Enhanced Pindrop Integrations Simplify Migration from Amazon Connect Voice ID
David Tevendale
Manager, Partner Programs • June 4, 2025 (UPDATED ON 06/05/2025)
3 minute read time
Written in collaboration with Kawsar Kamal, Senior Solutions Architect and Amit Gupta, Specialist Solutions Architect for Amazon Connect at Amazon Web Services.
Amazon Web Services (AWS) recently announced that Amazon Connect Voice ID will reach its end of support in May 2026. In light of this development, AWS has identified Pindrop as a preferred solution provider for customers transitioning from Voice ID. In response, Pindrop introduced two new Amazon Connect features and obtained an additional certification to facilitate a seamless migration for customers of Amazon Connect Voice ID.
Seamless integration with Pindrop® Passport
Pindrop® Passport offers a comprehensive alternative to Amazon Voice ID, delivering advanced, passive, multifactor authentication and fraud detection. This approach combines voice, device, network, and behavioral signals to verify users and detect risks, minimizing customer effort while enhancing security. Unlike legacy single-factor systems, which are increasingly vulnerable to synthetic voice and deepfake attacks, Pindrop’s in-house signal development provides broader and more sophisticated protection.
To support organizations transitioning from outdated voice biometric systems, Pindrop® Passport’s new features for Amazon Connect are designed to be intuitive, fast to deploy, and easy to scale.
Pindrop® Agent Screen Pop for real-time authentication
The Pindrop Agent Screen Pop is a newly released embeddable user interface widget within the Amazon Connect Agent Workspace. It displays real-time authentication and risk assessment data, derived from Pindrop solution’s multifactor analysis of inbound calls. The interface provides clear, color-coded guidance to agents, enabling rapid service to verified callers while identifying potential fraud with minimal disruption to the customer experience.
Pindrop+Amazon Connect customers can provide customized instructions for their agents based on the policies they associate with Pindrop risk scores. This allows the agent to service genuine inbound callers and stop fraud quickly.
Organizations can customize the agent guidance based on their risk policies, streamlining operations and elevating service quality and security. Previously, these user interface tools required internal development. Now, they’re available out of the box, significantly reducing implementation time.
Leveraging existing voice profiles with “Bring Your Own Voice”
One of the major concerns during transitions from legacy systems is the loss of previously enrolled voice profiles. With Pindrop® Passport’s “Bring Your Own Voice” feature, organizations can retain and reuse their existing Amazon Voice ID voiceprints. Leveraging existing Amazon Voice ID voiceprints for initial enrollment data enables organizations to benefit from enhanced authentication and fraud detection capabilities from day one, without requiring customers to repeat enrollment.
Amazon Connect Service Ready Accreditation
Pindrop has earned the Amazon Connect Service Ready designation, demonstrating that its core solutions—Passport, Protect, VeriCall, and Pulse—meet AWS’s stringent architectural standards. These solutions operate entirely in the cloud and are proven in production environments. This accreditation underscores Pindrop technology’s ability to deliver secure, scalable, and innovative authentication and fraud detection capabilities for Amazon Connect contact centers.
With the new Agent Screen Pop for real-time authentication and support for existing voice enrollment data, Pindrop is helping Amazon Connect users adopt stronger, more innovative authentication tools quickly and easily. These enhancements, combined with real-time risk analysis and deepfake detection, reinforce security while ensuring a seamless customer experience.
To learn more, contact Pindrop at: [email protected]