AWS recognized as a Leader in 2023 Gartner Magic Quadrant for Contact Center as a Service with Amazon Connect

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the first time since Amazon Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this Leader placement reflects our rapid pace of innovation that enables companies of all sizes to deliver superior customer experiences at lower cost.

AWS’s Ability to Execute and Completeness of Vision are the reasons why it was named a Leader in the CCaaS space. In the Gartner Critical Capabilities research, AWS positioned first in Agile Contact Center, second in Global Contact Center, and third in Digital Customer Service Center and Customer Engagement Center use cases.

Since Amazon Connect was launched in 2017, we’ve continued to launch new capabilities for omnichannel customer experience, agent productivity, and analytics, insights, and optimization. Vice President of Amazon Connect Pasquale DeMaio reflects, “We’re extremely excited about how we’re enabling our customers to deliver bar raising experiences for their customers and agents. We’ve made huge investments over the last year to launch significant new capabilities like agent step-by-step guidance, case management, forecasting, capacity planning, and scheduling, and screen recording. We’re energized by the momentum we’ve maintained and believe these expanded capabilities are a key factor to Gartner recognizing us as a Leader.”

Today, Amazon Connect customers like Priceline, Deliveroo, Unum, Capital One, Fujitsu, Intuit, John Hancock, New York Times, and National Australia Bank use Amazon Connect to deliver better customer experiences.

The Gartner report offers insightful guidance as you evaluate the right cloud contact center solution for your business. Access a complimentary copy of the 2023 Gartner Magic Quadrant for CCaaS report here.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from AWS.

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