IDC MarketScape | Worldwide Agentic Contact Center–as-a-Service Platforms 2026 Vendor Assessment
AWS recognized as a Leader in the IDC MarketScape: Worldwide Agentic Contact Center–as-a-Service Platforms 2026 Vendor Assessment
Contact centers are evolving from basic call distribution systems into AI-driven orchestration platforms. As agentic AI reshapes customer service, organizations need platforms that can execute multistep workflows, connect across systems, and deliver personalized experiences with less human handoff.
Amazon Web Services (AWS) is named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center–as-a-Service Platforms 2026 Vendor Assessment (IDC #US54117326, August 2026). We believe this recognition reflects our commitment to helping customers build intelligent, customizable contact center experiences with Amazon Connect Customer.
Amazon Connect Customer offers consumption-based pricing, deep-native integration with AWS AI services including Amazon Bedrock, and the flexibility to build highly customized experiences through APIs. Whether you're looking to automate routine interactions, improve agent coaching, or gain real-time performance insights, Amazon Connect Customer is built to grow with your needs.
Read the IDC MarketScape excerpt to learn:
- How IDC evaluated agentic contact center-as-a-service platforms across strategy and capabilities criteria
- Why AWS is named a Leader in this assessment
- Key market trends shaping the future of AI-driven customer service
- What to consider when evaluating agentic CCaaS platforms for your organization
Did you find what you were looking for today?
Let us know so we can improve the quality of the content on our pages