Tag Archive: Contact Center

Can You Use Passive Voice Authentication for More Secure Helpdesk Calls?

secure helpdesk calls

At Illuma, we help community financial institutions secure banking transactions in the contact center by verifying caller identity. Keeping identity thieves out of member and customer accounts is critical. But what about keeping fraudsters out of the rest of your technology infrastructure? Is the rise in cyber threats a strong reason to add this layer […]

Frictionless Authentication Using Passive Voice Biometrics in Banking Call Centers

frictionless authentication

Implementing frictionless authentication has become a top priority for many credit unions and community banks. Creating a seamless experience in the call center is an important goal for improving satisfaction levels. But achieving this objective requires the right technology and a solid plan for implementation. Here’s a look at what makes passive voice authentication the […]

The Real Cost of Contact Center Authentication: Part 4 – ROI for Voice Authentication

ROI for voice authentication

Throughout this series, it’s become clear that there is no such thing as “free” when it comes to authentication. Traditional verification processes come with many hidden costs to banking call centers and those they serve. But how does it compare to the cost of replacing security Q&A with more modern voice authentication technology? Most credit […]

What Does the Journey to Voice Authentication Look Like?

Voice Authentication Journey Infographic

At Illuma, we work with community financial institutions of all sizes to implement Illuma Shield™ in their contact center. This infographic covers the journey from identifying the key problems to solve all the way through successful deployment and adoption of voice authentication. Note: Our team collaborates with each client throughout the process, and implementation really […]

How to Improve the Emotional Side of Credit Union Member Experience

member experience

In today’s digitally focused world, a great deal of emphasis is placed on the technological side of credit union member experience. Technology is certainly a tool that can be used to influence and enhance the experience members have with their credit union. But the emotional dimension of member experience is WHY digital transformation matters. Let’s […]

Creating a Frictionless Customer Experience in Banking Call Centers

frictionless customer experience

Consumers today have more options than ever before in their choice of credit union or bank. The rise of digital banking has created an entirely new level of expectation around seamless transactions and what it means to be user-friendly. These changes have made it vitally important for financial institutions to create a frictionless customer experience […]