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Resources to transform your customer experience with AI
Everything you need to learn about, evaluate, and implement Amazon Connect
Analyst reports
2025 Gartner Magic Quadrant
In 2025, Gartner evaluated Contact Center as a Service (CCaaS) vendors to help organizations identify the right solution for their contact center. AWS is named a Leader in the Gartner Magic Quadrant for CCaaS for its cloud contact center solution Amazon Connect, for a third year in a row.
2025 Forrester Wave
Amazon Web Services (AWS) is named a Leader in The Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025 for its cloud contact center solution, Amazon Connect. This Wave report provides buyers with insights on the top CCaaS vendors based on Forrester’s research criteria.
Customer videos
Deputy CEO, Hock Keong Ng, explains how Singapore’s Central Provident Fund Board (CPFB) uses AI Agents with Amazon Connect to better serve 4.2 million members, such as auto-transcription and real-time agent evaluation. The cloud-based solution enables rapid scaling, improved agent productivity, and enhanced service for less digitally-savvy citizens.
Before Amazon Connect, TUI managed more than 85 customer experience applications worldwide. Learn how consolidating disjointed services into the single Amazon Connect solution helped streamline workflows, empower frontline advisors, and improve performance at scale.
U.S. Bank chose Amazon Connect to integrate hundreds of contact centers and thousands of phone lines, delivering a unified customer experience while flexibly managing high call volumes. The implementation has resulted in 20% faster system changes and the ability to easily scale for fluctuating demand.
American Airlines migrated 10,000+ team members across 40 contact centers to Amazon Connect in just 18 months. System changes that previously took weeks and cost tens of thousands are now completed in days, while improved self-service and modern agent tools improve customer resolutions.
Virgin Media O2, serving 6 million fixed-line customers and 40 million mobile connections, implemented Amazon Connect with AWS to unify customer conversations across all touchpoints. The integration has improved customer satisfaction, reduced handoffs, and empowered agents with better data access.
Unlimited AI Demo
Discover how the next generation of Amazon Connect offers a unified AI solution for contact centers, integrating capabilities like GenAI self-service, agent assistance, and advanced analytics – all enabled with a single click.
End-to-End Demo
Watch an end-to-end Amazon Connect demo that highlights key capabilities across the customer, agent, and supervisor experience through a credit card example. The story weaves together self-service AI automation, live agent assistance with AI-powered upsell recommendations, and insights and optimizations using AI.
re:Invent sessions
Whitepapers and Reports
New Forrester TEI Study
Amazon Connect delivers 342% ROI with AI-powered contact center innovation. Based on interviews with five global organizations, Forrester found enterprises achieved 342% ROI, $78.7M net present value, and payback in under 6 months - with a 10% reduction in calls reaching agents, 60-second handle time savings, and 5% workforce optimization through AI. Read now
Driving Business Outcomes with the AWS Contact Center Solution
Contact center solutions impose significant constraints on modern enterprises. As customer service becomes increasingly critical to competitive differentiation, organizations need a solution that delivers measurable impact to employee efficiency, customer satisfaction, and cost management. Read now
Migrating to Amazon Connect
In this whitepaper you will learn how to successfully migrate your contact center to Amazon Connect. It provides a proven four-phase blueprint covering design, pre-go-live preparation, launch day execution, and post-implementation optimization. You'll discover how to achieve significant ROI improvements, reduce operational costs, and leverage AI-powered omnichannel capabilities. Read now