Service controls and fraud prevention in Connect Customer
Contact centers are frequent targets for fraud attempts such as social engineering attacks and systematic account takeover attempts. With Connect Customer, you can protect your business through comprehensive access management, real-time monitoring, and automated threat detection.
Managing service limits
You can set precise limitations on your contact center operations as a first line of defense. With service limits, you control the following:
-
Concurrent active calls
-
Number of queues and routing profiles
-
Countries available for outbound calling
-
API request thresholds
These service limits act as guardrails that prevent potential abuse while your operations run smoothly within defined parameters. For example, if your contact center typically handles up to 500 concurrent calls during peak hours, you can set your service limit for concurrent active calls to 600. This provides a buffer for unexpected spikes while preventing abuse that might result in thousands of simultaneous calls.
For best results, follow these recommendations:
-
Set limits 20% above peak historical volumes.
-
Implement queue-specific thresholds.
-
Configure CloudWatch alerts at 80% utilization.
Configuring authentication controls
Connect Customer supports three authentication methods:
-
Built-in Connect Customer authentication – Native user management within your Connect Customer instance.
-
AWS Identity and Access Management (IAM) – Federated access through AWS identity management.
-
SAML-based Single Sign-On (SSO) – Centralized security controls through your Identity Provider (IdP).
Although each method serves different needs, SAML-based SSO centralizes your security controls through your IdP. This centralization supports multi-factor authentication (MFA), automated password rotation, and comprehensive access monitoring.
For optimal security, follow these recommendations:
-
Enforce MFA for all agent logins.
-
Set maximum session durations of eight hours.
-
Implement IP allowlisting (restricting access to approved network addresses) for approved networks.
-
Require password rotation every 90 days.
Detecting and responding to threats
In addition to prevention, Connect Customer provides rapid detection and response capabilities. Connect Customer continuously monitors for suspicious activities and automatically blocks potential threats. Machine learning models analyze patterns in real time to identify and stop suspicious behavior before it impacts your operations.
After Connect Customer detects suspicious activity, the system can automatically block access and alert your security team. Configure the following threat detection settings:
-
Authentication pattern monitoring – Real-time analysis of login behavior to detect anomalies.
-
Geographic-based access controls – Restrictions based on the geographic location of access attempts.
-
Velocity checks – Limits on the rate of authentication attempts to prevent brute-force attacks.
-
Automated blocking – Automatic suspension of high-risk activities.
Monitoring with Amazon CloudWatch
Connect Customer integrates with CloudWatch to provide detailed insights into your contact center's security posture. With CloudWatch, you can do the following:
-
Monitor service usage against your configured limits.
-
Track security events across your instance.
-
Receive real-time alerts when suspicious activities occur.
-
Create custom dashboards to visualize security metrics.
For more information, see Monitoring your Connect Customer instance using CloudWatch.
Continuous security improvements
Connect Customer security features are continuously enhanced based on emerging threats, customer feedback, and evolving compliance requirements. Regular updates introduce new protective measures and strengthen existing ones to help your contact center maintain robust security against evolving threats.
Getting started with fraud prevention
To strengthen your contact center security, complete the following steps:
-
Review your current service limits and adjust them based on your peak volumes.
-
Implement SSO integration with your identity provider.
-
Set up CloudWatch monitoring and configure alerts.
-
Configure geographic access controls for your instance.
