AWS recognized as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) with Amazon Connect

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was recognized as a Leader for Amazon Connect, our AI-powered, cloud-native customer experience solution.

Amazon Connect is built on the same technology that powers Amazon.com’s own customer service operations, offering AI-driven capabilities across all customer touchpoints. Since its inception, Amazon Connect has been designed to be cloud-first and AI-native, providing organizations with enterprise-grade agility and scalability.

As a Leader for a third consecutive year, we believe this placement reflects our continuous innovation. By enabling AI throughout the customer journey, Amazon Connect helps businesses enhance their service delivery while optimizing operational costs through a flexible, pay-as-you-go pricing model. With Amazon Connect, organizations can quickly adapt their customer experience strategies, leveraging cutting-edge AI to drive differentiated brand value and customer loyalty. In our opinion, this recognition reinforces our belief that Amazon Connect is revolutionizing how businesses engage with their customers, setting new standards for efficient, personalized, and intelligent customer service.

According to Gartner, AWS is a CCaaS Leader because of our Ability to Execute and Completeness of Vision. Since the last Magic Quadrant, we’ve doubled down on eliminating barriers to AI adoption by delivering first-party AI across all channels with pricing tied to channel usage rather than AI consumption. Customers like Virgin Media O2 have achieved significant results, including faster complaint resolution, higher NPS scores, and reduced handle times, while Fujitsu reports over 96% accuracy in intraday forecasts and 15% efficiency gains in quality assurance.

The Gartner report offers insightful guidance as you evaluate the right cloud contact center solution for your business. Access a complimentary copy of the 2025 Gartner Magic Quadrant for CCaaS report here.

To learn more about Amazon Connect, visit the Amazon Connect page.

Ready to transform your customer service experience with Amazon Connect? Contact us.

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