Elevate Member Experience with Seamless Voice Authentication
In today’s evolving financial landscape, credit unions require cutting-edge fraud prevention solutions while ensuring a seamless member experience. Our state-of-the-art voice authentication technology delivers enterprise-grade security—without the enterprise-level cost. As a dedicated CUSO, we empower credit unions with affordable, effective, and easy-to-implement solutions designed to enhance both security and member satisfaction.
How IllumaSHIELD™ Enhances Security, Efficiency, and Member Experience for Credit Unions
Strengthen Security and Prevent Fraud
Credit union contact centers are a top target for fraud, but IllumaSHIELD™ provides proactive protection. Our advanced voice verification technology effectively blocks account takeover attempts, safeguarding member trust, brand reputation, and financial assets—even against emerging threats like AI generated deepfakes. Instead of responding to fraud after the fact, prevent it in real time with IllumaSHIELD™.
Enhance Operational Efficiency
Traditional knowledge-based authentication (KBA) adds over a minute to each call—and is vulnerable to fraud. Our passive voice authentication verifies members in less than five seconds, significantly reducing call handling time and boosting agent productivity. In today’s competitive talent market, our solution empowers your team to work more efficiently, reducing stress while enhancing service quality.
Elevate the Member Experience
Voice biometrics enable your team to recognize members over the phone as effortlessly as they do in person. Instead of answering security questions, members can focus on what truly matters—their banking needs. Modern consumers not only recognize voice authentication; they expect it. Enhance convenience and security by implementing seamless, frictionless verification in your contact center, eliminating barriers to exceptional service.
Here’s How It Works for Your Members
What Credit Unions Are Saying About IllumaSHIELD™
“Our traditional authentication process was averaging 90 seconds. But because we were doing a more stringent security Q&A in response to an increase in fraud attempts, our average increased to nearly two minutes to authenticate members. Now it only takes 14.5 seconds to authenticate a member who has opted into the program. So that’s been great. Obviously, that affects hold times. It affects abandonment rate. All those things that we were struggling with, we’ve seen these things turn around thanks to the voice authentication piece.”
Dan Gatfield, Dort FCU Chief Retail Officer
Why Illuma Is the Best Choice for Credit Unions of All Sizes
Cost-Effective Voice Authentication
Traditional voice authentication solutions often come with a hefty price tag, making them accessible only to the largest financial institutions. At Illuma, we believe credit unions of all sizes should have access to cutting-edge voice biometric security—without the financial burden. Our affordable technology ensures that even smaller community and regional credit unions can enhance security and member experience without exceeding their budget.
Rapid and Hassle-Free Deployment
Traditional voice biometric solutions can take months—or even years—to implement, delaying return on investment. IllumaSHIELD™ offers a faster, more efficient alternative, with deployment in just days. Thanks to our expanding list of integrations, several implementations can be completed in a single afternoon. Our team handles the heavy lifting, ensuring a seamless rollout without straining your internal IT resources.
Verifiable ROI
IllumaSHIELD™ delivers immediate operational efficiencies and cost savings for credit union contact centers of all sizes. Depending on call volume, clients have reported saving thousands of full-time equivalent (FTE) hours within the first year of deployment. And all of this comes at a fraction of the cost compared to competing solutions.
For example, Connexus Credit Union saved over 9,500 FTE hours on authentication in just 16 months of using IllumaSHIELD™. Learn more about their success story here.
Secure & Compliant
IllumaSHIELD™ is designed with your security, privacy, and compliance goals in mind. We support your due diligence efforts to ensure our system aligns with the specific needs of your financial institution. Interested in learning more about state and federal privacy requirements for voice biometrics?
Download our biometric privacy white paper here.
Voice Verification vs. Other Authentication Methods
IllumaSHIELD™ seamlessly integrates across a wide range of telephony and contact center platforms, making it ideal for verifying identity in any environment—whether for inbound, outbound, or internal calls.
With our solution, agents can verify member identities in just seconds, reducing frustration and enhancing the overall brand experience. This rapid verification ensures a smoother, more secure interaction for your members while improving operational efficiency.
“Our contact center agents love it. They feel better protected from fraudsters with lower effort. They’re not put in a position to create those frustrating experiences of identifying a caller with PII type questions.”
Steve Goodwine, Vice President, Director of Contact Center
Additional Benefits
- Enhanced Member Service: With less time spent on verification, your team can focus more on serving members, identifying additional needs, and effectively upselling or cross-selling financial products and services.
- Increased Agent Productivity: By streamlining verification, agents can focus on high-value tasks, boosting the effectiveness of revenue-generating programs like sales and collections.
- Protection Against Employee Impersonation: Voice authentication can also be deployed internally for helpdesk operations, safeguarding against hacking attempts, including vishing (voice phishing), and ensuring robust security across your organization.
What Can Voice Authentication Do for Your Members?
Discover how IllumaSHIELD™ can transform your credit union’s contact center and elevate the member experience with frictionless voice authentication.
