AWS connect documentation change
Summary
Updated guidance on maintaining accurate customer contact information and handling caller ID reputation management. Added specific metrics (0.5% failure threshold) and expanded recommendations for monitoring/improving number reputation.
Security assessment
Changes focus on operational efficiency and regulatory compliance (TCPA/OFCOM) rather than addressing security vulnerabilities. While caller ID reputation impacts deliverability, there's no evidence of addressing security flaws or introducing security controls.
Diff
diff --git a/connect/latest/adminguide/optimize-outbound-calling.md b/connect/latest/adminguide/optimize-outbound-calling.md index 477d9c1dd..2b5daa494 100644 --- a//connect/latest/adminguide/optimize-outbound-calling.md +++ b//connect/latest/adminguide/optimize-outbound-calling.md @@ -42 +42 @@ Not every contact center is the same. What works for some might not work for oth -Many businesses don't have a process to ensure that customer details are up to date. With people being more mobile than ever, it's essential for businesses to keep updated contact information. If customers are not answering your calls, we recommend using Amazon Pinpoint to [validate your phone numbers](https://docs.aws.amazon.com/pinpoint/latest/developerguide/validate-phone-numbers.html). It may be the customer is no longer at the phone number you are calling. +Maintaining accurate customer contact information is essential for successful outbound calling operations. Amazon Connect's detailed disconnect reasons help identify invalid phone numbers in your contact lists. If more than 0.5% of your calls are failing due to invalid numbers, we recommend implementing regular contact list maintenance through update campaigns or using services like Amazon Pinpoint for phone number validation. @@ -52 +52 @@ In addition, there are regulations such as TCPA (in the US) and OFCOM (in the UK -If you are in the US it's essential to register your business numbers to help manage the reputation of your caller ID through a service like [Free Caller Registry](https://www.freecallerregistry.com/). +For US-based operations, registering your business numbers with services like Free Caller Registry is essential for managing your caller ID reputation. Amazon Connect's Contact Trace Record disconnect reasons help you identify when your numbers are experiencing carrier-level blocking. @@ -54 +54 @@ If you are in the US it's essential to register your business numbers to help ma -Even if you manage your number registrations, if you make enough calls and don't manage your calling profile, there will be people who will flag your caller ID as spam. This is possible even with the most legitimate outbound call campaigns. +We recommend assigning dedicated resources to monitor your number reputation and address blocking issues from carriers or third-party websites. Consider these important factors: @@ -56 +56 @@ Even if you manage your number registrations, if you make enough calls and don't -If your caller ID is being flagged as spam, it can manifest in two ways: + 1. Third-party blocking services like Hiya.com can implement automatic blocks based on user report thresholds @@ -58 +58 @@ If your caller ID is being flagged as spam, it can manifest in two ways: - 1. **Automatic blocking**. Block lists are implemented on a vendor-by-vendor basis. For example, when a certain threshold of reports is reached with application providers such as [Hiya.com](https://www.hiya.com/) on Samsung devices, up to 20% of your prospects will become instantly unreachable. + 2. On specific devices, such as Samsung phones, blocking can make up to 20% of your prospects unreachable @@ -60 +60 @@ If your caller ID is being flagged as spam, it can manifest in two ways: - 2. **Complaints**. There are numerous websites where people complain about calls from specific caller IDs. A number of your prospects will search your caller ID online when you call them. If it has a bad reputation, they will be less likely to answer. + 3. Online complaints about specific caller IDs can significantly impact answer rates, as prospects often search numbers before answering @@ -65 +65 @@ If your caller ID is being flagged as spam, it can manifest in two ways: -The fastest way to recover from a flagged caller ID is to switch to a new phone number. See the next step. +If your caller ID has been flagged, switching to a new phone number is typically the fastest way to restore connectivity. @@ -75,3 +75 @@ For example, one method is to use multiple phone numbers when placing outbound c -One of the most difficult issues with the industry as it currently stands is that a large number of vendors provide in-app services to block calls. If one of these in-app services marks your number as spam then you have to pay the premium fees to remove your number from their spam list. - -Some of the third party vendors are joining in partnership to increase the call answer rate. +Apps that provide on-device call blocking are common across all major handsets. Many apps use blocking services from other commercial entities, some allow users to crowdsource spam numbers, and others partner with major carriers. Unblocking your numbers across geographies and app providers is often challenging and sometimes requires payment of fees. Some providers offer free business registration programs, while others provide no opportunities for redress. You might need to research the common apps in your region or those used by your customer base and work with these services directly. @@ -94 +92 @@ It's inevitable that you'll end up with a list of unanswered calls that you were -By making data-driven decisions and continuously iterating, you'll have the best chance to deliver real business value. You should treat each change that you make to your outbound calling strategy as an experiment, and ensure you have the ability to measure and compare the effectiveness of the changes you are making. +Data-driven decisions and continuous improvement are key to delivering business value through your outbound calling strategy. Treat each operational change as an experiment, ensuring you can measure and compare its effectiveness. @@ -96 +94 @@ By making data-driven decisions and continuously iterating, you'll have the best -One of the best things with Amazon Connect is the service is readily available to experiment. You can establish a baseline and then compare any changes to help you to assess how you can succeed. +We recommend creating custom reports that track both customer reachability and specific business outcomes. You can combine Contact Trace Record data with your own metrics using Amazon Connect's data lake or AWS services like QuickSight. Once you establish a baseline, you can evaluate changes and optimize for success.