SIDNEY, NY (July 15, 2026) |
For Sidney Federal Credit Union, implementing Voice Security wasn’t simply about speeding up authentication—it was about reinforcing member trust while strengthening protection against evolving fraud threats.
As fraudsters increasingly target contact centers to gain access to member accounts, Sidney FCU sought a solution that would provide stronger identity assurance while creating a faster, more seamless experience for members and agents alike.
In less than a year since implementing IllumaSHIELD™ Voice Security, the credit union has reduced authentication time by 89%, enrolled more than 22% of its total membership, and now authenticates 85% of callers using voice verification.
Results at a Glance
- Reduced verification time by 89%, resulting in more than 80 seconds of AHT savings per authenticated call
- Over 22% of total membership enrolled in IllumaSHIELD™ within the first year
- Achieved a 99.99% member enrollment rate
- 85% of callers authenticated using voice verification
- High agent adoption with IllumaSHIELD™ used in 92% of interactions
- Implemented in under a month
A Commitment to Protecting Member Identities
Guided by its mission of helping members achieve financial success through exceptional service, Sidney Federal Credit Union continually invests in solutions that strengthen security while improving the member experience. As the credit union looked to modernize authentication within its contact center, protecting member identities and reducing friction during everyday interactions became a key priority.
Like many financial institutions, Sidney FCU previously relied on traditional authentication methods such as out-of-wallet questions and one-time passcodes. Depending on the complexity of the interaction, the process could take anywhere from 60 to 90 seconds before an agent could begin assisting the member.
More importantly, the credit union recognized that fraud threats targeting the voice channel continued to evolve.
“We’re strongly invested in making sure that we’re able to protect the identity of our members, and investments in solutions like IllumaSHIELD™ help reassure our members that we’re doing everything we can to protect them,” said Anna Banks, Vice President of Member Experience at Sidney FCU.
For Banks and her team, Voice Security represented an opportunity to strengthen both security and confidence.
“Fraud is obviously a hot topic. The contact center is often a place fraudsters think they can get through. The more security we can provide for our members and our staff, the more confidence everyone has that the person we’re speaking with is actually who they claim to be.”
Transforming the Authentication Experience
Since implementing IllumaSHIELD™, Sidney FCU has fundamentally changed how caller authentication occurs within its contact center.
Today, approximately 85% of callers are authenticated through voice verification, significantly reducing the credit union’s reliance on traditional question-and-answer verification methods.
“With IllumaSHIELD™, we’ve gotten that identification time down to about 10 seconds,” said Banks. “When you’re talking 15,000 calls a month, those seconds quickly add up to multiple FTEs being repurposed from repetitive authentication Q&A to more value added services for our members.”
The faster authentication experience has generated measurable operational benefits. Sidney FCU is saving more than 80 seconds of Average Handle Time on authenticated calls, creating additional capacity for agents while allowing them to focus on member needs rather than repetitive verification questions.
Adoption across the contact center has been equally strong. Sidney FCU agents maintain a 92% interaction rate with the IllumaSHIELD™ platform, demonstrating widespread agent utilization and consistent use of Voice Security throughout the contact center.
Strong Adoption from Both Members and Agents
Introducing new security measures often requires organizations to balance stronger protection with member acceptance. For Sidney FCU, member adoption exceeded expectations.
Prior to launch, the credit union informed members about the upcoming voice authentication experience and its benefits.
“We actually had members calling in before we even went live asking to be enrolled,” Banks said.
Today, Sidney’s enrollment process has driven a 99.99% enrollment rate among eligible callers, helping Sidney FCU enroll more than 22% of its total membership in IllumaSHIELD™ within less than a year of deployment.
Members have become so familiar with the experience that many now expect voice authentication during every interaction.
The response reinforces Sidney FCU’s belief that strong security and a positive member experience are not competing priorities.
A Seamless Implementation and Lasting Partnership
Sidney FCU completed implementation in under a month and found the deployment process straightforward from the beginning.
“It was really just a seamless process,” said Ashley Bovaird, Contact Center Manager at Sidney FCU. “The Illuma client success team was super supportive, walked us through everything, and was always available when we needed assistance.”
That support has continued long after implementation.
According to Banks, one of the most valuable aspects of working with Illuma has been the ongoing partnership and commitment to helping the credit union maximize results.
“What I appreciate about Illuma is they weren’t just an incredible support during implementation and then gone,” Banks said. “They continue to be incredibly supportive. They’re proactive in helping us make sure we’re making the most of the system.”
Through regular business reviews, performance reporting, and ongoing optimization recommendations, Illuma continues to help Sidney FCU achieve measurable outcomes.
Security, Trust, and Member Confidence
While the operational improvements have been significant, Banks believes the greatest value comes from demonstrating Sidney FCU’s commitment to protecting members.
“The biggest return on investment has been continuing to show our members that we are invested in protecting their identity,” she said. “That’s really where we see the value.”
By combining passive voice security, strong member adoption, and measurable operational improvements, Sidney Federal Credit Union has strengthened security, improved efficiency, and reinforced member confidence in every conversation.