Amazon Connect Expands Customer Service Transformations
Key Highlights
- ➤Amazon Connect adoption rises as enterprises replace fragmented customer experience systems
- ➤ISG report evaluates 44 providers across AWS Native Integrations and Intelligent Experiences
- ➤Accenture, Capgemini, Cognizant, DXC Technology, Genpact and TCS lead both quadrants
- ➤CloudHesive, Deloitte, Infosys, Servion, Slalom, TP, Trianz and Wipro lead one quadrant
- ➤NTT DATA and Presidio named Rising Stars with promising portfolios and high future potential
Expert Statements
Keith Dawson, Director of Research, Customer Experience, ISG
“Contact centers are becoming a decision point for customer relationships, not just a service channel,”
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.”
Kenn Walters, Lead Author of the Report, ISG
“AI produces value when it enriches customer interactions with enterprise data and employee expertise,”
Kenn Walters, Lead Author of the Report, ISG
“Providers help companies use those connections to achieve faster resolutions, stronger agent support and more consistent journeys.”
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.
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