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Business · Updated 27 Oct, 11:33 pm IST

AWS named a Leader in 2026 Gartner Magic Quadrant for CCaaS

Image: AWS Machine Learning Blog

Why it matters for readers: As a curious reader, it highlights how AI and customer data are being used to improve support experiences.

  • Gartner placed Amazon Connect in the Leaders quadrant for Contact Center as a Service in 2026, marking a fourth consecutive year for AWS in that position.1
  • AWS attributes the recognition to years of work on customer experience, combining customer context, AI, and flexibility in Amazon Connect Customer.1
  • AWS emphasizes evolving customer expectations—recognition, consistency across channels, and fewer repeated interactions—as drivers for its product development.1
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