Digital Island & AWS Shine Together in Gartner’s ‘Magic Quadrant for CCaaS’ Recognition

It’s a great day for us at Digital Island and, more importantly, our clients. Our commitment to delivering top-tier Contact Centre as a Service (CCaaS) solutions, has been celebrated, as our partner Amazon Web Services (AWS) has been found as a “Leader” in Gartner’s “Magic Quadrant for Contact Centre as a Service” report.

It’s not just about AWS’s prowess, but a recognition of the rapid pace of innovation and improvement that Amazon Connect has evolved through in the last few years, which in turn reflects  the robust, innovative, and reliable services we offer to our clients. When a powerhouse like AWS receives such an accolade, it brings along all its partners, including Digital Island, into the spotlight. For our clients, this translates to the assurance that they’re receiving a service that’s globally recognised for its excellence.

The Significance of Gartner’s Report

Gartner’s report is more than just an industry accolade; it’s a compass that guides businesses worldwide. Being spotlighted in this report is a clear indication of our strategic direction, technological prowess, and unwavering commitment to our clients.

Gartner’s reports are the gold standard in the corporate world, as they offer unbiased, comprehensive analyses of industry players, guiding corporations in their strategic decisions. Being recognised by Gartner as a leader is akin to receiving an Oscar in the world of Contact Centre solutions, so you can understand our excitement for being partnered with such a strong ally in AWS.

Let’s take a look at the current state of cloud contact centre services, what Gartner’s report found, the innovations we harness from AWS, and the unparalleled benefits our clients enjoy.

The Cloud Revolution in Contact Centres

The Paradigm Shift

The Legacy of On-Premises Solutions

Traditional contact centres, bound by physical infrastructure, often faced challenges in scalability, adaptability, and technological advancements. They were limited by the constraints of their hardware, making rapid adaptability a challenge.

The Cloud Advantage

The transition to cloud-based CCaaS solutions has revolutionised the landscape. These solutions offer businesses unparalleled agility, scalability, and a plethora of innovative tools. For Digital Island’s clients, this means they can swiftly adapt to changing business landscapes, scale operations up or down based on demand, and always have access to the latest tools and technologies that enhance customer interactions.

The Multifaceted Benefits of Cloud Solutions

Operational Flexibility

One of the standout benefits of cloud solutions is the operational flexibility they offer. Businesses are no longer tethered to physical infrastructure. They can expand or contract their operations based on real-time needs. For Digital Island’s clients, this flexibility ensures that they can meet the ever-evolving demands of their customers without any operational hiccups.

Cost-Effective Operations

The pay-as-you-use model of cloud solutions ensures optimal cost efficiency. Businesses no longer need to make hefty upfront investments in infrastructure. Instead, they can allocate resources based on actual usage, ensuring financial efficiency. For Digital Island’s clients, this translates to significant cost savings without compromising on service quality.

Amazon Connect: AWS’s Crown Jewel in CCaaS

The Evolution of Amazon Connect

Launched in 2017, Amazon Connect was AWS’s response to the evolving needs of modern businesses. Its rapid ascent to leadership is a testament to its innovative features, reliability, and adaptability. For Digital Island’s clients, this means they’re leveraging a platform that’s continually evolving, always at the cutting edge of CCaaS solutions.

Gartner’s Findings: Why AWS Stands Out

Unparalleled Customisation

Gartner’s report highlighted AWS’s ability to offer solutions tailored to individual business needs. This ensures alignment with specific business goals and operational requirements. For Digital Island’s clients, this means they receive solutions that are customised to their unique operational landscape, ensuring that the tools and technologies they leverage are in perfect sync with their business objectives.

Agile and Adaptive Pricing Models

Gartner lauded AWS’s pricing model, which offers businesses the flexibility to adapt their services based on evolving needs. This ensures financial efficiency as businesses only pay for what they use. For Digital Island’s clients, this adaptive pricing model means they can scale their operations up or down without financial strains, ensuring they always receive value for their investment.

A Global Infrastructure that Speaks Volumes

Gartner’s report emphasised AWS’s global infrastructure, which guarantees high availability. This vast network ensures businesses are always online and available for their customers, regardless of geographical constraints. For Digital Island’s clients, this global reach means they can serve their customers from anywhere in the world, ensuring consistent, high-quality interactions regardless of location.

Digital Island and AWS: A Symphony of Service Excellence

Digital Island’s association with AWS ensures our clients benefit from all the strengths highlighted by Gartner. From unparalleled customisation to cost efficiency and global reach, our clients enjoy the best of both worlds.

The Digital Island Promise

A Commitment to Excellence

Our association with a proven industry leader like AWS ensures our clients receive top-tier services, marked by reliability, innovation, and excellence. We’re not just a service provider; we’re partners in our clients’ journey towards operational excellence.

Seamless and Superior Customer Experiences

With AWS’s tools and our expertise, we ensure that our clients’ customers always have smooth, seamless, and delightful interactions. Every touchpoint is an opportunity to enhance customer satisfaction, and we ensure that no stone is left unturned in customer service.

Where to Next for Your Contact Centre Journey

While Gartner’s recognition is significant, for Digital Island, it’s about the value we bring to our clients. It’s a testament to our vision, our commitment, and our relentless pursuit of service excellence. Our association with AWS ensures that our clients always receive services that are globally recognised for their excellence.

With AWS by our side, we’re poised to shape the future of customer interactions. We’re not just keeping up with industry trends; we’re setting them. And in this journey, our clients are our partners, ensuring they always stay ahead of the curve.

If you’d like more information on how Digital Island can leverage AWS for your contact centre, talk to us today and embark on a journey towards unparalleled customer interactions and service excellence.


How does Gartner evaluate companies for its report?

Gartner employs a rigorous analysis, considering factors like market understanding, business strategy, product performance, and customer feedback.

What makes AWS’s CCaaS solutions superior?

AWS’s solutions are marked by flexibility, scalability, customisation, and a global infrastructure, ensuring reliability and excellence.

How does Digital Island leverage AWS’s strengths for its clients?

We integrate AWS’s innovative features and tools into our services, ensuring our clients benefit from the best in the industry.

What is the significance of cloud-based solutions in contact centres?

Cloud solutions offer greater flexibility, scalability, and cost efficiency, ensuring businesses are always equipped to offer top-tier customer interactions.

Why is Gartner’s recognition important for Digital Island’s clients?

It reaffirms that our clients are working with a service that’s recognised as one of the best in the industry, ensuring they always receive top-tier solutions.