Delight Members with Frictionless Voice Authentication in the Contact Center
Credit unions need the most advanced fraud prevention technology, and their members deserve it. Now, state-of-the-art voice authentication is available without an enterprise budget. As a committed CUSO, we make sure our credit union partners can access affordable and effective solutions that are easy to implement and use.
How Illuma Shield™ Keeps Credit Unions Friendly, Efficient, and Secure
Enhance Member Experience
With voice biometrics, your team can recognize members on the phone as easily as they do in the branch. Members are calling to ask you questions, not the other way around. Today’s consumers are not just familiar with voice authentication, they are expecting it. Remove the obstacles that stand in the way of a great member experience by implementing frictionless verification in the contact center.
Improve Operational Efficiency
Traditional Knowledge Based Authentication takes over a minute on every call (and it’s easy to beat). Our passive voice authentication requires less than 5 seconds of members’ voice, reducing average call handle time and improving agent productivity. In a tight talent market, we help your best people do more with less stress.
Tighten Security and Reduce Fraud
Credit union contact centers are a prime target for fraud. Illuma Shield voice verification consistently blocks account takeover attempts, safeguarding member trust, brand reputation, and financial wellbeing even with threats like deep fakes in the mix. Why settle for addressing fraud after it happened when you can STOP it in real time?
Here’s How It Works for Your Members
What Credit Unions Say about Illuma Shield™
“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 Is Illuma the Best Choice for Credit Unions of ALL Sizes?
Affordable Technology
Traditional voice authentication software comes with a staggering price tag. Some solutions are only available to the largest players in the financial services industry, and financially inaccessible to community and regional financial institutions. We believe credit unions of all sizes deserve access to the latest in voice biometric security without breaking the budget to get it.
Rapid Deployment
Other voice biometrics solutions can require months, even years, of IT effort to deploy and take years to show ROI. Illuma Shield can be deployed in a matter of days. With our growing list of integrations, some implementations can be completed in a single afternoon. Our team does most of the work so your internal IT resources are never strained.
Verifiable ROI
Illuma Shield works with credit union contact centers of every size to immediately streamline operations and drive down costs. Depending on the volume of calls, we have seen our clients save 1,000 to 10,000+ FTE hours in the first year of deployment. All this at a fraction of the cost of competing products.
Connexus Credit Union saved over 9,500 FTE hours on authentication in the first 16 months of using Illuma Shield™. See more here.
Secure & Compliant
As a solution that’s built to support your goals for security, privacy, and compliance, we assist with your due diligence to ensure our system works for your financial institution. Want to learn more about state and federal privacy requirements for voice biometrics?
Download our biometric privacy white paper here.
Voice Verification vs. Other Authentication Methods
Because Illuma Shield™ works across a broad range of telephony and contact center platforms, it can be used anywhere a call center needs to verify identity. This includes inbound, outbound, and internal calls.
Agents can confirm the identity of members in seconds, alleviating frustration and improving brand experience.
“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
- Less time spent on verification means more time to serve members, uncover additional needs, and upsell/cross sell financial services and products
- Greater productivity per agent means more focus and effectiveness of revenue generating programs like sales and collections
- Voice authentication deployed internally for the IT helpdesk can protect against hacking attempts involving employee impersonation vishing (voice phishing)
What will voice authentication do for YOUR members?
Contact Illuma today to demo our frictionless solution for your credit union contact center.