Connexus Credit Union Saves 9,500+ hours in 16 months with voice authentication
January 24, 2023
“Illuma Shield™ has allowed us to shorten our average call time by over a minute. It helps the member save an extra minute on the phone, and it helps us get through more calls more quickly. Operational expenses go down, agent productivity goes up, and all of that is wrapped in the package of a better, more exceptional experience for the member.” – Chad Rogers, EVP and COO
Learn more about how Illuma Shield benefited both the credit union and their members.
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.