CU Broadcast: How Biometrics Strikes Balance of Security and Service in the Contact Center

Connexus Credit Union EVP/COO Chad Rogers and Illuma Founder/CEO Milind Borkar stopped by the Studio Lounge to share highlights and insights from their conference session: “Biometrics & Beyond: Multi-Factor Authentication and Fraud Prevention in the Contact Center.” 

The topic was how to strike a balance between member experience and account security in the contact center. Milind covered the technical aspects of what makes voice authentication the most secure and member-friendly method for authentication. Chad shared his first hand experience on what it was like to roll out this new solution to credit union call center representatives and members.