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 […]
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 […]
In the past two posts, we’ve been looking at the expense of operations and security for banking call centers. But the cost to the credit union or community bank is only part of the picture. What about the time that members and customers have to spend on authentication? Spending a minute or two on verification […]
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 […]
Account takeover prevention takes many forms, but passive voice biometrics is ideal for banking call centers.
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 […]
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 […]
Member experience in the credit union contact center is sadly on the decline. What will it take to turn that trend around? Explore tactics and technologies that can help.
IVR authentication methods should keep out fraudsters, but they sometimes fail. Fortunately, AI and voice biometrics will improve security dramatically.
Voice biometric authentication trends are showing a positive overall response from consumers. Other types of biometric verification have become commonplace in today’s increasingly digital world. It’s no surprise that call centers and other voice channels are the next major area for adoption of this technology. According to recent research, consumers are eager to accept voice authentication as a convenient and secure way to access their accounts.