AWS Recognized Leader in Gartner 2026 CCaaS Magic Quadrant

AWS Named Leader in 2026 Gartner CCaaS Magic Quadrant

AWS has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service, its fourth straight year. Amazon Connect Customer builds a living picture of each client, letting businesses know who they are before speaking. Customers expect recognition, understanding, and consistent help across channels, and the platform delivers that without forcing repeat. Instead of chasing deflection, Connect Customer tackles tough issues like disputed claims, renegotiated mortgages, and disrupted itineraries to resolution. Generative and agentic AI let the system act on customer needs, keeping actions auditable and humans stepping in when needed. The 2026 Magic Quadrant report says AWS is building for what's next, ensuring customers feel known and problems get resolved. AWS's Connect Customer team, engineers, partners and customers shaped this platform, the award celebrates how far the company has come.