Amazon Connect Outbound Campaigns

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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 content with Amazon Connect Customer Profiles data. Design campaigns, orchestrate communications, and measure campaign performance metrics right within the Amazon Connect web experience. 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 optimize 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.

Fine tune your target audience and message

Simplify advanced outbound communications

Design proactive customer outreach campaigns using voice, SMS, and email, and orchestrate campaign outreach. Contact millions of customers daily for handling appointment confirmations, delivery notifications, and billing reminders. Architect multi-step interactions across channels, such as triggering an outbound SMS follow-up based on a call, for a more proactive customer experience.

Simplify advanced voice, SMS, and email outbound communications

Support contact center compliance

Maintain compliance with local regulations such as TCPA by configuring your campaigns for regulatory requirements, such as point-of-contact checks and calling controls for time of day, time zone, number of attempts per contacts, and time required to connect to an available agent. Measure and monitor compliance metrics to ensure adherence to regulatory requirements.

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

Support contact center compliance

View campaign performance analytics

Easily analyze communication results for communication deliverability, opens, and engagement using standard dashboards.

View campaign performance analytics

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.

Remove the need for third-party integrations

Customer stories

  • GoStudent

    GoStudent is one of the world’s leading tutoring providers and one of Europe’s highest valued education technology (EdTech) companies. Believing the future of education is hybrid, GoStudent aims to unite the best of the online and offline world to unlock every child’s potential. Across its portfolio, GoStudent employs more than 600 talents and supports more than 5 million families each month.
     

    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.

    Jaume Bresco, CTO -GoStudent Group

  • Capital One

    Capital One has been a disrupter in the financial services industry since 1994, using technology to transform banking and payments.

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    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

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FAQs
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FAQs

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.

Outbound campaign calls can be made to customers in the US, UK, Italy, Spain, France, Germany, Ireland, Denmark, Belgium, Netherlands, Portugal, Australia, New Zealand, and Canada. For more information about campaign calling to destination countries from supporting AWS Regions, see outbound campaigns in the Amazon Connect Administrator Guide.