I’m proud to share that Amazon Web Services (AWS) has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for Amazon Connect for the fourth consecutive year. We believe this recognition reflects years of work pushing on what’s possible in customer experience.
When we launched Amazon Connect Customer, we set out to evolve how businesses serve their customers: to make personalized, intelligent experiences possible without giving up efficiency, flexibility, or control. That belief still drives how we build today.
Customer expectations have shifted. People expect you to recognize them, understand what they need, and stay consistent across every channel. They don’t want to repeat themselves. They don’t want to navigate disconnected systems to solve a simple problem. They want interactions that feel natural, relevant, and genuinely helpful. Meeting that takes more than traditional contact center technology, it takes a comprehensive solution that brings together customer context, AI, and the flexibility to adapt. That’s what we’re building with Amazon Connect Customer.
Customer experience without compromise
What matters most to your customers hasn’t changed: they want to be known, they want their problems fully resolved, and they want to trust you in the moments that matter. Read the 2026 Gartner Magic Quadrant to know why we are recognized.
Experiences that start with knowing the customer. Connect Customer builds a living picture of every customer: who they are, what they’ve been through, what they need next. Every touchpoint draws on that intelligence. Your customer feels known before a single word is exchanged. That’s what personal actually looks like.
Resolution that carries all the way through.
Most of the industry is still optimizing for deflection: getting customers away from humans as fast as possible. We took a different path. Connect Customer is built for the hard things: the disputed claim, the renegotiated mortgage, the disrupted itinerary that needs real action and can’t go wrong. We carry those interactions all the way through to resolution, and we make them feel natural and personal.
Generative and agentic AI push this further: understanding what a customer needs and acting on it. Every action is auditable. Humans step in when the moment calls for it. You get enterprise scale and the confidence that nothing slips through the cracks.
Building for what’s next
The companies that win the next decade of customer experience won’t be the ones with the most channels or the fastest bot. They’ll be the ones whose customers feel known, whose problems actually get resolved, and whose trust is earned in the moments that matter most. Connect Customer exists to make that real for businesses of every size.
I’m proud of the Connect Customer team for receiving this recognition for the fourth year in a row. Our engineers, product teams, partners, and customers shaped what we’ve built. This is a moment to celebrate how far we’ve come, and a signal of what’s ahead.
Every customer is unique. Every interaction should reflect that.
Read the 2026 Gartner Magic Quadrant for Contact Center as a Service: Gartner, Magic Quadrant for Contact Center as a Service, 19 October 2026, Drew Kraus Et Al.
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