Amazon Connect Expands Customer Service Transformations

Amazon Connect Expands Customer Service Transformations

Enterprises adopt cloud-native platform to unify customer engagement tools, automate service and increase efficiency, ISG Provider Lens® report says

A growing number of organizations are replacing fragmented customer experience systems with cloud-based environments based on the Amazon Connect platform to enable personalized interactions and resilient operations, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens® global Amazon Connect Ecosystem report finds that customer engagement is becoming a core objective of enterprise digital transformations. Rising expectations for speed and seamless interactions are reshaping customer technology priorities. Economic pressure is prompting companies to seek efficiency while protecting service quality, retention, workforce productivity and revenue growth. Amazon Connect combines AI, analytics, automation, omnichannel communications and native cloud services to smoothly carry out complex customer journeys.

“Contact centers are becoming a decision point for customer relationships, not just a service channel,” said Keith Dawson, director of research, customer experience, ISG. “Cloud platforms like Amazon Connect link people, data and interactions so companies have more context for action as demand evolves.”

Modernizing customer-service infrastructure has become a priority for organizations with traditional systems that lack flexibility, scalability and intelligence. Companies are adopting cloud-native environments that enable rapid deployment, dynamic scaling and continuous updates. Enterprise-grade security controls and integrated protections in these platforms support reliable operations for complex, mission-critical interactions. Data and analytics give teams greater visibility into service delivery, workforce performance and changing customer needs.

AI is becoming central to customer engagement strategies through virtual assistants, automated workflows and agent assistance. Companies use these capabilities to manage repetitive interactions and give employees more time to handle complex and sensitive conversations. Real-time sentiment analysis, journey analytics and predictive recommendations help teams understand customer intent and refine service delivery. Human-AI collaboration reduces cognitive workload with contextual recommendations, interaction summaries and knowledge assistance during live engagements.

Seamless omnichannel engagement has become a standard expectation as customers move between voice, chat, email, SMS and social media. Amazon Connect provides agents with customer context across all channels, helping to prevent interruptions, repeated information and disconnected experiences. Its AWS integrations enable customized workflows, real-time enterprise data access and process automation through tools including Lambda, Amazon S3, DynamoDB and Amazon Lex. The platform can also be integrated with customer relationship management, enterprise resource planning, analytics, security and other business applications, ISG says.

“AI produces value when it enriches customer interactions with enterprise data and employee expertise,” said Kenn Walters, lead author of the report. “Providers help companies use those connections to achieve faster resolutions, stronger agent support and more consistent journeys.”

The report also explores other trends in the Amazon Connect ecosystem, including the growing use of agentic capabilities for real-time decision-making and increasing demand for compliance capabilities to meet new regulatory expectations.

For more insights into enterprise challenges relevant to the Amazon Connect ecosystem, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates the capabilities of 44 providers across two quadrants: AWS Native Integrations and Intelligent Experiences.

The report names Accenture, Capgemini, Cognizant, DXC Technology, Genpact and TCS as Leaders in both quadrants. It names CloudHesive, Deloitte, Infosys, Servion, Slalom, TP, Trianz and Wipro as Leaders in one quadrant each.

In addition, NTT DATA and Presidio are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

Customized versions of the report are available from Caylent and TP.

The 2026 ISG Provider Lens global Amazon Connect Ecosystem report is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

Press Contacts:

Laura Hupprich, ISG
+1 203-517-3132
laura.hupprich@isg-one.com

Erik Arvidson, Matter Communications for ISG
+1 978-518-4542
isg@matternow.com

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