San Francisco Fire Credit Union Elevates Security and Service with Voice Authentication 

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San Francisco Fire Credit Union (SFFCU) continues to put members first by enhancing both security and service. With more than 80,000 members across the Bay Area, the credit union has introduced IllumaSHIELD™ Voice Authentication—an advanced solution designed to protect members from fraud while making every call to the contact center faster, easier, and more personal.

A Smarter Way to Protect Members

Powered by Illuma’s AudioPrint™ technology, Voice Authentication verifies members within seconds, during natural conversation. This next-generation approach strengthens security by preventing fraud before it happens—keeping members’ accounts safe while delivering peace of mind.

Faster Calls, Better Service

What once took minutes now happens almost instantly. Authentication times have been reduced by up to 96%, so members spend less time answering security questions and more time getting the help they need. Contact center agents also benefit, with quicker handling times that allow them to focus on meaningful conversations and provide the high-quality service members expect from SFFCU.

Member Enthusiasm and Strong Adoption

Members have embraced the technology with enthusiasm: In just 18 months, SF Fire has onboarded over 27,000 members—more than one-third of the membership base—who will now have extra protection with VoiceID. Agents have also embraced the technology, using it on more than 83% of calls.

Built for Growth and Convenience

Implementation was fast and efficient, requiring minimal IT resources. The payoff has been significant—measurable gains in both efficiency and member satisfaction. Looking ahead, SFFCU will expand IllumaSHIELD™ to self-service channels, so members enjoy the same secure and frictionless experience when interacting with automated phone systems and conversational AI.

A True Partnership for Member Value

The rollout reflects a strong collaboration between SFFCU and Illuma, with dedicated support from the Illuma team, including its CEO. “IllumaSHIELD™ has been a game-changer for both our members and our staff. It’s simple, seamless with our Glia Contact Center platform, and delivers real results,” said Max Edwards, AVP of Member Services.

Max Edwards, AVP of Member Services

Protecting Members Today—and Tomorrow

For SFFCU, investing in IllumaSHIELD™ isn’t just about solving today’s challenges—it’s about preparing for the future. By combining stronger security with greater convenience, the credit union reinforces its commitment to protecting members and delivering exceptional service for years to come.