AWS announces Amazon Connect Customer Services Competency

AWS announces the Amazon Connect Customer Competency, a new AWS Specialization that helps customers identify Services Partners with proven expertise in transforming enterprise-wide customer experience on Amazon Connect Customer.

Today's customers expect seamless, personalized experiences at every touchpoint, but legacy contact centers fall short — relying on queues, manual routing, and handle-time metrics, with AI added as a separate layer rather than built in from the start.

The Amazon Connect Customer Competency recognizes Services Partners across two categories: Contact Center Transformation and AI-Powered Customer Experience. Partners validated in this Competency have demonstrated technical depth and proven success in migrating legacy contact centers and operationalizing AI at scale on Amazon Connect. Customers gain confidence working with validated Partners who can deliver AI-native transformations spanning voice, chat, email, SMS, and social channels.

This is the first AWS Competency directly aligned to an AWS service, replacing the Amazon Connect Service Delivery Program designation, which will be deprecated on June 1, 2027.

AWS Partners on the Services Path who are validated or differentiated members and have demonstrated customer success with Amazon Connect are encouraged to apply. To learn more and discover validated Partners, visit the Amazon Connect Customer Competency page.