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In March 2017, Amazon disclosed its planned entry into the customer engagement/cloud contact center marketplace with the announcement of Amazon Connect. One year later, Twilio announced its entrance into the cloud contact center marketplace with the introduction of Twilio Flex. Although not total surprises, the announcements sent ripples of interest, curiosity, and some shock through the industry.


  • Amazon's and Twilio's customer engagement introductions have had a disruptive effect on the market by drawing a good deal of end-user attention, scoring several successful competitive wins, and being able to influence pricing paradigms.
  • The disruptive effects on the market are persisting, and additional disruptive players continue to arrive, making market turmoil a certainty for the next few years.

Features and Benefits

  • Assesses the effect new market entrants will have and prepare them to deal with a new level of competition.
  • Assesses the new competitors entering the market.

Key questions answered

  • Are Amazon's and Twilio's newly announced contact center cloud platforms serious contenders and will they succeed?
  • How must existing competitors prepare for the new cloud contact center market entrants and will coopetition continue?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Amazon Connect

  • Amazon Connect gaining more credibility each day
  • Amazon Connect: What has happened since introduction?

Twilio Flex

  • Twilio Flex capitalizing on the developer channel
  • Twilio Flex continues to evolve


  • Methodology
  • Further reading
  • Author