Amazon Connect Outbound Campaigns now supports contact priority ordering

Amazon Connect Outbound Campaigns now allows you to dial contacts in configurable priority order based on up to 10 profile attributes for voice campaigns and voice activities in journeys. This helps you focus agent time on the most valuable customers or time-sensitive opportunities, improving campaign effectiveness and conversion rates.

With contact priority ordering, you can sort segments on attributes such as customer lifetime value, account tier, or appointment date. For example, a financial services team can prioritize outreach to high-value accounts nearing contract renewal, or a healthcare provider can ensure patients with the earliest upcoming appointments are contacted first. Initial dial attempts always take precedence over reattempts, ensuring your priority order is maintained throughout campaign execution.

This capability is available in all AWS Regions where Amazon Connect Outbound Campaigns is offered at no additional cost. To get started, configure sort attributes when building segments in Amazon Connect Customer Profiles. To learn more, see the Amazon Connect Outbound Campaigns best practice and how to build customer segments.