AWS has bolstered the Outbound Campaigns solution within Amazon Connect, its CCaaS platform.
Outbound Campaigns is a proactive outreach application, covering voice and digital channels.
Now, contact centers can leverage the solution to segment customers and draft personalized, proactive messages.
In doing so, they can anticipate demand and address customer needs before they reach out to customer service.
AWS claims that in “just a few clicks”, customers can launch their outbound campaigns via their customers’ preferred channels.
As such, contact centers can “take customer satisfaction to new heights” – according to the enterprise tech giant.
Amazon Connect Customer Profiles support these new features for Outbound Campaigns.
Customer Profiles is an offering that harnesses generative AI (GenAI) to combine customer data from over 70 sources. From there, it creates unified, real-time customer records.
Users can leverage this dynamic information to segment their customers and create personalized communications that reach “the right person at the right time.”
These messages can include service updates, promotional offers, product usage tips, and appointment reminders – all tailored to maximize the experience of the specific customer.
In a blog post, AWS explained how the new capabilities will allow users to “communicate opportunities before they arise, fostering trust, loyalty, and creating lasting bonds with their valued customers.
Proactive, Not Reactive
With AWS re:Invent 2024 right around the corner, expect this to be the first of several significant CCaaS announcements from AWS.
Indeed, the Gartner Magic Quadrant leader is seemingly whetting customers’ appetites in anticipation of the big show; the amuse-bouche before the main course.
Yet, whatever the reason, the capabilities are live, which means Amazon Connect users can start deploying them straight away.
In a nutshell, after using Amazon Connect Customer Profiles to define a customer segment, channel, and schedule, users can launch multichannel campaigns.
Interestingly, they may also personalize these campaigns using dynamic attributes, directly within the Amazon Connect web experience.
Upon sending these communications, Amazon Connect Outbound Campaigns then provides customers with real-time performance insights, including delivery status, response rates, and call outcomes.
These insights not only enable companies to review their campaigns but also to improve them via data-driven enhancements.
The ease of deployment is another key aspect of the solution – according to the AWS blog.
Indeed, that touches upon some of the traditional obstacles to implementing proactive campaigns, such as waiting for IT teams to manually compile customer segments from multiple systems.
Finally, in terms of pricing, Amazon Connect Outbound Campaigns uses the same pay-as-you-go model as its other CCaaS apps, meaning customers will only pay for the number of customer profiles and channels used.
More News from AWS
Back in October, AWS introduced a new CX solution: Salesforce Contact Center with Amazon Connect.
The solution integrates Amazon Connect’s channels directly into Salesforce Service Cloud, streamlining CCaaS and CRM capabilities for users.
Future enhancements may also include features like case management, workforce optimization, and advanced reporting from Amazon Connect.
Expect more news on this – alongside the Amazon Connect Outbound Campaigns updates – at re:Invent.
