
AWS was recognized as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, with Amazon Connect positioned first in Agile Contact Center and ranking highly across multiple use cases due to its rapid innovation and comprehensive capabilities.


<div><p>This article announces AWS's recognition as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, marking the first such recognition since Amazon Connect's launch in 2017.</p><ul><li>AWS named Leader based on Ability to Execute and Completeness of Vision</li><li>Amazon Connect ranked first in Agile Contact Center use case</li><li>Ranked second in Global Contact Center capabilities</li><li>Ranked third in Digital and Customer Engagement Center use cases</li><li>Recent innovations include agent guidance, case management, forecasting, and scheduling</li><li>Major customers include Priceline, Deliveroo, Capital One, and National Australia Bank</li></ul><p>AWS's Leader status reflects continuous innovation in omnichannel customer experience, agent productivity, and analytics capabilities for cloud contact centers.</p></div>


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