Amazon Connect outbound campaigns supports preview dialing for greater agent control
News
Amazon Connect has introduced a preview dialing mode for outbound campaigns that enhances agent control and customer interaction:
- Agents can view customer details before placing a call, including name, account balance, and interaction history
- Campaign managers can set review time limits and enable contact removal options
- A countdown timer allows agents to initiate calls at the most appropriate moment
- New analytics dashboards provide insights into agent performance and campaign outcomes
- Supports regulatory compliance with customer contact regulations
The feature is available in multiple AWS regions and helps businesses improve customer engagement, operational control, and personalized interactions during outbound campaigns.
The AWS News Feed is currently looking for gold sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.
Related articles
Jan 17
2025
2025
Amazon Connect outbound campaigns can connect a call with an agent in under 2 seconds
Oct 2
2025
2025
Amazon Connect makes it easier to get customer input on outbound calls
Aug 11
2025
2025
Amazon Connect Outbound Campaigns now supports multi-profile campaigns and enhanced phone number retry sequencing
Feb 26
2026
2026
Amazon Connect now supports dynamic dialing mode switching for outbound campaigns
The AWS News Feed is currently looking for silver sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.