How This Award-Winning Voice Authentication Solution Eases the Challenge of High Contact Center Call Volumes

What can credit unions do when contact center call volumes are skyrocketing and a tough labor market means smaller teams are working double-time to meet each member’s specific need?

One thing they can do is find a way to save time, effort, and frustration during the member authentication process. Fortunately, Strategic Link partner Illuma has the perfect solution: Illuma Shield™, an innovative passive voice authentication tool that eliminates friction in the member service journey.

The solution recently received national recognition when Illuma took first place in the Member Experience category of the 2022 Innovation Series from and Callahan & Associates, held in early March.

Every year, the Series gives 10 business partners 10 minutes to impress an audience of credit union leaders and decision-makers. After each pitch, attendees vote for their favorites, and the winners are selected. This year’s Series focused on three key areas: digital solutions, lending, and member experience.

So what sets Illuma Shield™ apart from other member authentication solutions on the market?

According to Illuma founder and CEO, Milind Borkar, unlike other solutions that are costly and difficult to deploy, this innovative approach makes it possible to verify credit union members 24/7 in the IVR without the hassle of PINs or passcodes.

“Illuma and Posh are the first to co-develop the integration between voice authentication and conversational AI IVR with a focus on the needs and use cases prevalent in credit unions,” he explained in an interview with “This focused effort will result in a solution that is right-sized for credit unions that need a quick, budget-friendly way to improve member experience, operational efficiency, and account security.”

NWCUA’s Strategic Link is grateful for its partnership with Illuma and celebrates its success in creating innovative solutions that bring value to Northwest credit unions.

“Congratulations to Illuma on this well-deserved recognition,” said Cameron Smith, VP, Strategic Partnerships and Resources. “Now, more than ever, credit unions are hyper-focused on providing that high-touch, personal service they’re known for, and innovative solutions such as Illuma Shield help eliminate pain points standing in the way of that important goal.”

Other Innovation Series winners were Zest AI and Digital OnBoarding, taking first place in the lending and digital solutions categories, respectively. Learn more about them here.

For more information about Illuma, please contact the Strategic Link team.

Posted in Business Solutions, GoWest Solutions.