ISG to Study Amazon Connect Ecosystem Providers

Rhea-AI Impact

(Neutral)

Rhea-AI Sentiment

(Very Positive)

Key Terms

contact-center-as-a-service technical

A cloud-based service that provides the software and infrastructure companies use to run customer support centers — including phone, chat, email, routing, and reporting — without owning the hardware or building the system themselves. Investors care because it converts large upfront technology costs into predictable subscription revenue, can scale up or down like renting power for a business, and often drives recurring sales, gross margins, and faster adoption across customers.

cloud contact center technical

A cloud contact center is a customer-service system hosted over the internet that handles calls, chats, emails and other customer interactions from a remote provider instead of on-site equipment. Think of it like renting a utility for customer support rather than owning a power plant: it lets companies scale capacity up or down, pay predictable operating fees, and access real-time performance data, which can affect costs, customer satisfaction and recurring revenue for investors.

aws technical

AWS is a major cloud computing platform that rents on-demand computing power, data storage and software tools to businesses and governments so they can run applications and store data without owning and maintaining lots of hardware. It matters to investors because cloud services tend to generate steady, recurring revenue and influence a company’s growth and profit margins—think of it like businesses renting utility-style IT capacity instead of buying the power plant.

conversational ai technical

Conversational AI is technology that allows computers to understand, process, and respond to human language in a way that feels natural and interactive, similar to chatting with a person. It enables machines to hold conversations, answer questions, and assist with tasks automatically. For investors, it matters because this technology can improve customer service, streamline operations, and create new opportunities across many industries.

sentiment analysis technical

Sentiment analysis uses computer tools to read news, social media, analyst reports and other text to gauge whether the overall tone is positive, negative or neutral. Think of it as a thermometer for public mood: it turns words into a score that helps investors spot rising excitement or growing worry before those feelings show up in prices. Traders and analysts use these scores to anticipate demand, manage risk and time trades more effectively.

quadrants technical

Quadrants are a way of dividing a chart or analysis into four sections using two intersecting criteria (for example, risk vs. return or growth vs. value). They let investors quickly see where an asset, company, or sector falls relative to peers—like placing people on a height-vs.-weight plot to reveal distinct groups. That visual split helps highlight strengths, weaknesses and outliers, making comparisons and quick decisions easier.

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06/04/2026 - 09:00 AM

Upcoming ISG Provider Lens^® report will evaluate providers helping enterprises modernize contact centers with AI and AWS integrations

STAMFORD, Conn.--(BUSINESS WIRE)-- Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining providers that help enterprises use Amazon Connect to add AI-enabled capabilities to contact centers and modernize customer engagement.

The study results will be published in a comprehensive ISG Provider Lens^® report, called Amazon Connect Ecosystem, scheduled to be released in October 2026. The report will cover companies offering services and solutions for Amazon Connect implementation, cloud contact center migration, architectures native to AWS, AI-powered customer engagement, analytics and managed optimization.

Enterprise buyers will be able to use the report’s insights to evaluate their current vendor relationships, identify potential new engagements and compare available offerings. ISG advisors will use the research to guide clients through increasingly complex transformation and platform investment decisions.

Amazon Connect has become a key platform for enterprises seeking to replace legacy contact centers with cloud-native customer engagement environments. Rising customer expectations are pushing organizations to adopt more flexible, data-rich service models that combine automation with human expertise. Enterprises are also seeking stronger integration between customer experience platforms and broader cloud infrastructure so they can scale new services, improve agent productivity and support more personalized interactions.

“Enterprises are rethinking customer engagement around more intelligent, adaptable and integrated service models,” said Namratha Dharshan, chief business leader at ISG. “Amazon Connect is creating new opportunities to modernize contact centers, but buyers need providers that can combine platform expertise with AWS architecture and operational knowledge to produce measurable business outcomes.”

ISG has distributed surveys to more than 60 Amazon Connect ecosystem providers. Working in collaboration with ISG’s global advisors, the research team will produce two quadrants representing the Amazon Connect services and solutions that typical enterprises are buying, based on ISG’s experience working with its clients. The two quadrants are:

AWS Native Integrations, evaluating providers with expertise in Amazon Connect implementation, contact-center-as-a-service migration, enterprise-scale rollouts and integration with AWS services and business platforms. These providers are assessed on their ability to scale automation, access real-time data and create tailored workflows.
Intelligent Experiences, assessing providers that implement Amazon Connect to create measurable enterprise value through AI-driven automation, intelligent analytics and industry-specific accelerators. These providers are evaluated on their ability to support conversational AI, agent assistance, self-service, sentiment analysis and other features.

The report produced from the study will cover the global Amazon Connect ecosystem market and examine products and services available globally. ISG analyst Dr. Kenn Walters will serve as lead author of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as Amazon Connect ecosystem providers can contact ISG and ask to be included in the study.

All 2026 ISG Provider Lens evaluations feature expanded customer experience (CX) data capturing real-world enterprise feedback on specific provider services and solutions, based on ISG’s continuous CX research.

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.