The integration, announced in New York, targets the friction inherent in high-risk support interactions like password resets and account modifications. When a customer initiates a call, they may opt into the CLEAR verification process, receiving an SMS link to confirm their identity. Once verified, the system passes the result to the agent in real time, bypassing manual verification steps.
In section Releases
CLEAR Integrates Identity Verification Platform with Amazon Connect
To combat rising contact center fraud, identity company CLEAR is integrating its CLEAR1 platform with Amazon Connect. The new partnership allows businesses to verify caller identities via secure SMS links before they reach a live agent, aiming to replace cumbersome security questions with faster, automated authentication protocols.
Brett Romanoff, EVP of CLEAR1, stated that the collaboration is designed to scale security across large enterprise contact centers. Amy Belcher, Director of Global ISV Partners at AWS, noted that the move is intended to prioritize customer experience by eliminating repetitive questioning. By offloading identity checks to the CLEAR1 platform, companies can minimize impersonation risks while potentially reducing overall handle times for support teams.
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