There is no integration required to get the benefit of existing Amazon Connect features, such as automated workflows, routing, and machine learning capabilities like Contact Lens. The dialer also adjusts the call rate depending on factors such as percentage of human-answered the calls, call duration, and agent availability.

It allows the automatic detection of answering machines for voice calls and passes calls to agents only when the call is answered by a human. The dialer includes an answering machine detection system powered by machine learning. When using this capability, you will have a scalable way for proactive outreach for hundreds to millions of your customers, and you will increase your agents’ productivity and lower your operational costs.Īmazon Connect outbound campaigns delivers a predictive phone dialer. To help you to address this challenge, today we are adding to Amazon Connect outbound campaigns a set of high-volume outbound communication capabilities that allows you to proactively reach more of your customers across voice, SMS, and email. This can result in millions of dollars in lost productivity each year for a contact center with as few as 200 agents. Since customers only answer about ten percent of calls, these agents can spend nearly half of their time dialing and waiting. The vast majority of these communications are phone calls, and in many contact centers, agents make the calls manually using customer contact lists in external systems. There are a variety of reasons to send outbound communication: appointment reminders, telemarketing, subscription renewals, and billing reminders.

You can read the original blog post Jeff wrote at launch in 2017, with amazing Lego art :-)Ĭontact centers not only receive calls and communications, but they also send outbound communications to customers. If you haven’t heard about Amazon Connect, it is an easy-to-use cloud contact center service that helps companies of any size deliver superior customer service at lower cost. It is named Amazon Connect outbound campaigns. The new high volume outbound communication capability in Amazon Connect which was announced at Enterprise Connect last year, is now generally available to all.

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