Skip to main content
Promotion: Promotional Banner Image

CUNA is now America’s Credit Unions.
A stronger voice to advance the credit union industry.

Learn More

Illuma

Voice authentication and fraud prevention

Who is Illuma?

Illuma, a Credit Union Service Organization (CUSO), specializes in voice authentication software that replaces traditional knowledge-based authentication practices in call centers. Illuma provides frictionless voice authentication and fraud prevention for credit union contact centers to substantially reduce call handle times, improve member experience, and increase account security. 

The company’s platform, Illuma Shield™, continuously analyzes the unique characteristics of the speaker’s voice and calling device using state-of-the-art Signal Processing, Machine Learning, and Artificial Intelligence. This proprietary voice authentication system rapidly and seamlessly validates the identity of callers during natural conversation without requiring security Q&A or spoken password phrases.  

 

How a strategic alliance with Illuma benefits credit unions

Illuma helps credit unions:

  1. Elevate member experience: More than 85% of consumers are dissatisfied with traditional knowledge based authentication (KBA) practices. Illuma Shield™ replaces this painful process with a frictionless experience, improving the member experience at credit union call centers. More than 90% of members are happy to enroll in voice authentication. 

  2. Enhance security against fraudsters and social engineers: Fraud is on the rise and fraudsters are increasingly targeting credit union call centers to take over member accounts. Illuma Shield™ raises the bar for fraudsters by orders of magnitude while eliminating the friction legitimate members go through to access their own accounts. 

  3. Improve operational efficiency: Call center agents typically spend 1-2 minutes authenticating inbound callers. Illuma Shield™ effortlessly authenticates members within the initial seconds of the call, resulting in overall reduction in call durations and hold times. By reducing the authentication portion of calls by over 80%, agents can focus on what they do best: serving members. 

Why choose Illuma

Illuma Shield™ makes it possible for credit union contact centers to replicate the warm, welcoming experience of the local branch by recognizing members during natural conversation. This call center solution helps eliminate invasive and time-consuming security questions while improving fraud protection for members. Call center agents unanimously agree the solution is easy to use, and Illuma Shield™ is purpose-built to be affordable, effective, secure, easy to deploy, and simple to use for credit unions.

Background: The core platform powering Illuma Shield™ has been developed with $2 million in contracts with the U.S. Department of Homeland Security. Illuma has been recognized as a top Cybersecurity Innovator and has industry endorsements in 34 U.S. states. The company has secured investment and board representation from the credit union industry. Illuma Shield™ has been showcased at multiple premier Fintech events, including FinovateSpring and FinovateFall, and won Best in Show at VentureTech 2019.

Connect with Illuma

Talk to one of our CUNA Strategic Services alliance managers to learn more about Illuma. We’ll help you identify and evaluate the best solution for your credit union. 

Illuma has exclusive pricing and solutions reserved for CUNA Strategic Services and the credit unions and leagues we work with.

article

Frictionless Authentication Using Passive Voice Biometrics in Banking Call Centers

Illuma

June 07, 2024

Learn how voice biometrics can remove friction from the caller experience in the contact center.

article

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

Illuma

May 13, 2024

Learn how savvy identity thieves could compromise all the data in your credit union by convincing the helpdesk to assist them with a password reset.

article

WyHy Federal Credit Union Reduces Verification Time 83% and Cuts Abandon Rate 50%

Illuma

April 02, 2024

WyHy FCU announces the outcome of deploying voice biometrics in their call center. Operational efficiency got a boost in several areas.

article

The Real Cost of Contact Center Authentication: ROI for Voice Authentication

Illuma

March 13, 2024

What is the real cost of voice authentication and how much ROI can you expect short term and long term?

article

The Real Cost of Contact Center Authentication: Member Time

Illuma

February 08, 2024

What is the opportunity cost to your members when they spend time on security Q&A instead of getting to the point?

article

The Real Cost of Contact Center Authentication: Security Costs

Illuma

January 17, 2024

What is the REAL cost of call center security for credit unions? What are fraud losses and step-up authentication services costing your organization?

article

The Real Cost of Contact Center Authentication: Operating Costs

Illuma

December 13, 2023

If you are still using traditional security Q&A, learn about the hidden operational costs that you are paying.

article

What We Learned About the Future of AI and Credit Unions at CUNA

Illuma

November 13, 2023

What will the future of credit unions look like as AI matures?

case study

Hudson Valley Credit Union Cuts Speed of Answer 30% and Abandonment Rate 51% With Rapid Voice Verification

Illuma

September 27, 2023

Learn how rapid voice verification can improve member experience.

article

Quick Guide to Voice Biometrics in Banking

Illuma

September 08, 2023

Read this simple guide to understand voice biometrics in banking, how it works, and what to consider before deployment.

article

How to Improve the Emotional Side of Credit Union Member Experience

Illuma

July 25, 2023

The emotional dimension of member experience is why digital transformation matters.

article

Credit Union Contact Center Member Experience is Declining

Illuma

June 21, 2023

Member experience surveys are showing a drop in satisfaction for credit union contact centers

article

Can AI “Deepfake” Software Impersonate a Voice Well Enough to Hack an Account?

Illuma

May 23, 2023

Fraudsters and imposters are always trying to find new ways to overcome the latest security measures. For credit unions and banks that are implementing voice authentication as a better way to protect members from account takeovers, this raises an important question: Can voice synthesis software “deepfake” a person’s voice well enough to fool voice verification software?

article

Passwordless Authentication: Basics and Benefits

Illuma

May 04, 2023

As technology advances, so do the ways we protect our data and personal information. Traditional passwords and security Q&A methods are no longer as effective as they once were. That’s why many financial institutions, including banks and credit unions, are now doing away with passwords across some or all channels. Let’s look at what passwordless authentication is, how it works and why it’s become such a popular security measure.

article

Biometrics in Banking and Credit Union Security

Illuma

April 24, 2023

Financial institutions of all sizes, from big banks to local credit unions, are now using physical traits to authenticate users and validate access to accounts. Biometrics in banking can include the use of fingerprints, facial recognition, voice recognition and more. This emerging technology provides a more secure way to protect against fraud and prevent account takeover attempts in online and call center transactions.

white paper

2023: Biometrics & Privacy Laws for Voice Recognition Technology

Illuma

April 06, 2023