Amazon Connect Outbound Campaigns now supports account-based campaigns, allowing you to reach multiple people associated with the same account. For example, when calling about a joint bank account, if the first person is unavailable, the system automatically tries to reach other authorized members of the account. You can also define a prioritized contact sequence across multiple phone numbers, for example, mobile first, then home, then work. If the first number is unreachable, Connect will automatically try the next number in the sequence.
Previously, campaigns targeted one profile and retried a single phone number. With these updates, you can target multiple profiles within the same campaign, enabling outreach to all associated contacts in an account. You can also configure fallback phone numbers within each profile, automatically moving to the next preferred phone number if the first attempt is unsuccessful. Together, these capabilities help you create more flexible and effective engagement workflows that improve right-party contact rates and simplify campaign management.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported. To get started, refer to the Amazon Connect Customer Profiles documentation to learn how to ingest customer data, and the Outbound Campaigns documentation for guidance on creating campaigns..
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Source: Amazon Web Services
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