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