IVR Caller Authentication for Credit Union Self-Service

Illuma Shield™ can offer additional security and convenience for IVR caller authentication in credit union contact centers.

With streamlined verification, members enjoy easier access whenever they call.


Contact us to talk about this exciting integration for your credit union.

Offering Members Around-the-Clock Service Via the Call Center IVR

Credit union contact centers face an ongoing challenge with persistent high call volume.

  • Fewer in-branch visits mean more members need help over the phone.
  • A shrinking labor pool makes it hard to hire enough agents.
  • An increase in hold times negatively impacts member experience.
  • Maintaining a personal touch and quality member experience is difficult in this environment.

An Interactive Voice Response system reduces wait times by enabling self-service. However, the process of IVR caller identification & verification (IDV) still creates friction. Illuma Shield™ removes this barrier.

This white paper provides an overview of voice biometrics and privacy. It also covers some best practices for implementing Illuma Shield™ in credit union call centers to support compliance with regulatory requirements and guidelines.

Voice Biometrics for IVR Caller Authentication

Illuma Shield™ seamlessly verifies members on inbound calls that go through the IVR system. This process takes seconds and happens in the background as the member responds to the IVR menu options.

Key Benefits of Voice Authentication + IVR

  • Help members manage and access their accounts without speaking to an agent.
  • Expedite service and reduce hold times, improving member satisfaction.
  • Improve efficiency in contact center operations with a more user-friendly IVR.
  • Make authentication easy with no security questions, passcodes, or PINs.

Recognize Members 24/7 on Every Call 

Even an IVR bot can deliver a personal touch by immediately recognizing each members’ voice! Credit unions are using Illuma Shield to stay ahead of the game on digital transformation. Our software works seamlessly in the background whether members are talking to a live agent or an IVR system.

Offer members convenient and frictionless access to their finances with secure voice biometrics from Illuma and around-the-clock IVR service.

Contact our team to learn more

By submitting this form, you are opting in to receive email updates from Illuma. You may opt out at any time.