bank Polska S.A. is part of the Credit Agricole Group. With 1.6 million customers, 4,800 employees and over 400 branches across the country, the bank is focused on its vision of working every day in the interests of customers and society.
Business need
Extending the reach of customer experience
With branches across Poland, Credit Agricole's customers relied on these facilities to interact with the company. With their product set focused on offering financial services such as loans and a customer profile that preferred physical interactions, the branch was a vital component of their customer experience. However, when the COVID-19 restricted access to these locations they saw a massive increase in the number of calls and emails to their contact center.
With daily calls increasing from 5,000 to 8,000 they needed to find ways to help customers – many of whom were not comfortable with other digital channels – get the information they need.
"We understand our customers and we didn't want to force them to interact with us in a way they weren't comfortable with. We needed a solution that allowed us to stay true to our principles but took some of the load off our contact center," says Iga Stępień, Product Owner Channel Excellence & Omnichannel Orchestration, Credit Agricole Bank Polska.
Working with our team they decided to implement a chatbot, that would take some of the load off their contact center agents but still interact with their customers in a natural manner.
"As a bank, regulatory compliance is not negotiable, and the solution NTT provided allowed us to do that while still taking advantage of the latest chatbot technology."
Solution
Creating a secure chat-based service
Building on their existing Genesys infrastructure we created a chatbot that allowed their customers to contact the bank in a more natural environment. This allowed them to interact using natural language, in Polish, while now having access to some services 24x7.
This enabled them to integrate the solution with their existing customer management systems so that all interactions could be monitored and recorded, maintaining their high levels of customer service.
The other key component of the solution was Google Dialogflow, which powered the chatbot solution. With this platform being cloud-based, we created an anonymization service to ensure that the new service fully complied with Poland's banking regulations.
All user identifiable data is fully anonymized before it is sent to the cloud service, with no sensitive information leaving systems based in Poland.
"As a bank, regulatory compliance is not negotiable, and the solution NTT provided allowed us to do that while still taking advantage of the latest chatbot technology" says Stępień.
"We understand our customers and we didn't want to force them to interact with us in a way they weren't comfortable with. We needed a solution that allowed us to stay true to our principles but took some of the load off our contact center."
Outcomes
Offering an inclusive banking experience
For Credit Agricole they needed to create additional digital channels, but not at the expense of forcing their customers into interaction methods they weren't comfortable with. By incorporating a chatbot into their existing voice and email channels their customers were able to stay in contact with the bank, even when COVID-19 made getting to a branch impossible.
Laying an omnichannel foundation
For Credit Agricole, the chatbot marks the start of their omnichannel customer experience journey. They can now explore additional ways of interacting with their customers, based on their preferences. "We understand that many of our customers are not digital natives and we need to bring banking to them, not ask them to adapt to what is easiest for us," says Stępień.
Fully secure solution
Leveraging our global security expertise and extensive financial services experience Credit Agricole has expanded the reach of their platform into the cloud while still fully complying with the Polish banking sector regulations. With this platform in place, they can continue to drive innovation at the bank.