AWS recognized as a leader in 2025 Forrester Wave for Contact Center as a Service with HAQM Connect

HAQM Web Services (AWS) was named a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025. We believe this recognition underscores the continued evolution and strength of HAQM Connect, our cloud-based contact center solution, since its launch in 2017.

This report evaluates the 10 most significant CCaaS providers based on Forrester’s comprehensive research criteria. In this evaluation, AWS received the highest score possible in criteria such as AI architecture, generative AI and LLM support, agent desktop and workflow automation, innovation, roadmap, and pricing flexibility and transparency.

We believe this recognition as a leader speaks to the ongoing evolution of HAQM Connect and its ability to meet the changing needs of businesses in delivering exceptional customer experiences. As we look to the future, we remain committed to pushing the boundaries of what’s possible in cloud-based contact center solutions. As organizations continue to seek ways to enhance their customer service capabilities, Forrester’s report serves as a valuable guide in selecting a CCaaS solution that aligns with their business needs. Access a complimentary copy of the 2025 Forrester Wave for Contact Center as a Service here.

Disclaimer: Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .