Dynamically Selecting Local DID Number for Amazon Connect outbound Campaign
Amazon Connect currently lacks a built-in feature for dynamically selecting the source phone number (DID) for outbound calls. This limitation means that all outbound calls originate from a single, pre-configured number within a campaign or contact flow, hindering the ability to make calls from a localized number based on the customer’s geographical location.
This limitation reduces flexibility and may lead to lower answer rates, as calls originating from unfamiliar or distant area codes are more likely to be ignored
Business Impact
Customers are more likely to respond to calls that originate from familiar or local area codes. Without dynamic DID selection, Outbound campaigns and agent-initiated calls could appear less personalized, impacting customer engagement and conversion rates.Migrate your on-premise call center to Amazon Connect with Octavebytes. Being Service Delivery Partner of Amazon Connect, we specialize in seamless transitions from Cisco, opensource, RingCentral, and AirCall.
Proposed Solution
To address this limitation, we developed a serverless, scalable solution using AWS services to dynamically select an appropriate source number (DID) at runtime, based on the customer’s phone number.
The solution supports:
- Automated outbound campaigns via Amazon Connect
- Agent-initiated calls via call flow