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

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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260604752749/en/

Enterprises are rethinking customer engagement around more adaptable models. Amazon Connect creates opportunities to modernize contact centers, but buyers need providers that can combine platform expertise with AWS architecture and operational knowledge.