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AWS named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service

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AWS named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service

I’m proud to share that Amazon Web Services (AWS) has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for Amazon Connect for the fourth consecutive year. We believe this recognition reflects years of work pushing on what’s possible in customer experience.

When we launched Amazon Connect Customer, we set out to evolve how businesses serve their customers: to make personalized, intelligent experiences possible without giving up efficiency, flexibility, or control. That belief still drives how we build today.

Customer expectations have shifted. People expect you to recognize them, understand what they need, and stay consistent across every channel. They don’t want to repeat themselves. They don’t want to navigate disconnected systems to solve a simple problem. They want interactions that feel natural, relevant, and genuinely helpful. Meeting that takes more than traditional contact center technology, it takes a comprehensive solution that brings together customer context, AI, and the flexibility to adapt. That’s what we’re building with Amazon Connect Customer.

What matters most to your customers hasn’t changed: they want to be known, they want their problems fully resolved, and they want to trust you in the moments that matter. Read the 2026 Gartner Magic Quadrant to know why we are recognized.

Experiences that start with knowing the customer. Connect Customer builds a living picture of every customer: who they are, what they’ve been through, what they need next. Every touchpoint draws on that intelligence. Your customer feels known before a single word is exchanged.


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