Expert Amazon Connect implementation of intelligent outbound calling, featuring predictive dialing, answering machine detection, and real-time campaign analytics.
Overview
Bricom's Outbound Dialer Professional Services turn Amazon Connect into a high-performance outbound calling engine for large-scale customer outreach, collections, service notifications, and win-back campaigns.
Our team designs, implements, and tunes predictive and progressive dialing strategies so agents spend more time in live conversations and less time on unanswered calls, voicemail, and dead numbers.
The implementation integrates Amazon Connect with Bricom's proprietary Outbound Dialer application to deliver answering machine detection that automatically screens out voicemail and non-human pickups, dynamic number pool and caller ID rotation that protects answer rates and carrier reputation, and configurable pacing algorithms that balance agent utilization against abandonment targets. Built-in compliance controls support opt-out management, calling-window restrictions, and secure list upload with validation, while native connectors to Zendesk and other CRM platforms keep call outcomes, dispositions, and customer context synchronized in real time.
Highlights
- Intelligent Answering Machine Detection - Automatically screen out voicemail and non-human pickups before they reach an agent, cutting wasted call attempts and keeping agents focused on live conversations.
- Predictive Dialing Built for Amazon Connect - Configurable predictive and progressive dialing modes, dynamic number pool rotation, and pacing controls raise call success rates while protecting caller ID reputation and compliance.
- Real-Time Reporting & CRM Integration - Live campaign dashboards, CDR-level analytics, and native Zendesk/CRM connectors give supervisors instant visibility into performance, dispositions, and agent utilization, helping reduce outbound operating costs.
Details
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Delivery method
Deployed on AWS
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