Call Volume has More than Doubled – There’s a Solution for Managing It


Credit unions have made incredible shifts in operational practices to keep their employees and members safe, such as closing their lobbies and setting up staff remotely. As a result, digital engagement has grown tremendously – with some reporting up to a 170% increase in average monthly call volume at their remote contact centers. But without proper systems in place, this increase can be overwhelming. 

Most credit union contact centers spend between one and two minutes authenticating members with out-of-wallet questions. This process, while critical for security, can be frustrating for some members and can at times be easy for a fraudster to defeat. With the right technology, credit unions can dramatically improve these call-center engagements.

Illuma Labs is a real-time voice authentication and fraud prevention platform for credit union contact centers. The Strategic Link partner’s voice authentication solution, Illuma Shield, authenticates members within the initial seconds of the member-agent conversation, enhancing security, increasing efficiency, and improving the overall member experience. Additionally, Illuma Shield is a quick and easy-to-deploy cloud solution, minimizing additional loads on a credit union’s IT infrastructure.  

“Illuma Labs is an excellent partner to have during this difficult time, when credit unions are relying on cutting-edge technology to help them efficiently meet members’ urgent needs,” said Jason Smith, Vice President of Strategic Resources.

Watch the brief video below to learn more about Illuma Shield, and register for the upcoming webinar, “Effortless Member Authentication for Efficient Contact Center Operations,” to be held May 26, 1-1:30 p.m., PDT (2-2:30 p.m., MDT).

For more information on connecting with Illuma Labs, visit its Strategic Link partner page or contact Jason Smith at 208-286-6794.

Posted in Business Solutions, GoWest Solutions.