Amazon Connect Voice ID end of support

After careful consideration, we decided to end support for Amazon Connect Voice ID, effective May 20, 2026. Amazon Connect Voice ID will no longer accept new customers beginning May 20, 2025. As an existing customer with an account signed up for the service before May 20, 2025, you can continue to use Amazon Connect Voice ID features. After May 20, 2026, you will no longer be able to use Amazon Connect Voice ID.

This page provides instructions and best practices for Amazon Connect IT administrators and users to transition Voice ID to alternate solutions to meet your business needs. This might include solutions from AWS Partners available on the AWS Marketplace, such as Pindrop® or do-it-yourself solutions with AWS End User Messaging SMS.

Pindrop® Anti-Fraud and Authentication Platform for Amazon Connect

Pindrop® combines best-in-class audio, voice, and AI technologies with a comprehensive risk database to provide added protection across the phone channel. Pindrop® multifactor voice authentication, anti-fraud and liveness detection solutions work together for enhanced protection at all stages of a phone call. The solutions available include: Pindrop® Anti-Fraud, Pindrop® Caller Authentication, Pindrop® Call Verification, and Pindrop® PulseTM. Details and pricing for this solution are available in the Amazon Marketplace. For more information, see Pindrop® Anti-Fraud and Authentication Platform.

If you have previously enrolled callers into Amazon Connect Voice ID, you can migrate them to Pindrop® Caller Authentication using the caller's voice recordings, if available. If you do not have voice recordings available, you will have to re-enroll them into Pindrop®. For more information, see the Pindrop® product page.

Do-it-yourself solutions with AWS End User Messaging SMS

You can improve contact center security by enabling One-Time-Pin (OTP) based authentication for your contact center with AWS End User Messaging SMS. You can reference a solution example for enabling OTPs using AWS End User Messaging SMS to create one for your contact center. For more information about this solution, see the following blog post: Build a Secure One-Time Password Architecture with AWS. For more information about AWS End User Messaging SMS, see What is AWS End User Messaging SMS?

Managing your Voice ID data

You can get information about all your Voice ID domains in your AWS accounting using the Voice ID ListDomains API in conjunction with the DescribeDomain API. For more information about managing your Amazon Connect Voice ID domains, see Manage Amazon Connect Voice ID domains.

For a specific Voice ID domain, you can download data about enrolled callers using the ListSpeakers API and registered fraudsters using ListFraudsters API. For more information about speaker and fraudster management, see Amazon Connect Voice ID speaker, watchlist, and fraudster management APIs. You can ensure that all your customer data on Voice ID is deleted by using the Voice ID DeleteDomain API. You need to perform this operation for every Voice ID domain in every AWS Region and every account.