Pindrop® Solutions and Amazon Connect: Better Together
Pindrop is a leader in providing contact center fraud detection and authentication solutions. Amazon Connect is one of the leading providers of cloud-based contact center solutions. Together, Pindrop® solutions & Amazon Connect, are powering the seamless transition of contact centers to the cloud to create a secure and consumer focused environment.
Attend this session to discover how Pindrop’s partnership with Amazon Connect enables enterprises to adopt cost-effective, flexible, and personalized cloud solutions. Learn how this partnership helps reduce customer authentication friction, detect more instances of fraud, and proactively prepare for potential account takeovers.
Written in collaboration with Bennett Borofka, Partner Solutions Architect at Amazon Web Services.
Is your contact center vulnerable to fraud attacks?
In Pindrop’s 2024 Voice and Security Intelligence Report, we project that more than 1 in every 730 calls into call centers will be fraudulent by the end of 2024. The rise of accessible generative AI tools is also making way for a rise in deepfake attacks, or the fraudulent use of synthetic media to replicate a person’s likeness, including their voice.
Now is the time to help protect your business with technological solutions designed to help detect fraud, authenticate callers, and spot deepfakes.
Amazon Connect is the cloud contact center service from Amazon Web Services (AWS). It provides a seamless, omnichannel experience that is easy to deploy and scales quickly. As an AWS Partner, Pindrop has successfully launched Pindrop® Solutions with several Amazon Connect Customers and many Pindrop customers are running on AWS. Check out this customer case study to better understand the benefits of Pindrop solutions in your contact center.
About PindropⓇ Solution’s integration with Amazon Connect
Pindrop Solutions’ integration with Amazon Connect brings authentication, fraud detection and deepfake detection right to agents’ desktops during voice interactions. This allows Amazon Connect agents to receive near real-time caller verification and fraud detection during each live call. Some of the specific enhancements Pindrop solutions bring to Amazon Connect are:
- Caller enrollment method: Callers can be enrolled with the Pindrop solution while they are in IVR and with the agent.
- Caller enrollment time: Callers can be passively enrolled with the Pindrop solution in approximately 10 seconds, and they don’t have to enroll again.
- Caller authentication time: Callers are authenticated in approximately 2 seconds. Authentication status is presented via APIs in near real-time to Amazon Connect.
- Fraudster detection: A deep, cumulative set of sources and methods are used to detect fraudulent callers: voice, device, behavior, metadata, and connections. Fraud risk data is available throughout the call.
- Fraud case management: A suite of tools for identifying and tracking fraud cases.
- Liveness detection: A liveness score, showing a real-time assessment of potential synthetic or recorded voices versus genuine, live human speech. Liveness data is available throughout the call.
Pindrop Solutions are fully SaaS-based and available on AWS Marketplace.
The platform deploys easily to new and existing instances of Amazon Connect, making it possible for customers to realize quick time-to-value in adding robust security capabilities to their contact center. Customers deploying Pindrop Solutions integrate the platform’s authentication, fraud and deepfake data directly into their agent desktops for live analysis.
At AWS, security is “job zero” and our number one priority for customers. Pindrop undergoes the AWS Foundational Technical Review process to qualify their software meets specific guidelines for security, reliability and operational excellence of the platform. Pindrop Solutions integrate with Amazon Connect using a collection of services within customers’ AWS accounts. Pindrop offers guidance to Amazon Connect customers through the deployment and configuration of this integration during implementation:
- AWS IAM Role: To grant limited, required access to third-party accounts for trusted access, an AWS IAM Role is used to establish a trust relationship between customer AWS accounts and the Pindrop solution. This Role follows the principle of least-privileged permissions, applying a Policy that allows the Pindrop solution to securely read data and audio from Amazon Connect.
- AWS Lambda: A collection of AWS Lambda functions are configured within Amazon Connect Flows to securely query the Pindrop API during initial voice contact. This provides the Pindrop solution with details about the contact and returns authentication and risk scores, which are presented back to Amazon Connect in the API response. These authentication and risk scores are presented live in the agent’s desktop.
- Amazon Kinesis: The Pindrop solution reads Amazon Kinesis Data Streams (agent events and contact trace records) and Amazon Kinesis Video Streams that emit relevant details to the Pindrop solution about the contact, for fraud and risk detection. Specifically, the Pindrop solution reads and analyzes the live audio stream of the caller for real-time processing.
Deepfakes are a rising fraud threat for contact centers. That’s why it’s imperative to deploy a comprehensive solution that can detect fraud at various points in the contact center experience, authenticate callers, and analyze audio for synthetic voice. Pindrop Solutions offer this–all within your existing Amazon Connect environment.
Our offerings
If you already use Amazon Connect to manage your contact center experience, you can add Pindrop Solutions with ease. Here’s an overview of our solutions:
Pindrop® Pulse™ Technology
Fortify trust and integrity between you and your customers with our industry-leading deepfake detection technology. Independently tested with a 96.4% accuracy rate, according to an NPR study on audio deepfake detection.
Pindrop® Protect
With near real-time fraud alerts and risk assessments for inbound calls, you can reduce fraud losses by detecting repeat, known fraudsters as well as new fraud through anomaly detection.
Pindrop® Passport
Legacy authentication systems are time-consuming for your agents and customers. With cutting-edge multi-factor authentication that can passively authenticate in the IVR or at the agent, you can fortify your contact center with effective, seamless safety measures.
Why Pindrop?
Pindrop Solutions are industry-leading voice security tools with proven results. From fraud detection to spotting deepfakes to authenticating callers, our technology is helping stop fraudsters in their tracks.
With our robust integration with Amazon Connect, you can implement these tools seamlessly–bringing important, thorough call analysis to your agents’ screens.
To learn more about our product integration and solutions, request a demo with a member of our team.
About Pindrop® Technology and integrations
Here at Pindrop, our technology recently analyzed our 5 billionth inbound customer phone call,1 another significant milestone in our 12-year history of helping our customers improve their voice security posture. Along the way, our technology detected over 100 million spoofed phone calls and helped our customers stop over $2 billion in fraud attempts,2 often while helping those same customers reduce the average handle time in their call centers by 60 seconds or more.3
Through this, we’ve emerged as a leader in contact center voice authentication and security with a growing base of Fortune 500 customers. But what you might not see, at least from the outside, is the work that’s been happening behind closed doors to support this success through a network of partnerships and integrations – all of which are enabling Pindrop to become a dedicated cloud-based service provider.
This wasn’t the case over a decade ago–when the average deployment of Pindrop® Technologies was on-premise and difficult to support. Today, any customer who purchases Pindrop® Solutions is deployed via the cloud, hosted via AWS or GCP, and delivered through a wide variety of integration paths.
Making the move to cloud-based solutions
Principal Solutions Engineer, Jay Hart, has spent a decade with Pindrop and can remember some of the challenges of those early, premise-based deployments, “Many years ago, when a customer signed up with us, implementation largely happened on site. One of the main challenges was that we didn’t have a single, unified platform. Different customers ran different versions of Pindrop’s Fraud Detection Solution. Every installation required an engineer and research scientist to be on premise with the customer to handle the installation, listen to calls, and tune our fraud models to be successful. Then, if we needed to update those models to improve performance, it took weeks or months to roll that out. So we had different customers running different versions of our software, and some real challenges keeping up with the hardware and performance.”
Obviously, as a business, we knew the move to cloud was going to be vital for long-term sustainability and growth. But our multi-factor approach to both authentication and fraud detection is predicated on a deep, telephony-style integration which includes analyzing keystroke behavior heuristics, carrier metadata, acoustic analysis, and various other signals–most of which are readily available in an on-premise installation. So how, exactly, did we get these same signals available in the cloud?
Sumant Mauskar, VP of Partners and Alliances for Pindrop, answers this question succinctly, “As a cloud-focused business in the modern contact center universe, if you don’t have integrations, you don’t have a business. We knew we were going to need pre-built integrations through a wide network of partnerships to be successful. Our product, research, and engineering team–alongside our partners–have been hard at work for the past 24 months to make this vision a reality.”
The shift from premise to cloud-based service delivery through partner integrations has been a massive endeavor, and thanks to the hard work of our engineering, product, and partner teams, it’s a shift that we’ve been able to accomplish in a short amount of time. “When it comes to deploying your cloud-based contact center, there is rarely a one-size-fits-all easy button,” says Rahul Sood, Chief Product Officer. “Pindrop has pursued and developed a robust network of carrier, contact center, and Conversational AI integrations to give our customers the flexibility they need to be successful.” For the first time in our history, Pindrop is now natively integrated with all four leading providers in the Gartner Magic Quadrant for CCaaS. We’re proud to showcase here these four key partner integrations, all now available in production.
Some of our key partners
Amazon Web Services®
Amazon Connect remains a leader in the Gartner CCaaS Magic Quadrant year-after-year. Our Amazon Connect integration leverages Amazon kinesis streams for media acquisition to run our analysis, and utilizes AWS® lambda functions that obtain Pindrop intelligence in Amazon Connect IVR and agent workflows. With the Pindrop and Amazon Connect integration, organizations can implement these solutions in days instead of months – no telephony background required.
Amazon and all related marks are trademarks of Amazon.com, Inc. or its affiliates.
Five9
Five9 is a leading provider of cloud contact center software with more than 3,000 customers. Partners since 2021, Pindrop and Five9 have been on an 18-month integration journey in support of more than a dozen mutual customers. One of our most robust integrations to date, Pindrop® Technologies and Five9 can work together to help authenticate inbound callers and mitigate fraud across all legs of an inbound call. Five9 Telco can not only route inbound calls to our product for analysis, but they provide an easy-to-use, self-service administrative console to accomplish this quickly. Also, Five9 has published various pre-built tasks in Studio 7 library to make implementing Pindrop Solutions within the Five9 IVA simpler, faster, and easier. What’s more, we’ve released our first Agent UI as a connector in the Five9 agent desktop to bring Pindrop intelligence to Five9 agents in real time. This end-to-end solution is the first of its kind for us, delivered in collaboration with our friends at Five9 to support many mutual customers in this rapidly expanding partnership.
Genesys Cloud CX™
Genesys Cloud CX empowers over 8,000 organizations across more than 100 countries to enhance loyalty and business outcomes by delivering exceptional experiences for both customers and employees. As a Premium App Partner in the Genesys AppFoundry®, we’ve dedicated extensive development resources to ensure that Genesys Cloud™ customers can seamlessly integrate our advanced voice security solutions.
With our new AudioHook for Genesys Cloud Voice™, alongside the option to use Pindrop Solutions with Bring Your Own Carrier (BYOC), we provide flexible, cutting-edge security solutions tailored to diverse business needs. This integration opens a vast global market, enabling Genesys customers to leverage Pindrop Technologies to help secure and streamline their contact center operations.
Genesys, Genesys Cloud, Genesys Cloud CX, Genesys Cloud Voice, and Genesys App Foundry, are registered trademarks or trademarks of Genesys Cloud Services, Inc. and/or its affiliates in the United States and certain other countries.
NICE CXone™
Leading AI-powered CX platform provider, NICE, helps brands to deliver the best customer experience possible, no matter the touchpoint. This is a new partnership and integration for Pindrop, teaming with NICE at the telco level to route inbound customer calls to Pindrop Solutions for analysis. The Pindrop FACT team works directly with our mutual customers to support design and call flows based upon each customer’s unique requirements. With a long history of mutual customers using both platforms, NICE and Pindrop have finally, officially teamed up to help deliver improved CX and fraud detection. To celebrate this new collaboration, we recently sponsored and exhibited at NICE Interactions in Las Vegas in June, and we had a great time socializing our new integration and partnership with many NICE customers.
Connect with us and learn more about our partnerships
To integrate with your existing contact center technology and better guard your business from fraud, request a demo and learn more about our partnerships.
1Total of all calls tracked by entire Pindrop suite (Protect, Passport and VericallⓇ solution) across all of our customers since inception
2Derived from data gathered from tracking fraud calls across Pindrop’s customer base since inception. Pindrop technology has detected 3 million confirmed fraud events which likely would have resulted in $2 billion fraud losses
3Based on a sample of 33 Pindrop customers using ANI validation and profile match to reduce 2-4 KBAs


Challenges faced as the industry moves to the cloud
Benefits of using Pindrop® Solutions with Amazon Connect
How Pindrop® Solutions integrate with Amazon Connect
Your expert panel


Amy L. Reyes R.
Solutions Engineer, Pindrop


Bennett Borofka
Partner Solutions Architect, Amazon Web Services
Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises. As security technology has evolved over the years, fraudsters have followed closely behind – adapting to continue to obtain the information that drives their own bank accounts.
In 2018, the fraudulent call rate came in at 1 in every 685 calls – a higher rate than from years prior. It is clear fraudsters understand how to maneuver around legacy security solutions, and enterprises need to take note. So, how do enterprises provide their customers with a good customer experience without treating them like fraudsters?
This balancing act can be made simple by addressing your security solution:
- Speed – does your solution require active enrollment?
- Multi-factor – is your solution relying on outdated KBAs?
- Risk Based – does your solution make calculated decision making?
Pindrop’s technology allows your customers to join at the speed of conversation with passive enrollment, relies on voice to provide a multi-factored layered intelligence, and is risk based. These elements come together to create a balanced security solution that will help you identify your customers, without treating them like criminals.
Now, Amazon Web Services is offering a disruptive solution, Amazon Connect, a cloud-based contact center service based on the same contact center solution used at over 50 internal Amazon businesses by as many as 70,000+ simultaneous agents on a daily basis. Amazon Connect, paired with Pindrop’s technology, allows you to deploy a call center solution that not only will allow any business to deploy better customer service at a lower cost, but will also minimize the impact of contact center fraud on your organization.
The seamless integration of Pindrop’s technology with Amazon Connect provides a combination of effective solutions paired with fraud detection and prevention capabilities. This partnership will allow enterprises to improve customer experience with streamlined customer authentication processes without excessive friction to reduce average call handling time. Additionally, Pindrop for Amazon Connect will defend enterprises against account takeovers and will help identify suspicious behavior to prevent fraud before it happens.
For more information, contact us.