Amazon Connect now supports dynamic dialing mode switching for outbound campaigns

Amazon Connect Outbound Campaigns: Dynamic Dialing Mode Switching Now Available

AWS has introduced dynamic dialing mode switching for Amazon Connect Outbound Campaigns, enabling contact center administrators to switch between preview and non-preview dialing modes during active campaign execution. This feature allows for real-time adjustments to dialing strategies without needing to stop and restart campaigns.

This new capability helps optimize agent productivity and campaign efficiency by allowing for automatic switching between dialing modes based on real-time business needs and agent availability.

• Example Use Case: Switch from progressive dialing to preview mode for high-priority contacts and revert back when traffic normalizes.

What to do

• Utilize dynamic dialing mode switching to adapt to varying contact priorities and agent availability.

Dynamic dialing mode switching is available at no additional cost in the following AWS Regions:

• US East (N. Virginia)
• US West (Oregon)
• Canada (Central)
• Europe (Frankfurt)
• Europe (London)
• Asia Pacific (Seoul)
• Asia Pacific (Singapore)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)
• Africa (Cape Town)

Source: AWS release notes

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