Outbound proactive communication at scale
With Amazon Connect outbound campaigns, you can proactively communicate across voice, SMS, and email to quickly serve your customers and improve agent productivity, while supporting compliance with local regulations. Using the Amazon Connect admin console, create campaigns to contact up to millions of customers daily for handling appointment reminders, marketing promotions, deliveries, and billing reminders. Specify the contact list, channel, message, and even pre-recorded audio to play before connecting customers to agents for live service. Outbound campaigns includes a predictive dialer and machine learning (ML)–powered answering machine detection that optimize agent productivity and increase live-party connections by not wasting agents’ time with unanswered calls. With outbound campaigns, you can simplify outbound contact center operations and reduce costs in a few clicks, all without needing to build or maintain third-party integrations.
Simplify cross-channel voice, SMS, and email communications at scale
Design proactive customer outreach campaigns using voice, SMS, and email, or blend campaign outreach across channels. Outbound campaigns can handle millions of contacts daily, so you can reach more customers, improving campaign results.
Support contact center compliance
Maintain compliance with local regulations such as TCPA by configuring your campaigns for regulatory requirements, such as point-of-dial checks and calling controls for time of day, time zone, number of attempts per contact, and time required to connect to an available agent. Measure and monitor compliance metrics for regulatory requirements. Outbound campaigns is eligible for compliance by PCI, HIPAA, HITRUST, SOC, and ISO regulatory audit.
Design advanced outbound campaigns
Easily create campaigns based on customer context and preferred choice of channels. Architect multi-step cross-channel interactions, such as triggering an outbound SMS follow-up based on a call, for a more proactive customer experience.
Maximize outbound productivity
Use predictive dialing to improve agents’ productivity so they don't wait for a successful connection. ML-powered answering machine and human voice detection ensure agents spend their time only on calls with live customers.
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.
Customer stories
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Capital One
Capital One has been a disrupter in the financial services industry since 1994, using technology to transform banking and payments.
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.
Ram Mepperla, Director of Software Engineering - Capital One -
Scott Credit Union
Scott Credit Union helps its nearly 150,000 members, including individuals and businesses, save and borrow money.
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.
Carla Lambrecht, Chief Information Officer - Scott Credit Union