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Amazon Connect Outbound Campaigns now supports multi-step, multi-channel customer engagement journey builder

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This article announces a new visual journey builder feature for Amazon Connect Outbound Campaigns, enabling multi-step, multi-channel customer engagement automation.

  • Create multi-step, multi-channel journeys combining voice, SMS, email, and WhatsApp
  • Automate personalized communication based on customer behavior or time-based triggers
  • Example: SMS reminder → voice call → confirmation email workflow
  • Integrate live agent handoff options when customers need additional support
  • Leverage Amazon Connect Flows, AI capabilities, and Customer Profiles for personalization
  • Available in all AWS Regions supporting Amazon Connect Outbound Campaigns

The journey builder helps contact centers improve engagement rates, reduce manual effort, and deliver consistent customer experiences through visual workflow design.

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