Amazon Connect makes it easier to get customer input on outbound calls

Amazon Connect, the cloud-based contact center service from AWS, now supports Get Customer Input and Store Customer Input flow blocks for outbound voice whisper flows. The Get Customer Input flow block allows a prompt to be played to a customer on an outbound call after they answer the call but before they are connected with an agent, and the customer’s response can be collected through either DTMF input or via an Amazon Lex Bot.

This capability will allow you to capture interactive and dynamic customer input on outbound calls before these are connected to an agent. For example, you can use the Get Customer Input flow block to obtain customer consent for call recording as part of outbound calls placed by agents, and use it to trigger Amazon Connect Contact Lens recording and analytics.

The capability is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.

To learn more about Amazon Connect, please visit the Amazon Connect website or consult the Amazon Connect Administrator Guide.