P1FCU (Potlatch No. 1 Credit Union) is continuing to grow its recognition as a technology-forward financial institution by adopting voice authentication to improve member experience in their contact center using Illuma Shield™ software.
Voice Verification Set to Improve Member Experience and More
The decision to upgrade the member experience by shifting away from traditional security Q&A in the call center was spearheaded by the organization’s CMXO, Jana Erny. “Our goal is always to deliver a positive member experience, and that can be hard to do in the call center when members have to jump through hoops to prove who they are.”
Passive voice biometrics provides a simple solution. “With Illuma Shield™, our agents can simply have a friendly conversation and help our members with their requests right away. The member’s identity is verified in seconds in the background of the call without any out-of-wallet questions.”
In addition to delivering a warm experience for callers, the solution cuts the time to verify identity by more than 80%. Reducing average call handle time will benefit the credit union’s bottom line for operations by helping agents handle calls faster. Since fraudsters can’t hack the verification process by stealing or discovering answers to security questions, contact center transactions will also be more secure.
P1FCU Leads the Way in Digital Transformation for the Pacific Northwest
Milind Borkar, Illuma’s Founder and CEO, shared why this latest deployment is a milestone for the company. “We recently integrated our solution with the popular Genesys cloud call center platform. We’re excited to see P1FCU among the first credit unions to take advantage of this newly available integration. This is also our first credit union deployment in the Pacific Northwest, and we appreciate them being at the forefront of bringing voice authentication to their members.”