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  • Writer's pictureKelsie Papenhausen

SF Fire Credit Union Adds Voice Authentication To Call Center To Safeguard And Better Serve Members

Illuma Labs’ voice verification solution and the Glia Interaction Platform strengthen security while improving member experience in the contact center


Plano, TX: SF Fire Credit Union, a community-focused financial institution serving the Bay Area, has deployed Illuma Shield™ voice verification technology in the call center as part of an overall technology system transformation. Centralizing telephony, IVR and other channels into the single Glia Interaction Platform provided a strategic opportunity to integrate state-of-the-art voice verification that better protects members and creates efficiencies for the credit union. 


Driving Operational Efficiency through Technology

A prime area of focus for the credit union this year has been increasing operational efficiency, a metric that impacts financial health for the organization, while enabling better member service. Voice authentication from Illuma is proven to increase speed to answer, decrease abandonment rates, and eliminate the frustration of the member authentication process. With more time to serve members on each call, agents can more fully focus on engagement conversion, and cross-selling opportunities.


Illuma Shield™ is seamlessly integrated into the Glia Interaction Platform, which unifies Digital Customer Service (DCS), phone, and automated self-service on a single platform. This strategic partnership allows leading financial institutions like SF Fire Credit Union to offer quick, frictionless and secure real-time voice authentication. 


The Authentication Methods of Yesterday Don’t Hold Up

Over the past decade, fraudsters have found it easier to work around traditional methods of verification. This is why the leaders at SF Fire Credit Union recognized that it was time to advance security measures. The credit union had previously tried several methods in the call center, including standard Q&A, additional authentication questions from third party providers, verbal passwords, and SMS notifications. Security questions proved frustrating and time consuming, and adoption was low for one-time password tools. Voice biometrics represent  a more effective and practical solution. 


Max Edwards, Associate Vice President of Member Services at the credit union explained,“We wanted Illuma Shield™ to be our first line of defense against fraud attempts. We have a tech-savvy population here in the Bay area, and we aim to serve our members with sophisticated, innovative technology like voice biometrics that will protect them and exceed their expectations.”


SF Fire Credit Union Expects to Start Seeing Benefits Immediately

Illuma Shield™ integrates seamlessly with the most popular credit union call center platforms, making it an easy deployment option at an affordable price. Milind Borkar, Founder and CEO of Illuma, says the issues SF Fire Credit Union was seeking to resolve are common. Borkar explained, “Almost all credit unions we talk to are seeking to identify and prevent fraud attempts in real time. In addition to mitigating financial losses, the faster response time can result in up to tens of thousands of dollars per year in operational savings.”


Adoption rates for passive voice technology routinely exceed 95%; the credit union expects that a high percentage of members who call the credit union will enroll in the new system in the coming months. This will provide immediate protection for enrolled members and time savings with every call.


About SF Fire Credit Union

SF Fire Credit Union is a not-for-profit credit union owned by its members. As an open charter credit union, SF Fire Credit Union is open to anyone who lives, works, or attends school in San Francisco, San Mateo, or Marin County. The credit union is committed to giving its members the financial tools they need to thrive. For more information, visit www.sffirecu.org.


About Illuma Labs

Illuma Labs is a credit union service organization headquartered in Plano, Texas. The company’s flagship product, Illuma Shield™, replaces traditional knowledge-based authentication practices with an effortless and secure real-time voice authentication solution to enhance member experience, improve operational efficiency, and prevent fraud. Illuma Labs is the exclusive provider for CUNA Strategic Services and has industry endorsements in 34 U.S. states. For more information, visit https://illuma.cx


About Glia 

Glia redefines how businesses interact with customers. The Glia Interaction Platform unifies Digital Customer Service (DCS), traditional call center, and automation with a ChannelLess™ Architecture, empowering businesses to create the ideal mix of interactions and adapt on demand. The ability to easily shift volume between channels drives revenue, efficiency, and loyalty at the same time.


Glia has partnered with over 450 banks, credit unions, insurance companies and other financial institutions worldwide to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500™ company for a fourth year in a row and a Great Place to Work, the company has raised over $150 million in funding and was recently valued at over $1B by top tier investors. To learn more visit glia.com.

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