ISG Provider Lens

Contact Center as a Service 2021 – US


ISG, a leading global technology research and advisory firm, has named Amazon Connect a Leader in its 2021 ISG Provider Lens Contact Center as a Service (CCaaS) report for the U.S. region. This evaluation assesses vendors across multiple axes including platform capabilities, open architecture, artificial intelligence (AI) and machine learning (ML) capabilities, including speed, reliability, scalability, embedded analytics, and the overall quality of the solutions offered.

“Amazon Connect runs on the AWS Cloud, which is considered the largest, most highly secure and reliable cloud in the world,” the report states.

AWS investments in North America, EMEA and APAC enable its customers to choose where they want their data center located for reduced latency. Amazon Connect has quickly joined the ranks among the large cloud contact center providers and has won deals with enterprises that run some of the largest and most sophisticated contact centers in the world. It has gained the attention of major CRM vendors such as Salesforce, Zendesk and ServiceNow, which have already created enhanced integrations within the platform.

AWS Strengths:

  • All inclusive, easy to set up and use, omnichannel contact center solution
  • Strong partnerships with CRM and WFM vendors
  • Competitive, low-cost, transparent pricing 
  • Vast AI capabilities including speech / text analytics
Gartner VPS Market Guide
Learn more about why ISG has named AWS a leading vendor in the U.S. CCaaS space.
 Read the ISG report »

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Source: Information Services Group, Inc. 2021 Information Services Group, Inc. ISG Provider Lens is a trademark of Information Services Group, Inc.