AWS named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service

AWS announced that Amazon Connect was named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for the fourth consecutive year. The post describes Connect Customer as combining customer context, generative and agentic AI, and auditable actions with human handoffs, and contrasts its focus on full resolution with industry emphasis on deflection. Gartner's Magic Quadrant for CCaaS was published 19 October 2026 by Drew Kraus et al.