Posted On: Sep 27, 2021
Starting today, Amazon Connect offers high-volume outbound communications for calls, texts, and emails. Amazon Connect now offers organizations a simple, embedded, cost-effective way to contact millions of customers daily for communications like marketing promotions, appointment reminders, and upcoming delivery notifications without having to integrate third-party tools. Contact center managers can more easily schedule and launch high-volume outbound communications by simply specifying the communications channel, contact list, and content that will be sent to customers. Today, many businesses are constrained by legacy contact center technologies that only allow inbound communications and rely on separate applications and tools to reach customers with outbound communications. Integrating tools for outbound communications into contact centers is time consuming, expensive, and difficult to manage because each outbound communication channel (calls, texts, or emails) requires separate applications – resulting in a solution that lacks flexibility and is difficult to scale to high volumes.
The new communication capabilities include a predictive dialer that automatically calls customers in a list. The integrated list management capability is provided by Amazon Pinpoint. The dialer also uses a machine learning powered answering machine detection to distinguish between a live customer, voicemail greeting, or busy signal to increase agent efficiency by only connecting agents to a live customer. For example, a large hospital healthcare network can send texts and emails to ask patients to confirm upcoming appointments, and then automatically call all patients that fail to respond. High-volume outbound communications give companies the ability to more efficiently communicate with their customers across channels at scale without having to perform difficult and expensive third-party integrations.