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CrayonIQ | APAC Contact Centre CX Platforms with AI Buyers Guide 2026

Read CrayonIQ's independent evaluation of 20 contact centre CX platforms with AI across Asia-Pacific

CrayonIQ assessed vendors across 7 capability categories and positioned AWS (Amazon Connect) as an Enterprise Transformer — recognising its agentic AI-powered expansion into a family of four connected solutions spanning customer experience, recruitment, healthcare, and supply chain.

Read the report to understand:

  • Why AWS Is Positioned as an Enterprise Transformer Discover how Amazon Connect's expansion on April 28, 2026 into a family of four agentic AI solutions — Amazon Connect Customer, Amazon Connect Decisions, Amazon Connect Talent, and Amazon Connect Health — represents a fundamentally different approach to CX. Built on real-world learnings from the world's largest contact centre deployments, AWS is connecting people with AI to achieve more across every business function, not just customer service.
  • The APAC Contact Centre AI Landscape in 2026 Understand how AI-native platforms are fundamentally reshaping APAC contact centres — from conversational AI and real-time agent assist to predictive routing and autonomous resolution. The report evaluates 20 vendors across 7 weighted categories including Agentic AI & Autonomous CX, Omnichannel & Digital Engagement, Workforce Optimisation, Analytics & AI, Platform & Integration, Innovation & Roadmap, and Market Presence & Scalability.
  • How Amazon Connect Delivers Enterprise-Grade CX at Scale Learn how AWS combines Amazon Bedrock, Amazon Q, Amazon Lex, and Amazon Nova to power intelligent self-service, real-time agent coaching, AI-generated summaries, and automated quality management. With 15+ feature launches in 2025-2026, Amazon Connect now supports generative AI-powered customer journeys, unified agent desktop experiences, and proactive outbound campaigns — all on a consumption-based pricing model with no upfront licensing.
  • Real-World Customer Impact Across APAC See how leading organisations are achieving measurable outcomes: Toyota (AI-powered dealership experience), DoorDash (generative AI agent assist), HCLTech (enterprise CX transformation), and AAMC (healthcare contact centre modernisation). The report also covers how AWS's partnership with OpenAI and its multi-model strategy enables organisations to choose the right AI for each use case.
Whether you're a CX leader evaluating next-generation contact centre platforms, an IT decision-maker building a business case for AI-powered customer engagement, or a partner looking to understand the competitive landscape — this independent buyers guide provides the data-driven analysis to inform your platform selection.
Download the CrayonIQ report now
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CrayonIQ APAC Contact Centre CX Platforms with AI Buyers Guide 2026. All rights reserved. This publication may not be reproduced or distributed in any form without CrayonIQ’s prior written permission. The information contained in this publication has been obtained from sources believed to be accurate. CrayonIQ disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. The opinions expressed herein are subject to change without notice.