Amazon Connect – Big Tech Competition & Growth Strategy

  • Multi Asset
  • TMT
  • North America


Former VP at Amazon Web Services (AWS)


  • Amazon Connect’s (NASDAQ: AMZN) operating environment – TAM sizing for CCaaS and expected demand trends for next 12-18 months
  • Main competitive differences by product and go-to-market vs Twilio Flex (NADSAQ: TWLO), Microsoft (NASDAQ: MSFT) and pureplays
  • Evolving importance of CRM capabilities as seen via customer profiles and likelihood of competing more with Salesforce (NYSE: CRM) or Hubspot (NYSE: HUBS) over time
  • 2022 outlook and beyond – assessing potential impact of Microsoft entering the CCaaS market and potential M&A dynamics


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