By Milind Borkar, Illuma
In today’s fast-paced contact centers, efficiency and security don’t always go hand in hand. Agents are under pressure to handle calls quickly while still following strict verification protocols designed to prevent fraud. The challenge? Traditional authentication—like asking multiple security questions – adds friction for both account holders and agents, costing valuable time and damaging user experience on every call.
That’s where voice security AI steps in to transform the experience.
On average, agents spend 90+ seconds verifying a caller’s identity before they can even begin helping. That may not sound like much, but across thousands of calls each month, those seconds add up to weeks of lost productivity, longer wait times, and frustrated account holders.
Manual verification also depends heavily on human consistency. Some agents may ask different questions or interpret responses differently – creating gaps in both service experience and security.
The IllumaSHIELD voice security platform replaces traditional verification questions with a seamless, AI-powered voice authentication process. The system passively analyzes each caller’s unique voiceprint during normal conversation – no need for additional steps.
By the time the caller tells your agent what they are calling about, IllumaSHIELD has already confirmed the caller’s identity in the background.
The result:
Unlike shortcuts that compromise verification quality, IllumaSHIELD enhances both speed and security. Each interaction strengthens the system’s intelligence, adapting to real-world variations in voice, background noise, or device quality.
This means faster calls don’t come at the cost of user experience or protection. In fact, credit unions and community financial institutions using IllumaSHIELD report happier callers and reduced fraud exposure – while freeing agents to focus on meaningful conversations.
Cutting over 87% in authentication time from each call doesn’t just save time – it creates measurable operational impact:
As contact centers look for smarter ways to manage workload and elevate service, IllumaSHIELD Voice Security platform has become a must-have technology – one that pays for itself through measurable efficiency and long-term trust.
Connect with Illuma to learn more.