Every category where a model named Amazon Connect for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
Contact center platforms	Customer	4%	10 of 86	16%	19	accepted challenger
AI voice agents	Customer	0%	63 of 103	0%	1	under 10 labels · led by Retell AI at 27%
Conversational intelligence and call recording	Sales	0%	55 of 91	0%	1	under 10 labels · led by Avoma at 41%

Movement

This is the first edition on this tier, so no move can be computed for Amazon Connect yet. From the next edition this section shows, per buyer segment and per category, whether its share moved by more than the measured noise floor.

By model

How each model treated Amazon Connect across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	0	1	0	1
GPT-5.4 mini	1	1	0	0	2
Gemini 3.5 Flash	0	1	0	0	1
Perplexity Sonar	0	0	1	0	1
Grok 4.20	0	1	2	0	3
Mistral Small	0	0	2	1	3
DeepSeek V4 Flash	0	0	0	0	0
Llama 4 Maverick	0	0	2	0	2
Qwen 3.7 Flash	0	0	0	0	0
Kimi K2	0	1	0	1	2
GLM 4.7 FlashX	0	1	0	0	1
MiniMax M2.5	0	0	0	0	0
GPT-6 Luna	1	1	0	1	3
Muse Glimmer 30B	0	0	2	0	2

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct8 labels1

Paraphrase11 labelsNone

Comparative20 labelsNone

Budget-constrained16 labels4

Scale-constrained11 labelsNone

Negative11 labelsNone

First choiceAlternativeMentionNegative77 labels in all, every segment counted; 5 of the 5 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“the best fit is usually Amazon Connect for a low-cost, pay-as-you-go contact center” GPT-5.4 mini · Contact center · budget prompt · first choice

“My default pick for a tight budget is Amazon Connect” GPT-6 Luna · Contact center · budget prompt · first choice

“For an AWS-oriented team that wants flexibility and usage-based pricing, assess Amazon Connect Customer” GPT-6 Luna · Contact center · comparative prompt · alternative

“Amazon Connect if you have strong internal technical resources and want consumption pricing” Kimi K2 · Contact center · scale prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Avoid: NICE CXone and Amazon Connect for mid-sized B2B” Kimi K2 · Contact center · paraphrase prompt · hard negative

“Some users report reliable performance, but others have experienced authentication outages affecting agent login.” Mistral Small · Contact center · negative prompt · soft negative

“Not a platform to avoid generally, but don’t assume it’s a plug-and-play call-center package.” GPT-6 Luna · Contact center · negative prompt · soft negative

Named alongside

The products named in the same answers as Amazon Connect, over the 77 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Amazon Connect was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Genesys Cloud CX57 of 7728Compare →

Five952 of 772Compare →

NICE CXone51 of 7711Compare →

Talkdesk39 of 771Compare →

Cisco Webex Contact Center15 of 770Not among the top eight

Twilio Flex14 of 770Not among the top eight

Nextiva12 of 772Not among the top eight

Zoom Contact Center10 of 771Not among the top eight

Avaya Infinity10 of 770Not among the top eight

Salesforce Service Cloud10 of 770Not among the top eight

A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Amazon Connect. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 69 of the 77 answers that named Amazon Connect and are not a share of its labels.

Domains cited

nextiva.com34

cxtoday.com26

cloudtalk.io25

aws.amazon.comYour site22

justcall.io22

g2.com20

ringcentral.com19

techtarget.com19

genesys.com17

zendesk.com17

199 of the 221 domain citations in answers naming Amazon Connect came from somebody else's page.

Pages cited

nextiva.com/blog/contact-center-software.html24

techtarget.com/enterprise-software/tip/Top-19-contact-center-platforms-of-202618

ringcentral.com/contact-center.html16

justcall.io/hub/best-software/contact-center14

g2.com/categories/contact-center13

aloware.com/blog/best-cloud-contact-centers-for-businesses10

zoom.com/en/blog/contact-center-solutions10

learn.g2.com/best-contact-center-software9

Pages are listed as the models cited them.

Search and answers

amazon.com is not in Google's top ten for any of the category's searches. In the answers, Amazon Connect takes 4% of first choices and Five9 takes 18%.

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In search

Google, US estimates

Position for “contact center platform”

–

not in the top ten

Position for “best contact center platform”

–

not in the top ten

Searches for its name, Google: 8,100 a month (“amazon connect”)
AI search demand for its name, est.: 3,857 a month
Its company's site: amazon.com shared with Amazon's other products; the figures are the site's
Organic visits to its site: about 1,681,997,879 a month
Searches its site ranks for: 41,877,954 · 12,884,125 in the top three
Sites linking to it: 3,228,430
Paid Google search: 559 searches its ads show for, about 25,126 clicks and $106,125 a month (estimate)

Ads on GoogleDetailLess

115+ ads · 115 text · 115 shown in the last 30 days

First shown October 2021, as Amazon.com Services LLC, verified. Ads started 2025-10 to 2026-09: 84 in the year, 31 before. 5 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 10 of 86 in contact center

Segment leader

18%

Five9

First choices: 5 across its categories
Named in: 77 answers
Its own site cited: in 69 of the answers that named it

Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.

Names read as Amazon Connect

What the judge wrote, as written, with how often. The vendor table decides that these count as Amazon Connect; a claim can dispute any of them.

Amazon Connect (AWS) 1Zoom / Amazon Connect 1

Follow Amazon Connect

An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.

Already following? Everything you follow, with a stop for each.

The company

Amazon is the company behind Amazon Connect.

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On record

Wikidata

Website: amazon.com
Headquarters: Seattle, United States
Founded: 1994
Employees: about 1,500,000 (2023)
Ownership: Public, AMZN on Nasdaq
Also from Amazon: Amazon, Amazon AMC, Amazon Ads Agent, Amazon Advertising, Amazon Audio Ads, Amazon Brand Registry, Amazon Business Ads, Amazon Business Advertising and 4 more

Fetched September 14, 2026, with a correction applied. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata · Crunchbase

In its own words

Stated by the vendor, not checked

Positioning: Un programa de pago en el que Amazon se encarga del servicio de atención al cliente en tu nombre para los pedidos gestionados por el vendedor.
sell.amazon.com/es/programs/customer-service-by-amazon
For: Los pedidos gestionados por el vendedor; vendedores que se registran por primera vez pueden optar a una prueba gratuita de 90 días.
sell.amazon.com/es/programs/customer-service-by-amazon
Price stated: Un programa de pago sell.amazon.com/es/programs/customer-service-by-amazon
Starting price: 39.99 sell.amazon.com/es/programs/customer-service-by-amazon
Free plan or trial: 90 días gratis sell.amazon.com/es/programs/customer-service-by-amazon
Customers named: Tienda Cavalier
Not stated on the pages read: Integrations, certifications, hosting

What Amazon Connect's own pages state, read October 5, 2026: sell.amazon.com/programs/customer-service-by-amazon, sell.amazon.com/es/programs/customer-service-by-amazon, sell.amazon.com/zh/programs/customer-service-by-amazon. A claimed page can correct any of them.

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Amazon Connect's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Amazon Connect, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

What a new claim receivesHide what a new claim receives

A new claim receives the current edition's vendor brief for Amazon Connect by email, built from the raw record of the edition. It shows:

where Amazon Connect is named, by buyer and by framing, and which cells hold its first choices;
the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
its vocabulary against the segment leader's, and the pages the models cited;
who was chosen in the answers that did not name Amazon Connect, and every reason the record gives;
a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
one page of published figures cleared to show a buyer.