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Amazon Connect

Amazon Connect Outbound Campaigns

Enable proactive and personalized campaigns with just a few clicks

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Outbound customer engagement at scale

With Amazon Connect outbound campaigns, you can proactively communicate with end customers across channels to drive deeper engagement and potentially solve issues before a customer reaches out to the contact center. Personalize your segments and messages with Amazon Connect Customer Profiles data. Design campaigns, orchestrate communications, and measure campaign performance metrics right within Amazon Connect. Specify the channel, message, and even pre-recorded audio to play before connecting customers to agents for live service. Outbound voice campaigns include a predictive dialer and machine learning (ML)–powered call classification that optimizes agent productivity and increase live-party connections. With outbound campaigns, you can simplify customer communications and reduce costs in a few clicks, all without needing to build or maintain third-party integrations.

Fine tune your target audience and message

Define target customer segments that are dynamically updated based on real-time Amazon Connect Customer Profiles. Personalize communications content using customer attributes to improve customer engagement.

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Simplify advanced outbound communications

Design and orchestrate proactive campaigns using voice, SMS, and email. Contact millions of customers daily for use cases like appointment confirmations, delivery notifications, and billing reminders. Architect one-time or evergreen campaigns that are always on, including trigger-based communications based on customer-specific events, like abandoning a cart.

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Support contact center compliance

Ensure compliance with local regulations like the Telephone Consumer Protection Act (TCPA) by configuring your campaigns according to regulatory requirements. This includes activities such as verifying the point-of-contact, controlling call times based on time of day and time zone, limiting the number of attempts per contact, and ensuring a set time period to connect to an available agent. Measure and monitor compliance metrics to ensure adherence to regulatory requirements.

Outbound campaigns are eligible for compliance by PCI, HIPAA, HITRUST, SOC, FedRAMP (Moderate), and ISO regulatory audit.

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View campaign performance analytics

Easily analyze communication results for deliverability, opens, and engagement using dashboards built into Amazon Connect.

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Remove the need for third-party integrations

Handle all your inbound and outbound campaign needs in one application. With Amazon Connect, setup can be done in a few clicks.

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GoStudent
At GoStudent, we already use Amazon Connect Customer Profiles to make routing decisions, ensuring callbacks are routed to the right sales representatives based on previous contact history. Beyond routing, we also aim to improve the speed at which we follow-up with these leads. With enhanced capabilities for Amazon Connect Customer Profiles and outbound campaigns, we can now automate proactive communications to these lead lists with minimal human intervention prior to the voice interaction. We expect these enhancements will allow us to increase the number of outreaches our sales representatives can execute by 20% per day and increase the velocity of conversions from lead to customer.

SVP of Data and Analytic, Lennar

Lee Slezak
Logo of Aspect Software with the company name displayed in red and blue text.
Capital One
Amazon Connect enables us to offer a true omnichannel experience to service our customers. We can use the best combination of artificial intelligence (AI) and human interactions to solve a customer problem using the channel of their choice. Outbound dialing with built-in voicemail detection is pivotal for us to meet our customers where they are, with automated reminders to pay an upcoming credit card balance and keep our agents to address more complex customer issues. Using outbound campaigns, we have simplified our technology footprint by using Amazon Connect for both inbound and outbound contacts. It took us less than three months to configure and launch this highly resilient, transformational outbound dialing solution.

SVP of Data and Analytic, Lennar

Lee Slezak
Watch the presentation
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Scott Credit Union
We needed a way to contact our members with outbound calls that matched specific criteria from our collections systems. Working with TekChoice, we implemented Amazon Connect outbound campaigns in less than 3 months. This fast, comprehensive implementation enabled us to continue our weekly member outreach after we learned that support was ending for our previous system. With Amazon outbound campaigns using ML-powered answering machine detection, we can verify if a member was contacted by seeing if a call is answered by a person, ended in a voicemail, or received no answer. We also use natural language processing capabilities of Amazon Connect to make automated conversations sound more lifelike and create an immersive, natural telephone banking experience for our members.

SVP of Data and Analytic, Lennar

Lee Slezak

Page topics

FAQs

Open all
For more information, see Amazon Connect.
For outbound campaigns pricing information, see Amazon Connect pricing.
Outbound campaigns provides native Amazon Connect features to support local compliance regulations out of the box. Use do-not-call lists to prevent calling customers, and set “quiet time” controls, based on time of day, day of week, or holiday, when you want to avoid calling customers. Configure the maximum call attempts, and speed up time to connect a customer to an agent by disabling answering machine detection.
Outbound campaigns provides both real-time and historical metrics to analyze campaign performance for voice, SMS, and email in the Amazon Connect analytics dashboard. Contact center managers can track completion percentage, communications sent, and calls answered or messages opened by customers. Voice-specific metrics include contact completion percentage, number of agents active, number of agents available, real-time predictive dial rate, average time to connect to an agent, and average call handle times. Customers can create metrics to calculate the time to connect a customer to an agent per call, by campaign, and by time period. Email-specific metrics include open and click rates. Contact center managers can drill in from the campaign summary metrics to analyze performance of routing profiles, queues, and individual agents. Historical metrics for completed campaigns, which contain the complete set of metrics included in the real-time set, are available for analysis and export from the Amazon Connect UI. These historical metrics can be filtered by channel (for voice, SMS, and email), agent queue (only for voice at launch since agents don’t send SMS and emails), agent routing profile (only for voice at launch since agents don’t send SMS and emails), and time period.
Native to Amazon Connect, outbound campaigns will work only with your Amazon Connect cloud contact center.

FAQs continued

Open all
For latest region availability, see Amazon Connect feature availability by region.
Missing alt text value
GoStudent
At GoStudent, we already use Amazon Connect Customer Profiles to make routing decisions, ensuring callbacks are routed to the right sales representatives based on previous contact history. Beyond routing, we also aim to improve the speed at which we follow-up with these leads. With enhanced capabilities for Amazon Connect Customer Profiles and outbound campaigns, we can now automate proactive communications to these lead lists with minimal human intervention prior to the voice interaction. We expect these enhancements will allow us to increase the number of outreaches our sales representatives can execute by 20% per day and increase the velocity of conversions from lead to customer.

SVP of Data and Analytic, Lennar

Lee Slezak
Logo of Aspect Software with the company name displayed in red and blue text.
Capital One
Amazon Connect enables us to offer a true omnichannel experience to service our customers. We can use the best combination of artificial intelligence (AI) and human interactions to solve a customer problem using the channel of their choice. Outbound dialing with built-in voicemail detection is pivotal for us to meet our customers where they are, with automated reminders to pay an upcoming credit card balance and keep our agents to address more complex customer issues. Using outbound campaigns, we have simplified our technology footprint by using Amazon Connect for both inbound and outbound contacts. It took us less than three months to configure and launch this highly resilient, transformational outbound dialing solution.

SVP of Data and Analytic, Lennar

Lee Slezak
Watch the presentation
Missing alt text value
Scott Credit Union
We needed a way to contact our members with outbound calls that matched specific criteria from our collections systems. Working with TekChoice, we implemented Amazon Connect outbound campaigns in less than 3 months. This fast, comprehensive implementation enabled us to continue our weekly member outreach after we learned that support was ending for our previous system. With Amazon outbound campaigns using ML-powered answering machine detection, we can verify if a member was contacted by seeing if a call is answered by a person, ended in a voicemail, or received no answer. We also use natural language processing capabilities of Amazon Connect to make automated conversations sound more lifelike and create an immersive, natural telephone banking experience for our members.

SVP of Data and Analytic, Lennar

Lee Slezak

Page topics

FAQs

Open all
For more information, see Amazon Connect.
For outbound campaigns pricing information, see Amazon Connect pricing.
Outbound campaigns provides native Amazon Connect features to support local compliance regulations out of the box. Use do-not-call lists to prevent calling customers, and set “quiet time” controls, based on time of day, day of week, or holiday, when you want to avoid calling customers. Configure the maximum call attempts, and speed up time to connect a customer to an agent by disabling answering machine detection.
Outbound campaigns provides both real-time and historical metrics to analyze campaign performance for voice, SMS, and email in the Amazon Connect analytics dashboard. Contact center managers can track completion percentage, communications sent, and calls answered or messages opened by customers. Voice-specific metrics include contact completion percentage, number of agents active, number of agents available, real-time predictive dial rate, average time to connect to an agent, and average call handle times. Customers can create metrics to calculate the time to connect a customer to an agent per call, by campaign, and by time period. Email-specific metrics include open and click rates. Contact center managers can drill in from the campaign summary metrics to analyze performance of routing profiles, queues, and individual agents. Historical metrics for completed campaigns, which contain the complete set of metrics included in the real-time set, are available for analysis and export from the Amazon Connect UI. These historical metrics can be filtered by channel (for voice, SMS, and email), agent queue (only for voice at launch since agents don’t send SMS and emails), agent routing profile (only for voice at launch since agents don’t send SMS and emails), and time period.
Native to Amazon Connect, outbound campaigns will work only with your Amazon Connect cloud contact center.
For latest region availability, see Amazon Connect feature availability by region.

FAQs continued

Open all
For latest region availability, see Amazon Connect feature availability by region.