Security identity authentication company Clear (CLEAR) said on July 9 it will offer its security identity authentication platform CLEAR1 to contact centres using Amazon Connect through an integration with Amazon Web Services (AWS).

The companies said the integration allows firms to verify a caller’s identity before or during a consultation, reducing fraud and improving contact centre operational efficiency.

When a customer calls an Amazon Connect-based customer support centre, the customer can choose identity authentication through Clear. If selected, the customer completes verification through a security SMS link sent to a mobile phone. Once verification is complete, the call is connected to an agent. The agent can check the verification result in real time and process security-sensitive requests, such as password resets and account information changes, more quickly and securely.

Brett Romanoff (브렛 로마노프), senior vice president of Clear’s CLEAR1 division, said, "We are pleased to work with AWS to provide our security identity authentication platform to more contact centres." He said, "By integrating CLEAR1 with Amazon Connect, companies can strengthen fraud prevention capabilities while providing a seamless experience for both agents and customers."