Cloud contact centre
Amazon Connect
AWS's cloud contact centre, launched in 2017, with first-party AI across its channels.
A Leader in Gartner's 2025 Magic Quadrant for CCaaS, for teams already building on AWS.
Amazon Connect is AWS's contact-centre service, named a Leader in Gartner's CCaaS Magic Quadrant for the third year running in 2025 and a Leader in The Forrester Wave for CCaaS platforms, Q2 2025. AWS says its AI features are priced with channel usage rather than as separate AI consumption. Worth a look when your engineering team already runs on AWS and wants the contact centre on the same cloud.
Where it shines
- Part of AWS, next to services your engineers may already use
- AI features priced with channel usage, per AWS
Check before signing
- Plan for in-house AWS skills to configure and extend it
- Confirm which messaging channels are available in the AWS regions you would use
What it offers
- Solves
- Voice contact centreCustomer support & service
- Channels
- Voice
- Industries
- Any industry
- Markets
- Global
- Languages
- English
- Security and privacy attestations
- ISO/IEC 27001ISO/IEC 27017 (cloud security)ISO/IEC 27018 (cloud privacy)ISO/IEC 27701 (privacy)SOC 2 reportPCI DSSHIPAA (BAA offered)GDPR (DPA offered)CSA STAREach one cites its source below.
Technical details
- Type of solution
- Cloud contact centreVoice & telephony
- Deployment
- Ready-to-use cloud serviceProgrammable API
- Company size
- Mid-sized companyEnterprise
Something is listed only when it can be checked. A connection we could not confirm is left off, and Find providers then credits the API at half weight.
Our six checks
- Operational transparencyNot assessed
Not yet worked through.
- Documented interfacesNot assessed
Not yet worked through.
- Delivery accountabilityNot assessed
Not yet worked through.
- Consent and complianceNot assessed
Not yet worked through.
- Data handlingNot assessed
Not yet worked through.
- Commercial clarityNot assessed
Not yet worked through.
Not assessed is not a failure — it means we have not checked yet. Methodology
Evidence
Independent recognition
- Leader, Gartner Magic Quadrant for Contact Center as a ServiceGartner · 2025
- Leader, The Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025Forrester · 2025
Sources
- Amazon Connect — AWS
- AWS recognized as a Leader in the 2025 Gartner Magic Quadrant for CCaaS with Amazon Connect — AWS
- Amazon Connect customer resources — AWS
- Compliance validation in Amazon Connect — Amazon Web Services, 2026-10To re-check
- ISO Certified (services in scope, ISO and CSA STAR) — Amazon Web Services, 2026-10To re-check
- AWS Data Processing Addendum (DPA) - Navigating GDPR Compliance on AWS — Amazon Web Services, 2026-10To re-check
Every attribute
The same attributes, measured by the same rules, for every listing. "Not recorded" means we have not checked yet — never a "no". Spot something missing or wrong? Suggest an edit.
What it does
Where, and for whom
Setup and connections
The company
- Same owner as cpaas.co
- No
Our checks
The community
- "Looks right" confirmations
- 0
- Community reviews
- 0
- Community rating
- Not applicable
Experiences and ratings
Share your experienceNo experiences with Amazon Connect yet. Used it? Yours could be the first.
Reviews are read by a moderator before they appear, are shown beside the facts, and never feed a score or a ranking. You may not review a product you work for, sell, compete with or are paid to promote.
Profile shape
- Channels
- 13
- Reach
- 100
- Connectors
- 17
- Deployment
- 67
- Price clarity
- 0
- Criteria shown
- 0
Breadth measures from recorded facts — not a quality score.
Alternatives