List of Amazon Connect Cloud Contact Center Customers
Amazon Web Services (AWS)
410 Terry Avenue North,
Seattle, WA, 98109-5210,
United States
Seattle, WA, 98109-5210,
United States
1 206-266-1000
Professional Services
135000
$128.7B
Since 2010, our global team of researchers has been studying Amazon Connect Cloud Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Amazon Connect Cloud Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Amazon Connect Cloud Contact Center for Call Center include: Nissan, a Japan based Automotive organisation with 120079 employees and revenues of $75.31 billion, Delta Air Lines, a United States based Transportation organisation with 103000 employees and revenues of $61.64 billion, PricewaterhouseCoopers, a United Kingdom based Professional Services organisation with 364782 employees and revenues of $56.90 billion, Capital One, a United States based Banking and Financial Services organisation with 78400 employees and revenues of $53.43 billion, Barclays Capital, a United States based Banking and Financial Services organisation with 79900 employees and revenues of $37.25 billion and many others.
Contact us if you need a completed and verified list of companies using Amazon Connect Cloud Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Amazon Connect Cloud Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Abtran | Professional Services | 1600 | $340M | Ireland | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2017 | n/a |
In 2017 Abtran implemented Amazon Connect Cloud Contact Center on Amazon Web Services, deploying a Cloud Contact Center to centralize inbound and outbound voice interaction handling for its customer experience operations. The Amazon Connect Cloud Contact Center implementation established a cloud-hosted contact routing and agent workspace architecture, leveraging AWS-native services for telephony, queuing, and real-time contact control.
The deployment focused on standard Cloud Contact Center functional modules such as interactive voice response, skills-based routing, agent desktop integration, and real-time supervisory monitoring. Configuration work emphasized contact flows, queue management, and API-driven integration points to support screen pop and interaction context enrichment, aligned with typical contact center orchestration and workforce management workflows.
Operational scope centered on Abtran’s contact centre operations and business process outsourcing services, with rollout staged by agent groups and contact channels to limit operational disruption. Governance and delivery considered cloud migration and automation skills as important, with experience in Azure cloud patterns, Azure DevOps source control and pipeline practices, .Net and API development, SQL Server, and automated regression testing frameworks cited as advantageous for sustaining the Amazon Connect Cloud Contact Center environment.
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Aegon | Insurance | 15700 | $32.5B | Netherlands | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2019 | n/a |
In 2019 Aegon deployed Amazon Connect Cloud Contact Center as the core Cloud Contact Center solution while organizing product ownership across two dedicated teams. The Sr. Product Owner role described managed a CRM team responsible for Salesforce, SF Marketing Cloud, Co-browsing, Pardot and related customer data workflows, and an Omnichannel Contact Center software team responsible for AWS Connect, workforce management, and voice recording capabilities.
The Amazon Connect Cloud Contact Center implementation emphasized omnichannel routing and channel orchestration, with configuration workstreams covering contact routing, queue management, and voice recording capture. Workforce management integration and scheduling were implemented as functional modules alongside call recording and quality monitoring, and co-browsing and CRM connectors were included to support contextual agent workflows.
Integrations were explicitly aligned to Salesforce and SF Marketing Cloud for customer context and to marketing automation in Pardot, while the contact center stack integrated with WFM and voice recording systems. Operational scope targeted contact center, sales, and marketing functions, with the Sr. Product Owner responsible for stakeholder management, defining vision and strategy, roadmap management, backlog grooming, and team management to coordinate cross-team delivery.
Governance and delivery used product management practices to prioritize features and manage the backlog across the CRM and Omnichannel Contact Center teams, enabling coordinated releases of Amazon Connect Cloud Contact Center capabilities and connected CRM workflows. The narrative centers on system architecture and operational ownership rather than quantified outcomes.
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Amazon United Kingdom | Retail | 64733 | $10.0B | United Kingdom | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2014 | n/a |
In 2014, Amazon United Kingdom implemented Amazon Connect Cloud Contact Center, with the deployment classified as Cloud Contact Center. The Amazon Connect Cloud Contact Center instance was provisioned on Amazon Web Services infrastructure to serve retail customer service operations and agent workstreams. The implementation aligned the application name Amazon Connect Cloud Contact Center with centralized contact handling for the retailer.
Configuration focused on core cloud contact center capabilities, including contact flows and IVR routing, skills based and queue based routing, an agent workspace for inbound voice and digital interactions, and real time and historical analytics for operational monitoring. The deployment leveraged Amazon Connect Cloud Contact Center features for omnichannel intake and configurable contact flows, supporting standard contact center workflows such as call distribution, escalation paths, and agent state management.
Operational governance emphasized standardized contact handling policies, role based access controls, and centralized configuration management on Amazon Web Services. The rollout targeted customer service business functions within the retail organization and used platform configuration and operational playbooks to govern queue definitions, routing logic, and agent profiles for consistent service handling.
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Arlington County Emergency Communications Center | Government | 60 | $11M | United States | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2025 | n/a |
In 2025, Arlington County Emergency Communications Center implemented Amazon Connect Cloud Contact Center to automate non emergency 911 call handling. The Amazon Connect Cloud Contact Center deployment applies AI driven triage to classify and route routine requests such as storm damage and towing within the county Call Center, and it is one of the first emergency communications centers in the United States and the first in the Northeast to adopt this AI enabled public safety call handling model.
The implementation focused on automating intake and disposition workflows for non emergency calls, embedding AI driven classification and routing logic into the Call Center call flows while preserving live operator escalation paths for critical 911 incidents. Operational coverage is centered on the Arlington County Emergency Communications Center, impacting public safety communications and dispatch intake functions rather than broad enterprise telephony. Governance and process changes emphasized clear escalation rules so that automated triage handles routine service requests and human operators remain responsible for priority calls, reflecting a controlled rollout approach to AI assisted call handling. The project positions Arlington as an early adopter of AI enabled public safety communications through its Amazon Connect Cloud Contact Center implementation.
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Barclays Capital | Banking and Financial Services | 79900 | $37.3B | United States | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2014 | n/a |
In 2014 Barclays deployed Amazon Connect Cloud Contact Center as part of its Call Center estate, operating AWS Connect in parallel with an extensive Avaya voice environment. The implementation is managed within Barclays 3rd Line Voice Support Team and is cited as supporting over 20,000 agents across Amazon Connect and Avaya platforms, with a particular focus on network side VoIP quality for remote agents.
Amazon Connect Cloud Contact Center configuration leverages AWS operational tooling including CloudWatch and Lambda for monitoring and event handling, with Jenkins Pipeline used for deployment automation. The contact center footprint is integrated with voice-specific tooling and modules, including Avaya CM releases 5 and 6, Avaya Experience Portal, Avaya Application Enablement Services, Avaya Call Management System, and wallboard solutions such as RMG\Symon Dacon IVS 12 and Wallboard\SDA.
The deployment surface includes explicit integrations with Nuance Speech Recognition and Nuance Voice Biometrics versions 9 and 10 for customer authentication, and with on-prem monitoring via SolarWinds NPM 12.1, SAM 6.3 and VNQM 4.4.4. Network and security intersections are managed with Fortigate and Juniper firewall teams, and secure access tooling such as Data Track Secure Access Management is used to govern administrative access to voice infrastructure.
Governance and operations were adjusted to centralize voice quality monitoring and onboarding under dedicated SMEs, one of whom designed and built a SolarWinds strategic solution featuring dual SQL servers and dual application servers. That rollout extended voice quality monitoring coverage to the entire Barclays Avaya voice platform, and ongoing operational responsibilities include Avaya Advanced Operational Service contract device onboarding and continuous VOIP monitoring overseen by the 3rd Line Voice Support Team.
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Professional Services | 11200 | $2.2B | United Kingdom | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2021 | n/a |
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Banking and Financial Services | 78400 | $53.4B | United States | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2021 | n/a |
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Banking and Financial Services | 1875 | $883M | United Kingdom | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2018 | n/a |
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Utilities | 22147 | $26.8B | United Kingdom | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2021 | n/a |
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Professional Services | 6547 | $1.3B | United Kingdom | Amazon Web Services (AWS) | Amazon Connect Cloud Contact Center | Call Center | 2010 | n/a |
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Buyer Intent: Companies Evaluating Amazon Connect Cloud Contact Center
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Amazon Connect Cloud Contact Center. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Amazon Connect Cloud Contact Center for Call Center include:
- Uber, a United States based Transportation organization with 31100 Employees
- Marion County, a United States based Government company with 525 Employees
- Surge Africa, a Colombia based Banking and Financial Services organization with 460 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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Uber | Transportation | 31100 | $44.0B | United States | 2026-09-16 |
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Marion County | Government | 525 | $96M | United States | 2026-07-30 |
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Fidelity | Banking and Financial Services | 78000 | $18.2B | United States | 2026-06-16 |
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Banking and Financial Services | 460 | $58M | Colombia | 2026-05-21 |
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Construction and Real Estate | 130 | $15M | United Kingdom | 2026-05-20 |
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Media | 80 | $12M | United Kingdom | 2026-05-06 |
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Professional Services | 17000 | $1.4B | India | 2026-04-16 |
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Retail | 1331 | $153M | United Kingdom | 2026-03-30 |
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Manufacturing | 10 | $1M | United States | 2026-03-21 |
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Banking and Financial Services | 2000 | $510M | Canada | 2025-12-18 |
FAQ - APPS RUN THE WORLD Amazon Connect Cloud Contact Center Coverage
Amazon Connect Cloud Contact Center is a Call Center solution from Amazon Web Services (AWS).
Companies worldwide use Amazon Connect Cloud Contact Center, from small firms to large enterprises across 21+ industries.
Organizations such as Nissan, Delta Air Lines, PricewaterhouseCoopers, Capital One and Barclays Capital are recorded users of
Amazon Connect Cloud Contact Center for Call Center.
Companies using Amazon Connect Cloud Contact Center are most concentrated in Automotive, Transportation and Professional Services, with adoption spanning over 21 industries.
Companies using Amazon Connect Cloud Contact Center are most concentrated in Japan, United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Amazon Connect Cloud Contact Center across Americas, EMEA, and APAC.
Companies using Amazon Connect Cloud Contact Center range from small businesses with 0-100 employees - 4.44%, to mid-sized firms with 101-1,000 employees - 13.33%, large organizations with 1,001-10,000 employees - 37.78%, and global enterprises with 10,000+ employees - 44.44%.
Customers of Amazon Connect Cloud Contact Center include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Amazon Connect Cloud Contact Center customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.