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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.