Amazon Connect recognized as a Leader in 2023 Forrester Wave

Amazon Web Services (AWS) was named a leader in The Forrester Wave™: Contact Center as a Service, Q1 2023. This recognition highlights the innovation and success customers experience with AWS's cloud contact center solution, Amazon Connect, in delivering superior service at lower costs.

The Forrester report assessed 11 key CCaaS providers across 34 criteria. Amazon Connect achieved the highest score in 11 areas, including AI architecture, proactive engagement, self-service, agent desktop, innovation roadmap, customer count, and text and speech analytics. AWS also tied for the largest market presence among CCaaS providers.

Read the full 2023 Forrester Wave report for more insights.