Transforming CX with scalable, responsible AI and enterprise integration
SAN ANTONIO, October 29, 2025 /PRNewswire/ — Frost and Sullivan is pleased to announce that NCS was awarded the Singapore Customer Value Leadership Recognition 2025 in the Contact Center Technology Services sector for its outstanding achievements in human-centric AI transformation, responsible innovation and measurable business outcomes. This recognition highlights NCS’ leadership in redefining digital customer experiences through scalable AI platforms, enterprise-grade integration and strategic collaboration with public and private sector clients.
NCS demonstrates the ability to align strategic initiatives with market demand while executing them with efficiency, consistency and scale. “Frost & Sullivan believes that NCS enables organizations to reimagine the customer experience by integrating generative AI, conversational automation and knowledge-enriched resources into the customer’s existing service functions. The company achieves this by leveraging its modular AI accelerators and deep enterprise integration expertise,” said Krishna Baidya, Senior Director – ICT Practice, Asia Pacific at Frost & Sullivan.
Guided by a long-term strategy focused on responsible innovation, co-creation and regional relevance, NCS has positioned itself as a trusted transformation partner for governments and businesses. Its AI-driven model is designed to deliver high-impact results across citizen services, advisory ecosystems and automation functions, enabling clients to confidently navigate a rapidly evolving digital landscape.
Innovation remains at the heart of NCS’s approach. Its suite of AI accelerators – Conversational AI, Knowledge-Augmented AI, GenAI@Scale and Agentic AI – form the backbone of personalized, compliant and efficient contact center deployments. NCS deployed an integrated generative AI solution built on Amazon Bedrock and orchestrated through its Ins8.ai platform, combining voice recognition and intelligent call synthesis at the contact center of the Ministry of Manpower, Singapore. Its text-to-speech engine achieved 95% accuracy in understanding Singaporean and regional accents. Using Claude Instant LLM for call summarization with 99% accuracy resulted in a 10% reduction in average handle time (AHT), >50% reduction in post-call administrative work. This project reinforces how generative AI can augment human agents, enabling empathy-based interactions while streamlining backend operations.
NCS’ focus on customer-centric design and agile prototyping is also supported by Tesseract, NCS’s innovation hub in Singapore, a space where customers can explore AI use cases through real-world experiments. This collaborative model not only accelerates ROI, but also builds long-term confidence in AI adoption, aligning innovation with organizational priorities.
The company’s commitment to responsible AI is evident in its leadership within Singapore’s AI governance ecosystem. As a co-developer of the Generative AI for Public Good Center of Excellence and an active participant in the IMDA Global Assurance Pilot, NCS integrates the principles of ethical AI, privacy protection, and bias mitigation into every deployment. This focus on reliable innovation strengthens its ability to serve highly regulated industries such as utilities and finance.
Frost & Sullivan commends NCS for setting high standards in strategic execution, market responsiveness and value-driven innovation. The company’s ability to combine technology and human insight not only improves contact center performance, but also redefines the role of AI in customer engagement. Its internal focus on workforce empowerment, through platforms such as NCSgpt and a growing community of more than 3,000 AI practitioners, ensures its innovations are both sustainable and grounded in real-world expertise.
Each year, Frost & Sullivan presents the Customer Value Leadership Recognition Award to a company that demonstrates exceptional strategy development and implementation, resulting in measurable improvements in market share, customer satisfaction and competitive positioning. This recognition is reserved for forward-thinking organizations that drive tangible impact through differentiated solutions and exceptional execution.
Frost & Sullivan Best Practices recognitions recognize companies in regional and global markets that demonstrate superior performance in leadership, technological innovation and strategic development. Market players are evaluated through in-depth interviews, data analysis, and extensive research to identify best practices that shape the future of the industry.
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Contact:
Tarini Singh
E : Tarini.Singh@frost.com
About NCS
NCS, a subsidiary of Singtel Group, is a leading technology services company operating in Asia Pacific, partnering with governments and businesses to advance communities through technology. Combining the experience and expertise of its team of 13,000 across 56 specializations, NCS provides differentiated, end-to-end technology services to its clients through its NEXT capabilities in digital, data, cloud and platforms, as well as core offerings in applications, infrastructure, engineering and cybersecurity. NCS also believes in building a strong partner ecosystem with leading technology players, research institutes and start-ups to support open innovation and co-creation. For more information, visit ncs.co.
SOURCE Gros & Sullivan
