CLEAR is extending its identity platform into customer-service call centers, integrating its CLEAR1 product with Amazon Connect so that organizations can verify who is calling before or during a support interaction. The integration with Amazon Web Services is pitched at cutting fraud and trimming the friction of identity checks in contact centers, which CLEAR notes are both a key support channel and a common target for impersonation.
In the setup, a customer who calls a support line running on Amazon Connect can choose to verify their identity through CLEAR. If they opt in, they receive a secure SMS link to complete verification on their phone, and once they are verified the call is routed to an agent who sees the result in real time. CLEAR frames the approach as a way to move callers through sensitive requests such as password resets and account updates more quickly, while sparing agents the repetitive security questions that slow down support. By adding identity verification earlier in the support journey, before a customer reaches a live agent, the company says teams can handle sensitive requests with more confidence and spend less time on manual verification steps.
The company positions the integration as part of a broader push to take CLEAR1, the enterprise version of its secure identity platform, beyond airports and into workplaces and financial services. CLEAR, which trades on the New York Stock Exchange and says it has more than 41 million members, also reiterated that members stay in control of their information and that it does not sell biometric or sensitive personal data.
The move continues CLEAR’s expansion of CLEAR1 into enterprise verification, after deals such as T-Mobile’s deployment of the platform for employee authentication and an integration that CLEAR says flagged thousands of fraudulent rental applications.
“We’re proud to partner with Amazon Web Services to bring our secure identity platform to contact centers at scale,” said Brett Romanoff, EVP of CLEAR1, who said the integration would strengthen protection against fraud while smoothing the experience for agents and customers. Amy Belcher, director of global ISV partners at AWS, said the pairing lets organizations verify callers in seconds and drop repetitive security questions so agents can focus on solving problems.
Sources: CLEAR
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By the ID Tech Editorial Team
