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Gartner | Magic Quadrant for Contact Center as a Service

AWS positioned as a Leader in 2026 Gartner Magic Quadrant for Contact Center-as-a-Service [CCaaS]

In today's experience-driven market, organizations are prioritizing AI-powered customer service as a core part of how they compete. Contact Center as a Service (CCaaS) platforms have become essential infrastructure for customer service teams to build, scale, and continuously improve AI-enabled customer interactions.

In the 2026 Gartner Magic Quadrant for Contact Center-as- a-Service, Amazon Web Services (AWS) is positioned as a Leader for AWS Connect Customer, a comprehensive agentic customer experience solution

Download the report to learn:

  • How Gartner evaluates Contact Center as a Service providers on completeness of vision and ability to execute
  • Why Amazon Web Services is positioned as a Leader for Connect Customer in this evaluation
  • Key trends shaping CCaaS market, including the increasing adoption of generative and agentic AI
  • The Gartner evaluation of AWS strengths & cautions, among other CCaaS providers
AWS recommends using this report as an essential resource when evaluating Contact Center as a Service platform for your organization's needs.
Read the Gartner report now
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NOTICE

Gartner, Magic Quadrant for Contact Center as a Service, 19 October 2026. By Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. Gartner and Magic Quadrant are trademarks of Gartner, Inc., and/or its affiliates. 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 Amazon Web Services.

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