Amazon Web Services (AWS) this week dedicated a half-day virtual event to my favorite topic, contact center. First announced at Enterprise Connect in 2017 (I never tire of saying that!), Amazon Connect has been growing in reputation in the contact center market. It appeared for the first time in industry analyst reports in 2020, notably the Gartner Magic Quadrant for contact center as a service (CCaaS). Amazon Connect was already one of the fastest-growing AWS services, but like other CCaaS vendors, it saw accelerated growth in 2020 – continuing into 2021 as a result of the pandemic.
