# Outbound dialer POC: native Connect campaigns vs a third-party dialer

Companion to [Amazon Connect outbound: native campaigns vs Acqueon and third-party dialers](https://www.factualminds.com/blog/amazon-connect-outbound-campaigns-vs-acqueon-dialer-2026/). Written October 28, 2026.

- `scoring-sheet.template.json` - 10 weighted criteria (weights sum to 100), two candidate columns, every score `null`. Copy it, rename the candidate, fill scores 0-5 from POC evidence.
- `scoring-sheet.test.mjs` - `node --test` check that weights sum to 100 and no score ships pre-filled.

This is a checklist and a template. It contains no results from any vendor, and we have run no dialer POC.

## Before you start

- [ ] Written list of the jurisdictions you call, the consent type you hold per list, and who on your side signs off on calling hours, abandon-rate limits and DNC scrubbing. This is your compliance owner's call, not the vendor's.
- [ ] Pilot list of 2,000+ numbers you are allowed to call, with time zone and a consent flag. Include 50 deliberately bad rows: no time zone, invalid number, on your internal suppression list.
- [ ] Agent pool of at least the number your plan needs for the predictive mode. A 3-agent pool will not show predictive behaviour.
- [ ] Native: outbound campaigns enabled, concurrent-call quota raised above its default of 0, a dedicated campaign queue, and a published flow with a Check call progress block.
- [ ] Third-party: written answers to the questions below, before you start the trial clock.

## Questions to put to a third-party vendor in writing

1. Which call runs through Connect and which through the vendor's own telephony? Which Connect charges still apply?
2. Which dial modes, which channels, and which Regions are in the contract you would sign (not in the brochure)?
3. How is the abandon rate calculated, over what window, and can I export the raw events?
4. What does the vendor change in my Connect instance (flows, roles, allowlists), and what happens to those changes at exit?
5. Where is my contact list stored and how is it deleted at exit?
6. Full price at my volume, including compliance, CRM and IVR add-ons, and overage.

## Test plan (run the same steps on each candidate)

| # | Test | Pass evidence |
| --- | --- | --- |
| 1 | Run the pilot list in each dial mode you plan to use | Disposition export, one row per attempt |
| 2 | Hand-label 200+ answered calls as human or machine | False positive and false negative counts per candidate |
| 3 | Predictive pacing with your real agent count | Abandon rate you compute yourself from the exports, against the dashboard figure |
| 4 | Row with no time zone | Excluded, not dialled |
| 5 | Recipient over the per-recipient limit | Skipped |
| 6 | Number on your suppression list | Never dialled |
| 7 | Time window edge: attempt at the first and last minute | Dialled only inside the window, in the recipient's time zone |
| 8 | Connect latency: time from pickup to agent speaking | Measured on 100+ answered calls |
| 9 | Kill the CRM sync | Campaign behaviour, error surfaced to a human |
| 10 | Export everything and rebuild the report in your warehouse | Totals match |

## Decide

Fill `scoring-sheet.template.json`. A candidate that scores 0 on `compliance-controls` is out whatever its total. Record who made the call and the date.