Amazon Connect outbound campaigns supports preview dialing for greater agent control

Amazon Connect Outbound Campaigns Update

Amazon Connect outbound campaigns now offers a preview dialing mode that provides agents with more context about a customer before placing a call. This feature allows agents to see key customer information—such as name, account balance, and prior interactions—and choose the right moment to call. Campaign managers can tailor preview settings and monitor performance through new dashboards that bring visibility to agent behavior, campaign outcomes, and customer engagement trends.

Without proper context, agents struggle to personalize interactions, leading to low customer engagement and poor experiences. Additionally, businesses can face steep regulatory penalties under laws such as the U.S. Telephone Consumer Protection Act (TCPA) or the UK Office of Communications (OFCOM) for delays in customer-agent connection.

With preview dialing, campaign managers can define review time limits and optionally enable contact removal from campaigns. During preview, agents see a countdown timer alongside customer data and can initiate calls at any moment. Analytics reveal performance patterns—such as average preview time or discard volume—giving managers data to optimize strategy and coach teams effectively. By reserving an agent prior to placing the call, companies can support compliance with regulations while bringing precision to outbound calling, improving both customer connection and operational control.

What to do

• Configure preview dialing settings for your campaigns.
• Monitor agent behavior and campaign outcomes using new dashboards.
• Optimize strategy based on analytics and performance patterns.

Preview dialing is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

Source: AWS release notes

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