Hudson Valley Credit Union on Monday announced the implementation of voice biometric authentication in the organization’s contact center.
By partnering with Illuma, HVCU is implementing award-winning voice authentication software from a CUSO committed to serving credit unions and their members.
HVCU chose voice biometrics to improve their members’ experience, and with more than 300,000 members HVCU expects to realize substantial operational savings with shorter call handle times as well as a boost in member satisfaction, according to Tony Rohrmeier, HVCU EVP and COO. “This voice authentication software is also an important addition to our toolbox in combating account fraud by ensuring that our contact center representatives are speaking with the member who owns the account and not a bad actor impersonating that member,” Rohrmeier said.
In June 2022, furthering the mission to “Reach Connect Succeed,” the New York Credit Union Association and its affiliate UsNet announced their partnership to support continued innovation for the Illuma Shield™ voice verification solution from Illuma, a Texas-based CUSO.
William Bywater, COO of UsNet, an Association affiliate, on Monday said he is an advocate for this “right-sized solution” designed in partnership with credit unions. “Our organization has invested in Illuma and we’re excited about the affordable option for voice biometrics available to credit unions in New York and across the country, as we continue our mission to work together toward increasing access to financial wellness for all.”