Discover more about what's new at AWS with Amazon Connect outbound campaigns supports preview dialing for greater agent control

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Amazon Connect outbound campaigns now includes preview dialing mode, allowing agents to review customer information before initiating calls. Agents can see details like name, account balance, and interaction history, then choose when to place the call. Campaign managers can configure preview time limits, enable contact removal options, and access new analytics dashboards showing metrics like average preview time and discard volume. This feature helps businesses maintain regulatory compliance with TCPA and OFCOM requirements while improving customer engagement and agent effectiveness.