Illuma

Illuma is a Credit Union Service Organization (CUSO) and R&D company headquartered in Plano, Texas. They deliver real-time voice authentication and fraud prevention solutions for credit unions and community banks through their flagship product, Illuma Shield.

Illuma Shield reduces the authentication portion of the call as more as callers are identified by an AudioPrint™ using unique characteristics of their voice and device. Illuma Shield brings the brick-and-mortar experience to the contact center, so that callers get a personal interaction where they don’t have to jump through hoops to prove who they are.

The system also allows agents to reduce the part of the call that tends to cause the most frustration and delays, enabling them to help callers with their questions, concerns, and transactions faster. According to Illuma Labs, voice biometrics are better for fraud prevention than even the most extensive security questions, as generating a false positive that misidentifies someone other than the account holder as a match is extremely difficult.