Revolutionizing Customer Engagement: Amazon Connect Unveils Powerful Multi-Profile Campaigns and Smarter Dialing
Seattle, WA – August 11, 2025 – Amazon Web Services (AWS) today announced a significant enhancement to Amazon Connect, its cloud-based contact center service, with the introduction of multi-profile campaigns and enhanced phone number retry sequencing for Amazon Connect Outbound Campaigns. This update promises to empower businesses to engage with their customers more effectively and efficiently through personalized outreach and intelligent dialing strategies.
The newly launched multi-profile campaigns feature allows contact center administrators to create a single outbound campaign that can utilize multiple contact profiles. This means businesses can now tailor their outreach efforts based on different customer segments or scenarios within a single campaign. For instance, a company launching a new product could simultaneously target existing high-value customers with a personalized, premium offer while reaching out to a broader audience with a general announcement, all managed under one unified campaign. This flexibility streamlines campaign management and allows for more nuanced and relevant customer interactions.
Previously, managing outreach to diverse customer groups often required setting up and managing separate campaigns. The introduction of multi-profile capabilities simplifies this process, saving valuable time and resources. By enabling the association of different contact lists and associated communication strategies with a single campaign, businesses can now achieve greater agility in their outbound outreach.
Complementing this significant advancement is the introduction of enhanced phone number retry sequencing. This intelligent feature allows businesses to define sophisticated strategies for retrying calls to phone numbers that were initially unsuccessful. Instead of a one-size-fits-all approach, administrators can now configure specific retry intervals, the number of retries, and even the order in which different phone numbers associated with a contact should be dialed.
This enhanced retry logic is designed to maximize the chances of successfully connecting with customers while respecting their preferences and avoiding unnecessary disruptions. For example, a business can prioritize calling a customer’s mobile number first, and if that fails, automatically retry their landline after a designated period. This not only improves the efficiency of outbound dialing but also contributes to a more positive customer experience by reducing missed connections and repeated, unproductive attempts.
“We are thrilled to bring these powerful new capabilities to Amazon Connect Outbound Campaigns,” said [Insert Fictional Name and Title of AWS Spokesperson, e.g., Jane Doe, General Manager of Amazon Connect]. “Our customers are increasingly looking for ways to personalize their customer interactions and optimize their outreach efforts. Multi-profile campaigns and enhanced retry sequencing provide them with the tools they need to achieve both, driving better engagement and ultimately, stronger customer relationships.”
These advancements underscore AWS’s commitment to continuously evolving Amazon Connect to meet the dynamic needs of modern contact centers. By offering greater control, flexibility, and intelligence in outbound operations, Amazon Connect empowers businesses of all sizes to connect with their customers in more meaningful and effective ways.
This update is available starting today, allowing organizations to immediately leverage these new features to enhance their customer engagement strategies.
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Amazon published ‘Amazon Connect Outbound Campaigns now supports multi-profile campaigns and enhanced phone number retry sequencing’ at 2025-08-11 19:36. Please write a detailed article about this news in a polite tone with relevant information. Please reply in English with the article only.