Amazon Connect now supports dynamic dialing mode switching for outbound campaigns

Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and non-preview dialing modes during active campaign execution. Previously, campaigns were locked into their initial dialing mode once started, requiring administrators to stop and restart campaigns to adjust strategies. This launch solves the problem of inflexible dialing strategies that couldn't adapt to real-time business needs and agent availability changes.

Dynamic dialing mode switching enables contact centers to optimize agent productivity and campaign efficiency in real-time without campaign interruptions. For example, you can automatically switch from progressive dialing to preview mode when handling high-priority contacts that require additional context, then revert back when traffic returns to normal patterns. This flexibility is particularly valuable for campaigns with varying contact priorities or fluctuating agent availability throughout the day.

Dynamic dialing mode switching is available at no additional cost in all AWS Regions where Amazon Connect Outbound Campaigns is supported: 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), and Africa (Cape Town).

To learn more, see the Amazon Connect Administrator Guide or visit the Amazon Connect website.