NCS Earns Prestigious 2025 Customer Value Leadership Award in Singapore

NCS Receives 2025 Customer Value Leadership Award

A Landmark Achievement in Contact Center Technology

NCS, a prominent tech services firm based in Singapore, has recently achieved a significant milestone by receiving the 2025 Singapore Customer Value Leadership Recognition from Frost & Sullivan in the contact center technology services sector. This prestigious award acknowledges NCS's exceptional contributions to enhancing customer experiences through innovative AI-driven solutions and strategic partnerships with both public and private sectors.

Embracing Human-Centric AI Solutions

The company has been lauded for its commitment to reimagining digital customer interactions via scalable, human-centric AI technologies. As noted by Krishna Baidya, Senior Director for the ICT Practice at Frost & Sullivan, NCS empowers organizations to transform customer experience (CX) by integrating generative AI and conversational automation into existing service models.

NCS's innovative approach employs modular AI accelerators and extensive expertise in enterprise integration, demonstrating their ability to deliver effective, consistent outcomes aligned with market demands. The AI-first model is crafted to produce high-impact benefits across diverse areas such as citizen services, advisory ecosystems, and automation functions, which help clients navigate the evolving digital landscape with confidence.

Highlights of AI Innovativeness

Central to NCS’s success is its suite of AI accelerators, which include Conversational AI, Knowledge-Augmented AI, GenAI@Scale, and Agentic AI. These tools serve as the backbone for tailor-made and compliant contact center implementations. A notable achievement was the deployment of an integrated generative AI solution at the Ministry of Manpower Singapore. This initiative utilized the Ins8.ai platform, which features a speech-to-text engine achieving an impressive 95% accuracy rate for Singaporean and regional accents.

Moreover, the use of Claude Instant LLM for call summarization has led to a remarkable 99% accuracy level and a significant reduction in average handling time (AHT) by 10%. The resulting efficiency has not only streamlined back-end operations but also enhanced the customer service agents' capacity for empathy-driven interactions.

Building a Collaborative Innovation Ecosystem

In addition to these technological advancements, NCS's dedication to customer-centric design and agile prototyping is evident in Tesseract, the company's Innovation Centre located in Singapore. This collaborative environment allows clients to experiment with AI use cases through hands-on experiences that accelerate ROI while fostering confidence in AI adoption. Aligning innovation delivery to organizational priorities is fundamental in maintaining a mutually beneficial partnership.

Commitment to Responsible AI

NCS actively participates in Singapore's AI governance framework and places a strong emphasis on responsible AI practices. As a co-developer of the Generative AI Centre of Excellence for Public Good, NCS implements principles prioritizing ethical standards, privacy protection, and bias mitigation. Such commitments position NCS as a trusted partner for sectors that require high regulation, like public services and finance.

Frost & Sullivan recognizes NCS not merely for its technological innovations, but for its holistic approach to blending technology with human insight. This strategy has elevated contact center performance and redefined the role of AI within customer engagement frameworks. Through initiatives like NCSgpt and the development of a community comprising over 3,000 AI practitioners, NCS ensures that its innovations remain sustainable and grounded in practical knowledge.

Conclusion

Each year, Frost & Sullivan awards the Customer Value Leadership Recognition to companies demonstrating exemplary strategy and execution. The recognition is reserved for organizations that show tangible impact via innovative solutions and exceptional performance. NCS’s receipt of this award exemplifies its forward-thinking approach in the technology sector, ensuring its position as a leader in delivering meaningful digital transformations. By merging advanced technology with customer-centric philosophy, NCS sets a high bar for excellence in the industry and encourages other companies to elevate their customer engagement strategies to new heights.

NCS’s ongoing innovations reflect the ever-changing nature of technology and customer expectations, validating its role as a key player in the contact center technology services landscape.