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Illuma integrates voice authentication solution with Genesys Cloud CX™

Credit unions can now deploy voice verification and fraud prevention software on the all-in-one, composable cloud experience orchestration platform from Genesys.

November 29, 2022 – Illuma Labs today announced a new integration between its flagship voice biometrics product, Illuma Shield™, with Genesys Cloud CX™, opening the way for a much larger number of credit unions to take advantage of state-of-the-art voice biometrics for member verification in their contact centers.

Financial Plus Credit Union to Launch First Illuma Shield™ Deployment on Genesys Cloud CX™

DeAnna Wallace, SVP HR & Member Experience at Financial Plus Credit Union, “We have been anticipating this integration because of what it will do to reduce our average call handle time and improve member experience. We know that members dislike having to spend over a minute verifying their identity on every call,” she said. “Now our agents will be able to skip the Q&A and remove friction from the authentication process, enabling our team to focus on what they do best: serving our members’ needs.”

“It’s always exciting to expand the range of credit unions we are able to serve. We know that many credit unions have been waiting for a voice authentication option that meets their needs for affordability, rapid deployment, and ease of use for agents and members,” said Illuma founder and CEO, Milind Borkar. “With every new integration, this right-sized option brings voice biometrics in reach for more credit unions and their members.”

This achievement was supported by a recent round of funding from Connexus Credit Union and TDECU. Both credit unions have successfully deployed Illuma Shield™ voice authentication for fraud prevention and expect widespread adoption across the industry. 

What Voice Authentication Integration Means for Current and Future Genesys Platform Users

The Genesys Cloud CX platform is a flagship Contact Center as a Service offering from Genesys, a global leader in experience orchestration. Through the modern, API-first platform, Genesys Cloud CX helps organizations coordinate each step of every customer experience through a full suite of omnichannel options, built-in employee experience, turnkey AI, and end to end journey optimization.

The Illuma Shield™ integration means call center agents can now verify the identity of members from within the CCaaS platform during natural conversation using a simple on-screen tool. During the initial seconds of a call, a sample of the member’s voice is matched to an AudioPrint™ stored securely in the Illuma cloud. 

For credit union contact centers, voice biometrics are much more secure than traditional Knowledge Based Authentication. Passive voice verification using Illuma Shield™ cuts member authentication time by 84%, helping credit unions improve both operational efficiency and account security. 

About Financial Plus Credit Union

Owned by over 81,000 members, Financial Plus provides a full range of modern, easily accessible banking products and services to all throughout the state of Michigan. For more information, visit www.myfpcu.com or call (800) 748-0451.

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 is the exclusive provider for CUNA Strategic Services and has industry endorsements in 34 U.S. states. For more information, visit https://illuma.cx.