Stop account takeover fraud in the contact center.
Modern, phone-based identity verification built into Amazon Connect. Block fraud, cut average handle time, and remove friction for real customers. Now on the AWS Marketplace.
Legacy authentication has become obsolete
KBA and legacy IDV weren't built for an era of data breaches, social engineering, and AI-driven fraud.
KBA answers are researched, breached, or socially engineered, leading directly to account takeovers.
Legacy auth adds 60 seconds to 5 minutes per call, inflating handle time and costing millions annually.
20–50% of help desk calls tie back to password resets and authentication challenges.
Fraudsters manipulate OTPs, voice, and biometrics, leaving traditional security layers insufficient.
The Solution
Introducing Prove for Amazon Connect
A deterministic approach built on possession, ownership, and reputation — verifying what the customer has, not what they know.
Private
No caller PII stored. The carrier owns the data.
Private
Authenticates SIM keys without the customer doing anything.
Private
Identity continuity across device changes, no re-enrollment.
Private
Checks possession, reputation, and ownership of the SIM key.
How Prove Solves Key Contact Center Challenges
Prove Caller Authentication confirms a phone number is actively connected during a live interaction, helping detect spoofing, prevent fraud, and ensure the caller is truly who they claim to be.
Trust Score & Identity Verify provide instant and real-time scoring of behavioral risk assigned to a phone identity token and phone number to prevent account takeovers. Seamlessly safeguard real users while blocking fraudsters.
Identity Manager continuously monitors for profile changes, such as phone numbers, device and attribute changes for ongoing identity accuracy.
Instant Link actively authenticates mobile devices and fortifies the SMS OTP process by having users click on a URL link delivered via SMS. Mobile Auth replaces traditional OTPs to passively authenticate when you need.
Unified Authentication passively and persistently recognizes returning users across sessions and devices without added friction for users.
Prove’s Approach for Amazon Connect Use Cases
- Replace Voice ID
- Improve IVR Containment
- Deliver Step-Up Authentication
- Optimize Agent Handle Time & CX
- Improve Inbound/Outbound Omnichannel Interactions
- Maintain Up-to-Date Customer Profiles
Prove Contact Center Case Studies
GLOBAL CREDIT CARD ISSUER
incremental revenue
FORTUNE 500 INVESTMENT FIRM
calls/week reduced (~$7.30/call)
GLOBAL INSURANCE COMPANY
lower average handle time
“Before Prove, we looked into various solutions including liveness checks, face ID, and document-scanning solutions, but everything we implemented was too much friction for users,” stated Spusta. “We received complaints from users that our identity verification was too hard to use and even with all of these checks, the bots were still getting through. Abandonment was high and fraud was still getting in.”
"We were looking to solve two primary challenges: reducing fraud and improving the customer experience by reducing friction in the credit card application process. Prove allows us to validate phone ownership and possession for 90%+ of users while also allowing us to pre-Fill meaningful pieces of the application for those users, reducing the number of steps they need to go through to sign up."
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