Press Release

Dort Financial Credit Union Adds Voice Authentication for Members

Michigan-based credit union rolls out Illuma Shield™ voice verification solution for enhanced account security

Grand Blanc, Michigan: Dort Financial Credit Union has joined a growing number of credit unions in implementing voice biometric authentication in the call center. Dort’s leadership chose Illuma Shield™, the award winning voice verification solution from CUSO Illuma Labs, as the ideal technology to serve their members.

Better Member Experience and Account Protection

With member experience as a top priority, Dort has faced the common challenge of providing the same warm experience in the call center as they do in their local branches. By recognizing members by their unique voiceprint in the course of natural conversation, the credit union is removing friction from the call center experience. Now, when a member calls in, they will no longer have to answer security questions to verify their identity. Instead, each contact center service agent can move straight into addressing the reason a member is calling, improving the overall experience for both parties.

Daniel Gatfield, VP of Operations at Dort, pointed to another benefit of voice verification: reduced call handle time. “We thoroughly evaluated Illuma Shield through a controlled pilot in our call center and we are confident we will be cutting the verification portion of each call from over 90 seconds to under 15 seconds. This will add up to substantial savings in our call center operations while also streamlining the member experience.” 

Illuma CEO, Milind Borkar, pointed to the third reason credit unions choose to implement Illuma Shield™. “Security questions are becoming easier and easier for identity thieves to beat. With data breaches and social engineering rampant, credit unions need a higher level of security to prevent account takeovers. Deploying voice authentication with our proprietary AudioPrints™ is exponentially more secure than knowledge based authentication.” 

Accomplishing Digital Transformation Objectives for Credit Unions

Staying ahead of the curve on digital transformation can be a challenge for credit unions. They lack the extensive budgets and internal technology resources available to big banks. Choosing right-sized, state-of-the-art technology innovation such as Illuma-Shield™ evens the playing field for financial institutions like Dort Financial Credit Union. Now, the state-chartered credit union can compete with even the largest banks in providing a seamless call center experience at a fraction of the cost of other voice verification technology. 

About Dort Financial Credit Union

Founded in 1951, Dort Financial Credit Union serves more than 100,000 members and has ten locations. Membership is open to anyone who lives, works, attends school and worships in the state of Michigan. The credit union offers comprehensive financial services, including auto loans, mortgages, high interest checking accounts and much more. Learn more at dortonline.org or by calling 800-521-3796.

About Illuma Labs

Illuma Labs is a credit union service organization headquartered in Plano, Texas. The company’s flagship product, Illuma Shield™, replaces traditional knowledge-based authentication practices with an effortless and secure real-time voice authentication solution to enhance member experience, improve operational efficiency, and prevent fraud. Illuma Labs is the exclusive provider for CUNA Strategic Services and has industry endorsements in 34 U.S. states. For more information, visit https://illuma.cx.