Amazon Connect Outbound Dialer from Concentrix

Concentrix: Elevating Experiences with Human-Centered, Tech-Powered Solutions

Concentrix, as a global technology and services Leader, is dedicated to designing innovative solutions that are human-centered, tech-powered and intelligence-fueled solutions. We recognize that an experience center demands advanced plug-and-play solutions to drive personalized journeys and deliver tangible business value. Our comprehensive suite of solutions is designed to enhance touchpoints of your operations from business processes, agent performance to product offering and customer experiences.

Amazon Connect Outbound Dialer Channel from Concentrix: Create engagements with dialer mode of choice

The Amazon Connect Outbound Dialer channel from Concentrix is built with AWS Step Functions, Lambda Functions, Amazon Pinpoint, SES, DynamoDB, S3 and strong Concentrix technology framework. • A prepackaged solution with administrative console, campaign and queue management, available with unified agent desktop and other channels of choice. • Build strong outbound dialing for your business – preview, progressive, predictive mode • Or simply blend outbound dialing with other channels to deflect volumes engage customers, prospects, cross sell, upsell or manage seasonal volumes • Use strategy-based dialing for collections, setting appointments, complete onboarding services, unfinished business, seasonal volumes • Integrated with payment gateways, surveys, CRM, case logging tools to complete interactions • Enhance agent productivity with a real-time assist suite that offers summarization and next-best-action recommendations

Choose dialer mode of choice • Preview • Progressive • Predictive

Real time dialing strategy • Dialer services setup admin console • Define customer record dialing algorithm, campaign, queue & geography compliance • Treat dialing lead files and customer records • Assign & route lead files • Manage do not call, spam, invalid numbers

Lead file management • Upload multiple lead files in simple formats • Manage lead files for agentless and agent dialing • Category based dispositions to support outcomes & next dialing strategy • Add scripts, knowledge articles

Outreach management • Design outreach campaigns along with agent eld dialing • Use voice, email, SMS and WhatsApp to send one-way messages and create incoming volumes • Throttle management of incoming interactions & track progress

Geography wise dialing compliance • Platform supported compliance TCPA, GDPR, CCPA • Add regional compliance related dialing attempts, customer record management, call answers etc.

Enabling services • Payment gateways • Voicemail (agent and group level) • Voice of the customer survey