Automating outbound voicemail delivery to boost sales productivity

The challenge

A national financial services organization relied heavily on outbound calling to engage prospective clients. But unanswered calls created a persistent productivity drain — agents spent significant time waiting for voicemail beeps and manually leaving messages, reducing overall dialing capacity and limiting sales throughput. The organization needed a way to automate voicemail delivery without disrupting how agents work day-to-day.

The solution

TTEC Digital partnered with the client to modernize voicemail workflows using Amazon Connect and an automated Voicemail Delivery (VMD) solution that integrated seamlessly with existing sales processes and Salesforce.

Key components included:

‍Centralized outbound voicemail framework

TTEC Digital built an Amazon Connect-based voicemail application enabling designated roles to manage pre-recorded messages centrally. Sales users could log in, create or update messages, and associate them with outbound campaigns launched directly from Salesforce. Once a campaign began, Amazon Connect automatically handled outbound dialing and voicemail delivery.‍

Automated Voicemail Drop (VMD)

To eliminate manual tasks, agents were instructed to disconnect when a call went unanswered. From there, the VMD service:

• Detected the voicemail beep and immediately played the agent’s pre-recorded message
• Transcribed audio in real time if no beep was detected to identify IVR prompts
• Navigated IVR systems automatically to reach voicemail boxes

This automation ensured consistent and efficient delivery across variable phone systems.

Intelligent error handling with generative AI

When voicemail delivery failed (e.g., due to full or unconfigured mailboxes), the solution captured the failure reason and analyzed call transcripts for contextual cues. It then generated plain‐language explanations using a generative AI model, surfaced directly in Salesforce so agents could quickly decide if manual follow-up was needed.

The result

By automating the most repetitive and low-value step in the outbound sales process, the organization significantly increased outbound capacity and improved sales throughput.

Outcomes achieved:

• Higher agent productivity and outbound dialing capacity
• More time spent on live conversations instead of voicemail navigation
• Consistent, scalable voicemail message delivery
• Enhanced visibility into voicemail outcomes in Salesforce
• Improved predictability and performance of outbound campaigns

This automation empowered the sales team to focus on what matters most — connecting with prospects and driving revenue — while ensuring operational consistency and quality.