原标题：AWS named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service
AWS 宣布 Amazon Connect 连续第四年入选 2026 Gartner CCaaS（联络中心即服务）魔力象限领导者。文中介绍 Amazon Connect Customer 以客户上下文和生成式、智能体 AI 支撑从主动外呼到自助解决的全流程，并称其与行业常见的转接优化路径不同，强调把复杂交互推进到最终解决，每个动作可审计、必要时由人工介入。
作者作为当事方说明连续四年入选的理由，并介绍了 Amazon Connect Customer 以完整解决为导向的产品思路。
本页的摘要、推荐理由与解读出自 AIsa Studio 的 AI 风向智能体，原文版权归原作者所有。
AWS 官方宣布，Amazon Connect 在 2026 Gartner 联络中心即服务（CCaaS）魔力象限中被评为领导者，这已是连续第四年获此评级。发布文章的作者对 Connect Customer 团队、工程师、产品团队、合作伙伴和客户表达了感谢，并称这是「庆祝我们走了多远的一刻，也是对未来的一种信号」。
这是 AWS 官方博客式的发布，核心信息是两点：一是 Amazon Connect 在 CCaaS 魔力象限中连续四年保持领导者地位，二是 AWS 借此阐述其对客户体验方向的主张——认为未来胜出的企业不是「渠道最多或机器人最快」的，而是让客户感到被了解、问题真正被解决、信任在关键时刻建立起来的企业。对行业观察者而言，文中提出的「解决导向而非转接导向」路线、可审计的 agentic AI、以及按需索取的完整 Gartner 报告，可作为评估联络中心产品演进方向时的参考材料。
主要影响对象是使用或评估联络中心解决方案的企业——尤其是客服、客户体验和 IT 采购相关的决策者，以及使用 Amazon Connect 或考虑从其他 CCaaS 方案迁移的团队。AWS 的合作伙伴与开发者生态也会关注这一产品路线。
我很自豪地宣布，亚马逊云科技（AWS）的 Amazon Connect Customer 连续第四年被《2026 年 Gartner 联系中心即服务 (CCaaS) 魔力象限》评为领导者。我们认为，这一认可反映了我们在推动客户体验可能性方面多年来的努力。
当我们推出 Amazon Connect Customer 时，我们的目标是改变企业为客户服务的方式：在保持效率、灵活性和控制权的同时，实现个性化和智能的体验。这一信念至今仍驱动着我们的构建工作。
客户的期望已经发生变化。人们希望您能识别他们，理解他们的需求，并在每个渠道上保持一致。他们不想重复自己的问题，也不想为了一个简单的解决方案而穿梭于互不相连的系统之间。他们希望互动感觉自然、相关且真正有帮助。满足这一点不仅仅需要传统的联系中心技术，还需要一个全面的解决方案，将客户上下文、人工智能以及适应变化的灵活性结合起来。这正是我们使用 Amazon Connect Customer 所构建的内容。
毫不妥协的客户体验
对您的客户来说最重要的事情没有改变：他们希望被了解，希望他们的问题得到彻底解决，并希望在关键时刻信任您。阅读2026 年 Gartner 魔力象限以了解我们为何获得认可。
始于了解客户的体验。 Connect Customer 为每位客户构建生动的画像：他们是谁，经历过什么，接下来需要什么。每次接触都利用这些智能信息。在交换第一个字之前，客户就感到被了解。这才是“个性化”的真实样子。
贯穿始终的解决方案。
大多数行业仍在优化“拦截率”：尽可能快地让客户远离人工客服。我们选择了不同的路径。Connect Customer 专为处理复杂情况而设计：有争议的索赔、重新协商的抵押贷款、需要实际行动且不能出错的行程中断。我们将这些互动一直引导至解决，并使其感觉自然且个性化。
生成式 AI 和代理式 AI 进一步推动了这一进程：理解客户的需求并采取行动。每一个操作都是可审计的。当时刻需要时，人类会介入。您获得了企业级的规模，并确信没有任何细节会被遗漏。
为未来而建
在未来十年的客户体验竞争中获胜的公司，不会是那些拥有最多渠道或最快机器人的公司。而是那些让客户感到被了解、让问题真正得到解决、并在最关键的时刻赢得信任的公司。Connect Customer 旨在让各种规模的企业都能实现这一目标。
我为 Connect Customer 团队连续第四年获得这一认可而感到自豪。我们的工程师、产品团队、合作伙伴和客户塑造了我们所构建的一切。这是一个庆祝我们取得进展的时刻，也是对未来前景的信号。
每位客户都是独特的。每次互动都应反映这一点。
阅读《2026 年 Gartner 联系中心即服务魔力象限》：Gartner，《联系中心即服务魔力象限》，2026 年 10 月 19 日，Drew Kraus 等人。
Gartner 不认可其出版物中描绘的任何公司、供应商、产品或服务，也不建议技术用户仅选择评级最高或其他指定类别的供应商。Gartner 出版物代表 Gartner 商业和技术洞察组织的观点，不应被视为事实陈述。Gartner 对其出版物不承担任何明示或暗示的保证，包括任何适销性或特定用途适用性的保证。
Gartner 和 Magic Quadrant 是 Gartner, Inc. 及其关联公司的商标。
此图表由 Gartner, Inc. 作为更大研究文档的一部分发布，应在整个文档的背景下进行评估。该 Gartner 文档可向 AWS 申请获取。
I’m proud to share that Amazon Web Services (AWS) has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for Amazon Connect for the fourth consecutive year. We believe this recognition reflects years of work pushing on what’s possible in customer experience.
When we launched Amazon Connect Customer, we set out to evolve how businesses serve their customers: to make personalized, intelligent experiences possible without giving up efficiency, flexibility, or control. That belief still drives how we build today.
Customer expectations have shifted. People expect you to recognize them, understand what they need, and stay consistent across every channel. They don’t want to repeat themselves. They don’t want to navigate disconnected systems to solve a simple problem. They want interactions that feel natural, relevant, and genuinely helpful. Meeting that takes more than traditional contact center technology, it takes a comprehensive solution that brings together customer context, AI, and the flexibility to adapt. That’s what we’re building with Amazon Connect Customer.
Customer experience without compromise
What matters most to your customers hasn’t changed: they want to be known, they want their problems fully resolved, and they want to trust you in the moments that matter. Read the 2026 Gartner Magic Quadrant to know why we are recognized.
Experiences that start with knowing the customer. Connect Customer builds a living picture of every customer: who they are, what they’ve been through, what they need next. Every touchpoint draws on that intelligence. Your customer feels known before a single word is exchanged. That’s what personal actually looks like.
Resolution that carries all the way through.
Most of the industry is still optimizing for deflection: getting customers away from humans as fast as possible. We took a different path. Connect Customer is built for the hard things: the disputed claim, the renegotiated mortgage, the disrupted itinerary that needs real action and can’t go wrong. We carry those interactions all the way through to resolution, and we make them feel natural and personal.
Generative and agentic AI push this further: understanding what a customer needs and acting on it. Every action is auditable. Humans step in when the moment calls for it. You get enterprise scale and the confidence that nothing slips through the cracks.
Building for what’s next
The companies that win the next decade of customer experience won’t be the ones with the most channels or the fastest bot. They’ll be the ones whose customers feel known, whose problems actually get resolved, and whose trust is earned in the moments that matter most. Connect Customer exists to make that real for businesses of every size.
I’m proud of the Connect Customer team for receiving this recognition for the fourth year in a row. Our engineers, product teams, partners, and customers shaped what we’ve built. This is a moment to celebrate how far we’ve come, and a signal of what’s ahead.
Every customer is unique. Every interaction should reflect that.
Read the 2026 Gartner Magic Quadrant for Contact Center as a Service: Gartner, Magic Quadrant for Contact Center as a Service, 19 October 2026, Drew Kraus Et Al.
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