AWS told agents to confirm a first-time caller's identity with existing measures, such as a knowledge question or an SMS one-time passcode, before enrolling the caller in Voice ID, so that only genuine customers were enrolled.
Checked 2026-09-30
- Vendor
- AWS
- Product
- Amazon Connect Voice ID
- Subsystem
- enrollment
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- through 2026-05-20
- Checked
- 2026-09-30
Sources
- Use real-time caller authentication with Voice ID in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · Section How Voice ID works > Customer enrollment, step 1
Cite this note
APA
WarmTransfer. (2026, September 30). Caller authentication and fraud prevention in contact centers: source note contact-center-caller-authentication-voice-id-enroll-first. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-caller-authentication-voice-id-enroll-first
BibTeX
@misc{warmtransfer-claim-contact-center-caller-authentication-voice-id-enroll-first,
title = {Caller authentication and fraud prevention in contact centers: source note contact-center-caller-authentication-voice-id-enroll-first},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-caller-authentication-voice-id-enroll-first},
note = {Source note contact-center-caller-authentication-voice-id-enroll-first, checked 2026-09-30}
}