Press Release

Illuma Labs’ Flagship Product, Illuma Shield™ Voice Authentication Now Available on Genesys AppFoundry

Mid-market focused voice verification solution integrates with Genesys Cloud to deliver frictionless caller authentication

Illuma Labs, a voice biometrics provider specializing in serving community financial institutions, today announced its market leading voice authentication solution, Illuma Shield™, is now available on the Genesys AppFoundry®, a marketplace of solutions offering a curated selection of applications that elevate customer and employee experiences for Genesys Cloud users.

Illuma makes it easy for Genesys Cloud™ users to verify the identity of callers in seconds, using highly secure passive voice biometrics that replace traditional security questions. The award winning solution routinely reduces the time to authenticate by over 87% and is fast and easy to deploy as a result of its integration with Genesys Cloud. 

According to Illuma Founder and CEO, Milind Borkar, “It’s always exciting to expand the range of banks and credit unions we are able to serve. We know that community focused financial institutions have been waiting for a voice authentication option that meets their needs for affordability, rapid deployment, and ease of use for agents and account holders. Illuma Shield’s ‘out of the box’ integration into Genesys Cloud brings a much needed solution within their reach, and availability on the AppFoundry simplifies the overall purchasing experience.”

Financial Plus Credit Union was the first financial institution to leverage the joint power of Illuma Shield™ and Genesys Cloud. Since implementation, Financial Plus has experienced a 93% average reduction in caller authentication time and a 14% reduction in average handle time. Call center manager Ann Wright shared her experience, “Because our agents are able to authenticate with voice, each call is a conversation. It is warmer. Escalations are way down. As the contact center manager, I’m the one who deals with the upset members. These days, I don’t even remember when I’ve last had one of those calls.” 

According to SVP HR & Member Experience, DeAnna Wallace, “We have improved our Net Promoter Scores for Contact Center from 64.10 during the first 9 months of 2023 to 78.49 year to date! These are reflective of more efficient use of our resources and happier members which improves our employees’ job satisfaction”. By enabling agents and delighting callers, Illuma Shield™ and Genesys Cloud are making an impact for community financial institutions.

To learn more about the specific features and benefits of Illuma Shield, visit our AppFoundry listing.

About Illuma Labs

Illuma Labs is a FinTech and R&D company headquartered in Plano, Texas. The organization’s flagship award winning product, Illuma Shield™, replaces traditional knowledge-based authentication practices with an effortless and secure real-time voice authentication solution to enhance caller experience, improve operational efficiency, and prevent fraud in credit union and community bank contact centers. For more information, visit https://illuma.cx.