Announcing: Proactive communications with outbound campaigns and Customer Profiles in Amazon Connect

Two-way communication is the cornerstone of strong relationships. While reactive customer support is crucial for organizations of all types, proactive outreach can take customer satisfaction to new heights. But organizations must send the right message, to the right person, at the right time. The latest innovations announced in Amazon Connect empower organizations to initiate targeted communications tailored to individual customer needs. By leveraging data from Amazon Connect Customer Profiles, companies can now segment audiences and craft personalized messages in Amazon Connect outbound campaigns that communicate opportunities before they arise, fostering trust, loyalty, and creating lasting bonds with their valued customers.

The previous challenges of proactive communication

Today, companies seeking to implement effective proactive communication strategies face numerous obstacles. Organizations often rely on IT or technical operations teams to create targeted customer segments by stitching together data from multiple source systems. This process is not only time-consuming but can result in stale data, necessitating frequent changes to outbound communication rules and campaigns. Scaling operations becomes a struggle, and personalization suffers due to limited access to up-to-date customer information.

Dynamic, personalized engagement with Amazon Connect

Amazon Connect now enables companies to deliver proactive, personalized communications that drive top-line growth and can help avoid inbound customer service contacts before they ever happen. Amazon Connect Customer Profiles empowers organizations to easily aggregate customer data using Generative AI from a number of different data sources into a unified customer record. You can combine customer data from over 70 sources into real-time profiles. With this latest release in Amazon Connect outbound campaigns, organizations can use Amazon Connect Customer Profile attributes in outbound campaign segments, which stay dynamically up to date.

After defining a customer segment, a channel, and a schedule, companies can now quickly create and launch campaigns across channels directly in the Amazon Connect web experience. This includes messaging template management. Those same dynamic attributes used for segmentation can also personalize the outbound campaign message itself, making Amazon Connect Customer Profiles an extensible source of up-to-date customer information that empowers organizations across their customer lifecycle.

In addition, organizations want to constantly review and improve. With new customer data and insights, Amazon Connect outbound campaigns offers a real-time view into campaign performance. Insights can include campaign delivery status, response rates, or call dispositions (e.g., live pickup, voicemail, busy, completed objective). Previously, customers would need technical resources to build custom dashboards by stitching together data to obtain end-to-end performance metrics. Now, these metrics are available all in one location.

Getting started across use cases

These new capabilities empower business users to orchestrate communications without relying on technical counterparts to build and configure custom integrations between multiple tools. All of these new features are available right within the Amazon Connect web experience and help organizations deliver targeted and timely outbound communications.

Whether it’s a service appointment confirmation, a bill pay reminder, or simply a touchpoint in the engagement journey, Amazon Connect assists organizations in maintaining consistent communication and nurturing valuable relationships. Organizations can now easily create personalized, omnichannel campaigns that scale. Communications can even branch into marketing opportunities, like special offers or reminding end customers of an abandoned cart.

Amazon Connect outbound campaigns pricing is based on the number of outbound communications and the channel used. Using Customer Profiles and outbound campaigns, businesses can engage with their customers at the right moments to foster deeper, more meaningful relationships through proactive, personalized outreach. Learn more about how to get started in our technical blog on proactive communications in Amazon Connect.

Get started with Amazon Connect outbound campaigns and Customer Profiles to dynamically engage with the right customer over multiple channels at the right time. Contact us to learn more.