AWS recognized as a Leader in 2023 Gartner CCaaS Magic Quadrant

Today’s contact center and CX leaders are looking for ways to innovate continuously to deliver exceptional customer and business outcomes.

In 2023, Gartner evaluated Contact Center as a Service (CCaaS) vendors to help organizations of all sizes identify the right solution for their contact center.

Amazon Web Services (AWS) is named a Leader in the Gartner CCaaS Magic Quadrant for the first time since its cloud contact center solution, Amazon Connect, launched in 2017. Amazon Connect is an easy-to-use cloud contact center solution that helps companies of any size deliver superior customer service at a lower cost.  

Read the report to:

  • Understand the Gartner assessment of the recognized 9 CCaaS vendors.
  • Discover why Gartner positioned AWS as a Leader and evaluate how Amazon Connect helps companies of all sizes deliver better outcomes with:
    • New functionality including Amazon Connect forecasting, capacity planning and scheduling, case management, and agent step-by-step guidance.
    • Agile pay-as-you-go pricing.
    • AWS’ global cloud infrastructure and expansive partner network.
  • Plan for the future with recommendations and considerations for CCaaS.

Contact Center as a Service Magic Quadrant, 2023

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from AWS.

Get the report online